hoyolab Account & Payment FAQ
Users on hoyolab ask questions about account setup, deposit and withdrawal methods, game categories, security practices, and how our support team responds to requests. This page answers the most common inquiries across those topics.
We built this FAQ to help you navigate account registration, KYC verification, payment channels via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and bank transfers through mobile banking, local payment, online payment, and e-wallet. You'll also find explanations of our game offerings — football sportsbook markets covering Liga 1 Indonesia, Piala Indonesia, Piala AFF, Champions League, and World Cup tournaments, alongside live-dealer tables and slot games.
If your question is not answered here, our support team is available through your account settings. For detailed legal terms, account eligibility, and jurisdiction restrictions, refer to our terms and conditions and legal noticeThose pages cover service availability, user responsibility, and how we handle data.
Topics covered in this FAQ
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposit and withdrawal via mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, and online payment, e-wallet, mobile banking, local payment
- Game rules and categoriesfootball betting, live-dealer tables, slots, and esports markets
- Security and account careaccount protection, data deletion, and jurisdiction notice
We require three documents for KYC verification on hoyolab: a valid government-issued ID (Indonesian KTP, passport, or driver's licence), a recent selfie holding your ID, and proof of address (utility bill, bank statement, or rental agreement dated within the last three months). Upload these via your Account Settings under Document Verification. Our team reviews submissions and notifies you of approval or requests for resubmission. Processing typically completes within standard windows. Once verified, you can withdraw funds and access all hoyolab features without restriction.
We require three documents for KYC verification on hoyolab: a valid government-issued ID (Indonesian KTP, passport, or driver's licence), a recent selfie holding your ID, and proof of address (utility bill, bank statement, or rental agreement dated within the last three months). Upload these via your Account Settings under Document Verification. Our team reviews submissions and notifies you of approval or requests for resubmission. Processing typically completes within standard windows. Once verified, you can withdraw funds and access all hoyolab features without restriction.
To request deletion of your hoyolab account and associated data, contact our support team via your account dashboard or email. Provide your username and registered email address. We will confirm your identity and explain any account-balance or pending-transaction implications. Data deletion is subject to legal retention requirements and cannot be reversed. If you have an outstanding balance or pending withdrawal, you must resolve those before deletion. Our team responds to deletion requests within standard response windows and confirms completion once the process is finished.
To request deletion of your hoyolab account and associated data, contact our support team via your account dashboard or email. Provide your username and registered email address. We will confirm your identity and explain any account-balance or pending-transaction implications. Data deletion is subject to legal retention requirements and cannot be reversed. If you have an outstanding balance or pending withdrawal, you must resolve those before deletion. Our team responds to deletion requests within standard response windows and confirms completion once the process is finished.
Our support team on hoyolab responds to account inquiries, payment questions, and KYC issues in English and regional languages. Standard response windows are documented in your account settings. Urgent issues — such as account lockouts or disputed transactions — receive priority handling. During peak periods around Liga 1 matches or major tournaments like Piala AFF or Champions League, response times may extend slightly. For non-urgent questions, allow up to one business day. You can track your support ticket status in your account dashboard at any time.
Our support team on hoyolab responds to account inquiries, payment questions, and KYC issues in English and regional languages. Standard response windows are documented in your account settings. Urgent issues — such as account lockouts or disputed transactions — receive priority handling. During peak periods around Liga 1 matches or major tournaments like Piala AFF or Champions League, response times may extend slightly. For non-urgent questions, allow up to one business day. You can track your support ticket status in your account dashboard at any time.
Payments and transactions
Deposits via local payment, online payment, or e-wallet on hoyolab are instant. Sign in to your account, navigate to Deposit, and select your preferred wallet. Enter the amount and confirm. You'll be redirected to the wallet app or browser to authorize the transfer. Once approved, funds arrive in your hoyolab account immediately. No additional fees are charged by hoyolab. If your deposit does not appear within a few minutes, check your wallet transaction history to confirm the transfer was sent. Contact our support team if you need help locating a missing deposit.
Deposits via local payment, online payment, or e-wallet on hoyolab are instant. Sign in to your account, navigate to Deposit, and select your preferred wallet. Enter the amount and confirm. You'll be redirected to the wallet app or browser to authorize the transfer. Once approved, funds arrive in your hoyolab account immediately. No additional fees are charged by hoyolab. If your deposit does not appear within a few minutes, check your wallet transaction history to confirm the transfer was sent. Contact our support team if you need help locating a missing deposit.
Yes. hoyolab accepts bank transfers from mobile banking, local payment, online payment, and e-wallet. Sign in, go to Deposit, and select Bank Transfer. Choose your bank and enter the amount. We provide a unique account number for your transfer. Send the funds from your bank account using that number as the reference. Transfers typically arrive within standard processing windows — usually within one business day. For faster deposits, use mobile banking, local payment, online payment, e-wallet, mobile banking, or local payment, which are instant. If your bank transfer has not arrived after one business day, contact our support team with your transaction receipt.
Yes. hoyolab accepts bank transfers from mobile banking, local payment, online payment, and e-wallet. Sign in, go to Deposit, and select Bank Transfer. Choose your bank and enter the amount. We provide a unique account number for your transfer. Send the funds from your bank account using that number as the reference. Transfers typically arrive within standard processing windows — usually within one business day. For faster deposits, use mobile banking, local payment, online payment, e-wallet, mobile banking, or local payment, which are instant. If your bank transfer has not arrived after one business day, contact our support team with your transaction receipt.
hoyolab offers a welcome offer for new accounts. The specific terms, conditions, and eligibility criteria are displayed during account creation and in your account dashboard. Offers may vary by region and payment method. All welcome offers on hoyolab are subject to terms and conditions — read them carefully before accepting. If you have questions about your welcome offer, contact our support team. Offers cannot be combined with other promotions and are available only to new accounts that meet our eligibility requirements.
hoyolab offers a welcome offer for new accounts. The specific terms, conditions, and eligibility criteria are displayed during account creation and in your account dashboard. Offers may vary by region and payment method. All welcome offers on hoyolab are subject to terms and conditions — read them carefully before accepting. If you have questions about your welcome offer, contact our support team. Offers cannot be combined with other promotions and are available only to new accounts that meet our eligibility requirements.
Game rules and categories
Live-dealer tables on hoyolab feature real dealers in multi-camera studios running games like blackjack, roulette, baccarat, and Dragon Tiger. You place bets and watch outcomes in real time. Slots are automated games with spinning reels — Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways are popular titles. Slots use random number generation; outcomes are determined instantly. Live-dealer games involve human dealers and real cards or wheels. Both categories are available on hoyolab. Choose based on your preference for interaction and game pace.
Live-dealer tables on hoyolab feature real dealers in multi-camera studios running games like blackjack, roulette, baccarat, and Dragon Tiger. You place bets and watch outcomes in real time. Slots are automated games with spinning reels — Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways are popular titles. Slots use random number generation; outcomes are determined instantly. Live-dealer games involve human dealers and real cards or wheels. Both categories are available on hoyolab. Choose based on your preference for interaction and game pace.
Security and account care
On the hoyolab login page, select the "Trouble signing in?" link. Enter your registered email address or username. We send a password-reset email with a time-limited link. Click the link and create a new password. If you don't receive the email within a few minutes, check your spam folder or contact our support team. We respond to account-recovery requests during standard business hours. If you've lost access to your registered email, provide your account username and a valid ID document to our support team for verification.
On the hoyolab login page, select the "Trouble signing in?" link. Enter your registered email address or username. We send a password-reset email with a time-limited link. Click the link and create a new password. If you don't receive the email within a few minutes, check your spam folder or contact our support team. We respond to account-recovery requests during standard business hours. If you've lost access to your registered email, provide your account username and a valid ID document to our support team for verification.
Yes. hoyolab accepts bank transfers from online payment, e-wallet, mobile banking, and local payment. Sign in, go to Deposit, and select Bank Transfer. Choose your bank and enter the amount. We provide a unique account number for your transfer. Send the funds from your bank account using that number as the reference. Transfers typically arrive within standard processing windows — usually within one business day. For faster deposits, use online payment, e-wallet, mobile banking, local payment, online payment, or e-wallet, which are instant. If your bank transfer has not arrived after one business day, contact our support team with your transaction receipt.
Yes. hoyolab accepts bank transfers from online payment, e-wallet, mobile banking, and local payment. Sign in, go to Deposit, and select Bank Transfer. Choose your bank and enter the amount. We provide a unique account number for your transfer. Send the funds from your bank account using that number as the reference. Transfers typically arrive within standard processing windows — usually within one business day. For faster deposits, use online payment, e-wallet, mobile banking, local payment, online payment, or e-wallet, which are instant. If your bank transfer has not arrived after one business day, contact our support team with your transaction receipt.
Live-dealer tables on hoyolab feature real dealers in multi-camera studios running games like blackjack, roulette, baccarat, and Dragon Tiger. You place bets and watch outcomes in real time. Slots are automated games with spinning reels — Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways are popular titles. Slots use random number generation; outcomes are determined instantly. Live-dealer games involve human dealers and real cards or wheels. Both categories are available on hoyolab. Choose based on your preference for interaction and game pace.
Live-dealer tables on hoyolab feature real dealers in multi-camera studios running games like blackjack, roulette, baccarat, and Dragon Tiger. You place bets and watch outcomes in real time. Slots are automated games with spinning reels — Aviator, Sweet Bonanza, Gates of Olympus, Fortune Tiger, and Mahjong Ways are popular titles. Slots use random number generation; outcomes are determined instantly. Live-dealer games involve human dealers and real cards or wheels. Both categories are available on hoyolab. Choose based on your preference for interaction and game pace.
hoyolab offers a welcome offer for new accounts. The specific terms, conditions, and eligibility criteria are displayed during account creation and in your account dashboard. Offers may vary by region and payment method. All welcome offers on hoyolab are subject to terms and conditions — read them carefully before accepting. If you have questions about your welcome offer, contact our support team. Offers cannot be combined with other promotions and are available only to new accounts that meet our eligibility requirements.
hoyolab offers a welcome offer for new accounts. The specific terms, conditions, and eligibility criteria are displayed during account creation and in your account dashboard. Offers may vary by region and payment method. All welcome offers on hoyolab are subject to terms and conditions — read them carefully before accepting. If you have questions about your welcome offer, contact our support team. Offers cannot be combined with other promotions and are available only to new accounts that meet our eligibility requirements.
To request deletion of your hoyolab account and associated data, contact our support team via your account dashboard or email. Provide your username and registered email address. We will confirm your identity and explain any account-balance or pending-transaction implications. Data deletion is subject to legal retention requirements and cannot be reversed. If you have an outstanding balance or pending withdrawal, you must resolve those before deletion. Our team responds to deletion requests within standard response windows and confirms completion once the process is finished.
To request deletion of your hoyolab account and associated data, contact our support team via your account dashboard or email. Provide your username and registered email address. We will confirm your identity and explain any account-balance or pending-transaction implications. Data deletion is subject to legal retention requirements and cannot be reversed. If you have an outstanding balance or pending withdrawal, you must resolve those before deletion. Our team responds to deletion requests within standard response windows and confirms completion once the process is finished.