Contact FSL11: Support, Corrections, Partnership Enquiries
Contact the FSL11 team for editorial corrections, broken links, customer support, or partnership enquiries. Multiple channels available 24/7.
Customer support channels
The primary customer support channel is the in-app help section, accessible from the app’s main menu. The in-app help is the right place to get help with account, deposit, withdrawal, or contest issues, and the help is the input that drives the fastest resolution. The in-app help is available 24/7, and the typical response time is under 30 minutes.
The email support channel is [email protected], and the email is the right place to send detailed queries with attachments. The email response time is usually within 4-6 hours during business hours, and within 24 hours on weekends. The email is the input that drives the most thorough support responses.
The phone support channel is available during business hours (9am-9pm IST, Mon-Sat), and the phone is the right place to get urgent help with account lockouts or payment issues. The phone response time is usually immediate during business hours, and the phone is the input that drives the most urgent resolutions.
Editorial corrections and feedback
For editorial corrections (factual errors, broken links, outdated information), the right channel is the contact form on the website. The contact form is the input that drives the editorial team’s review, and the review usually happens within 24-48 hours. The correction is published as an in-place update with a correction note at the top of the affected page.
For general feedback (suggestions, comments, ideas), the right channel is the contact form or the social media accounts (Twitter, Instagram, Telegram). The feedback is the input that drives the platform’s improvement, and the feedback is read by the product team. The feedback is the desk’s commitment to player-driven product development.
For feature requests (new contest types, new scoring rules, new platform features), the right channel is the contact form with the subject line “Feature Request”. The feature request is the input that drives the product roadmap, and the roadmap is updated quarterly. The feature requests are the desk’s commitment to player-driven innovation.
Partnership and business enquiries
For partnership enquiries (affiliate programs, content collaborations, marketing partnerships), the right channel is [email protected]. The partnerships email is the input that drives the business development team’s review, and the review usually happens within 48-72 hours. The partnerships are the desk’s commitment to growing the FSL11 ecosystem.
For press and media enquiries (interview requests, press releases, media kits), the right channel is [email protected]. The press email is the input that drives the PR team’s review, and the review usually happens within 24 hours during business days. The press is the desk’s commitment to media transparency.
For legal and compliance enquiries (KYC verification, regulatory compliance, legal notices), the right channel is [email protected]. The legal email is the input that drives the legal team’s review, and the review usually happens within 48-72 hours. The legal is the desk’s commitment to operating within Indian regulations.
How to write a useful message
A useful message includes: (1) a clear subject line that describes the issue, (2) a one-sentence summary of the issue, (3) the relevant details (account number, transaction ID, contest ID), (4) the desired outcome. The 4 parts are the input that drives the fastest resolution, and the fastest resolution is the right thing for the player experience.
A message that doesn’t include the relevant details will get a follow-up from the support team asking for the details, and the follow-up is the input that delays the resolution. The right approach is to include the details in the first message, and the details are the desk’s commitment to efficient support.
A message that includes sensitive information (password, OTP, PAN, Aadhaar) is a security risk, and the support team will delete the sensitive parts before processing. The right approach is to never include sensitive information in a support message, and the approach is the desk’s commitment to player security.
Response times and what to expect
The standard response times are: in-app help (under 30 minutes), email support (4-6 hours business, 24 hours weekends), phone support (immediate during business hours), contact form (24-48 hours), partnerships (48-72 hours), press (24 hours business days), legal (48-72 hours). The response times are the input that drives the player expectations, and the expectations are the desk’s commitment to consistent service.
A response that takes longer than the published window is a sign that the message was lost or filtered, and the right response is to follow up with a second message. The second message is the input that escalates the issue, and the escalation is the desk’s commitment to not letting messages fall through the cracks.
The support team uses a ticketing system that tracks every message, and the system is the input that drives the consistent service. Every message gets a ticket number, and the ticket number is the player’s reference for any follow-up. The ticket number is the right thing for the support workflow, and the workflow is the desk’s commitment to operational excellence.
Languages supported
The FSL11 support team supports English and Hindi, and the two languages cover the vast majority of Indian players. The support is the input that drives the broadest possible accessibility, and the accessibility is the desk’s commitment to inclusivity.
For regional language support (Tamil, Telugu, Bengali, Marathi), the right channel is the email support, and the email is the input that drives the regional support team. The regional team is available during business hours, and the regional support is the right thing for the regional player experience.
The platform’s UI is available in English and Hindi, with regional language support planned for 2026. The regional UI is the input that drives the broader accessibility, and the accessibility is the desk’s commitment to year-round player engagement.
Escalation paths for unresolved issues
If the contact channel hasn’t responded within the published response window, the player can escalate through the operator’s support channel, the bank’s dispute resolution mechanism (for payment-related issues), or the consumer court (for material disputes). The escalation paths are published in the help centre, and the player should know the paths before they need them.
The escalation path that is most often effective is the bank’s dispute resolution mechanism, because the bank is the regulated entity that holds the funds during the dispute. The bank’s dispute team has the authority to reverse a transaction, and the reversal is usually faster than the operator’s support flow.
The escalation path that is least often effective is the consumer court, because the consumer court process is slow and the dispute amounts in fantasy sports are usually below the threshold for a meaningful court case. The consumer court is the right path for material disputes, but it’s not the right path for routine support issues.