Need assistance? Our support system ensures your questions are answered quickly—whether you are a Visitor, Student, Tutor, or Event Organizer.

How to Get Help

  1. 24/7 AI Chatbot (Fastest Response)

Click Debel Chatbot & Support Ticket at the bottom right of your screen. Our AI chatbot handles most routine inquiries instantly, including:

  • Account & Access: Registration, password resets, profile updates, and language settings.
  • Identity & Verification (Didit): Guidance on KYC/KYB requirements, acceptable IDs, and status updates.
  • Payments & Wallet : Wallet balances, pending transactions, escrow terms, and withdrawal status.
  • Marketplace & Events: Booking tutors, joining events, hiring freelancers, submitting projects, or managing affiliate links.
  • Technical Issues: App performance, browser compatibility, and video call troubleshooting.
  1. Live Agent & Support Tickets

If the AI cannot resolve your issue, send us a support ticket with your full account history, transaction details, and device info.

  1. Log in to your DEBEL account.
  2. Navigate to Debel Chatbot & Support Ticket.
  3. Click Send us a ticket, fill in the details, and attach any relevant screenshots.

Support Team & Routing

Your ticket is automatically routed to the right specialized team for swift handling:

Ticket Category

Responsible Team

Scope of Service

Account

Customer Support

General account management and onboarding

KYC / KYB

Compliance

Identity verification and document reviews

Wallet, Payments & Escrow

Finance

Deposit delays, escrow releases, and payouts

Refunds & Complaints

Disputes & Marketplace

Order disputes, tutor/student complaints, and policy reviews

Events & Projects

Operations

Event hosting, project submissions, and promotions

Technical Bug

Developer Team

System bugs, app glitches, and platform crashes

Escalation Hierarchy

  • Level 0 (AI Chatbot): Resolves instant inquiries 24/7.
  • Level 1 (Support Agents): Assists with account setups, document requests, and general troubleshooting.
  • Level 2 (DEBEL Internal Specialists): Handles escrow releases, dispute decisions, refunds, and policy overrules.
  • Level 3 (Partner Support): Direct escalation to Didit or Debel engineering teams for gateway-level payment or verification issues.

Response Time Targets (SLAs)

Priority

First Response

Target Resolution

Critical (e.g., Locked Payments)

Within 1 hour

3–5 Business Days (subject to payment gateway processing)

High (e.g., Major Account Issues)

Within 4 hours

48 hours

Medium (e.g., General Inquiries)

Within 12 hours

5 Business Days

Low (e.g., Minor Feature Requests)

Within 24 hours

7 Business Days

 

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