Find solutions for payment, account, bonus, or technical issues — or talk directly with our support team.
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Issues with bKash, Nagad, Rocket & Bank Transfers
Most PopularProfile updates, security, and verification-related matters
35 GuidesBonus not activating, wagering requirements, and cashback issues
22 GuidesAndroid APK, iOS installation, and all app-related issues
18 GuidesIssues with live bets, odds, cancelled matches, and winnings
28 GuidesQuestions about passwords, login issues, and data security
15 GuidesLoyalty points, VIP levels, and reward redemption
12 GuidesSelf-limits, budget controls, and break features
Important
The Sana 101 support team is here for you 24 hours a day, 7 days a week
The fastest way to get help — on average, a Bangla-speaking agent will respond within 3 minutes.
For complex issues, send us an email — you'll usually receive a detailed response within 2–4 hours.
Join our Telegram support channel for quick updates and direct messaging.
Select a category based on the type of issue you have
Money deducted from bKash/Nagad but not credited to your account — this usually resolves within 5–15 minutes. If it takes longer, contact us via Live Chat with your payment reference.
Withdrawals are usually processed within 1–24 hours of your request. Requests made after midnight will typically be processed the following morning.
If you entered the wrong number during a deposit, contact Live Chat immediately. Have your transfer reference number ready when you reach out.
Bank transfers typically take 24–48 hours. When making a transfer, make sure to include your username in the description field.
A transaction can fail for various reasons — daily limit reached, network issues, or an incorrect amount entered. If money was deducted, contact support right away.
Your first large withdrawal may require identity verification. Uploading a photo of your NID or passport will speed up the process.
You can update your name, date of birth, and phone number from Settings → Profile. Some changes may require verification.
To keep your account secure, enable 2FA from Settings → Security. You'll need to enter an OTP each time you log in.
KYC may be required for large withdrawals or certain promotions. Simply upload photos of the front and back of your NID to complete verification.
You can log into the same account from both your phone and computer. If you experience any issues, try logging out from one device.
Bonuses are usually added automatically with your deposit. If yours hasn't arrived, check whether a promo code was required.
A certain amount of wagering is required to convert a bonus to cash. You can check your current progress on the 'My Bonuses' page.
Bonuses are generally valid for 7–30 days. Once expired, any unused bonus will be cancelled and cannot be recovered.
Free spins are awarded for specific games. Open the relevant game and the spins should be added automatically.
Go to Settings → Security → Unknown Sources and enable it. On Samsung devices: My Files → Settings → Install unknown apps.
Go to Settings → Apps → Sana 101 → Clear Cache and Clear Data, then reinstall the latest version.
Check your internet connection. Turn off any active VPN. Try switching between 4G and WiFi to see if that helps.
Go to Phone Settings → Apps → Sana 101 → Notifications and make sure they're enabled. Also check Settings → Notifications within the app itself.
Sana 101 wants you to play safely and within your limits
Set your own daily or weekly betting limit. Once the limit is reached, betting will automatically stop.
Set a weekly or monthly deposit limit in advance — once it's set, you won't be able to deposit beyond that amount even if you want to.
Need a short break? You can temporarily suspend your account for anywhere between 24 hours and 30 days.
If you feel it's necessary, you can request a permanent self-exclusion from Sana 101. Please contact support.
After a set period of play, you'll receive an automatic reminder letting you know how long you've been playing.
Issues can happen on any online platform. When you run into a problem on Sana 101, start by checking the guides in this Help Center — most issues can be resolved right here.
Payment issues are the most common queries we receive. Mobile banking servers in Bangladesh can sometimes be busy or go into maintenance after midnight, which may cause deposit delays. Sana 101's system holds your payment correctly, so avoid retrying multiple times — make one attempt and wait.
Bonuses are a common source of confusion. You can't withdraw a bonus immediately after receiving it — you need to complete a certain amount of bets first. This wagering requirement is listed on each bonus's details page. At Sana 101, these terms are relatively straightforward, but it's always worth reading them.
Live Chat support is available 24 hours a day, Bangladesh time. Even late at night, you'll typically get a response within 3–5 minutes. For urgent payment issues or a locked account, Live Chat is the fastest way to get help.
No Sana 101 support agent will ever ask for your password, OTP, or bKash PIN. If anyone asks for this information, end the conversation immediately.
How Support Tickets Work
A ticket number is automatically generated whenever you contact us via live chat or email.
A Bangla-speaking agent will understand your issue and ask for the information needed.
Complex issues such as payment problems may be escalated to the technical team.
Once your issue is resolved, you will be notified and the ticket will be closed.
Share your support experience and help us do better.
Many issues can be resolved on your own — and it's usually faster. Before reaching out to support, check the steps below.
If the app or site won't open, check your internet connection first. Also try turning off any VPN.
Most common bugs can be fixed simply by closing the app and reopening it.
For payment issues, keep the transaction ID from bKash/Nagad handy — you'll need it when contacting support.
Taking a screenshot of any error message will help support diagnose your issue faster.
| Live Chat | 7 days a week, 24 hours a day | Online |
| Daily, response within 2–4 hours | Active | |
| Telegram | Daily, 8 AM – 12 AM | Active |
The Sana 101 support team is online right now. Log in and speak directly with us via Live Chat.