Support

Getting Support

You can get support by emailing us at support@builtbysnowman.com. The full details of our Customer Support Policy are below.

Customer Support Policy

Snowman is committed to providing helpful and timely customer support to ensure your gaming experience remains as positive and barrier-free as possible. We offer support to players of Lucky Luna by the scope, hours, and channels below.

Snowman’s support is available for the following:

1.1 Troubleshooting

• Bugs of that affect gameplay such as crashes or inconsistencies with the controls

• Answering general questions, providing direction to relevant documentation available

1.2 Localization

• Translations of text in the game that are incorrect or misleading

2. Who can contact Support?

This service is available to all players of Lucky Luna on Netflix. Support requests will only be processed if:

• The request is made through one of our official support channels (see below)
• The request falls under our scope of support
• The request or communications thereafter contain all the necessary information to diagnose the issue

3. Support Channels

3.1 Customer support is available through the following official channels: Email Requests can be made via email at support@builtbysnowman.com.

4. Response Time

4.1 Snowman's studio hours are 9am - 6pm Eastern Time, Monday - Friday, excluding Canadian holidays. Support inquiries may be submitted at any time but expected response time will vary based on volume of requests and order in which they came.

5. Updates

Snowman will consider all serious requests submitted and will attend to the issues that majorly affect gameplay first and foremost. While we understand that encountering issues in any game may be frustrating, we thank you for your patience during the time it takes to improve and deliver an update of the current version.