Locating the Support Option In-game
If you are experiencing issues in any of our games, you can contact the Hunted Cow Support team directly from inside the game itself!
To do this, look for the support button in the game menu.
Alternative Methods of Contact
Having issues accessing our games? Struggling to create a ticket using the support button in the game menu? Donât worry! There are alternative ways to contact us for help:
Email us at support@huntedcow.com
OR
Submit a ticket through the Web Portal: https://support.huntedcow.com
Here are the things we will need from you when you report an issue to us...
First, Check for Updates or â Bug-Reports
Before submitting a ticket, it's a good idea to check if there are any updates available for the game or if the issue you're encountering is an issue that the developers are already aware of. Sometimes, issues can be resolved by simply updating the game to the latest version.
Then, Provide Detailed and Accurate Information
When reporting an issue to the Support team, please ensure that you have entered the correct email address and that you have selected the appropriate category for the issue you are encountering. When reports are inappropriately categorised or we donât receive the correct email address for you, our response times can be significantly increased or halted entirely. Inputting the correct email address and category helps us to get back to you in a timely manner!
When reporting an issue to us, please include as much detail as possible. Information that helps us resolve issues quickly includes:
- The name of the game youâre encountering an issue on
- Your in-game username (including any special characters, without these we might not be able to identify your account!)
- The device you access the game on (make and model are preferred, please!)
- The platform you make purchases through (e.g., Apple, Google Play, etc.)
- The version of the app youâre playing on
- A detailed description of the issue you are experiencing (logs, screenshots, and recordings are always appreciated)
- A detailed account of what you were doing in-game when you experienced the issue (crash logs and step-by-step explanations help us recreate the issue so we can better understand what happened)
Please note: the more information you provide, the easier it will be for the support team to assist you.
When Attaching Screenshots or Videos...
If the issue you're experiencing can be visually captured, please consider attaching screenshots or videos to your ticket. This can provide additional context and help the Support team understand the problem more effectively.
If youâre sending the report via the game directly, youâll have to wait for the initial response and then attach the captured screenshot or video to your emailed responses.
When communicating with the Support team, we kindly ask for...
Patience
We arenât a large team, so please be aware that after submitting a ticket, it may take some time for us to respond, especially if we're receiving a high volume of inquiries at the time.
We kindly ask for your patience and for players to avoid submitting multiple tickets regarding the same issue in a short period, as this can cause confusion and delays in the resolution process.
We understand that waiting for a response can be stressful when the game isnât working as intended and we apologise for any inconvenience caused during these times. Your patience and grace are always greatly appreciated while we work to resolve the issues presented to us.
Respect
Please remember that the Support team is here to help you and that we are very real people on the other side of the screen (We promise!)
Being polite and respectful can go a long way in receiving prompt and helpful assistance. We ask that players avoid using offensive language or making unreasonable demands, as this may hinder our ability to assist you effectively.
Not heard back from us?
If after 5 days you have not heard back from us, please check your inbox and spam folder in case our replies have been filtered to the incorrect place.
When in doubt, we suggest submitting a follow-up ticket for confirmation. If you do this, include the information detailed in your initial ticket and the ticket number so that we may locate your original correspondence and get back to you as soon as we can!
Please note that if you submit a follow-up ticket to us, this ticket may be merged into the original for clarity and ease of access. This does not mean that your follow-up ticket has been dismissed or closed.
We will get back to you as soon as we can!