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Support channels

We at spaceman demo offer multilingual support through three main channels: live chat, email, and in-app help. Live chat is available 18 hours daily and typically responds within subject to verification during business hours — ideal for quick account questions, payment issues, or technical problems. Email support ([email protected]) is best for detailed requests like data deletion, account recovery, or withdrawal disputes; expect a response within 24 hours on business days. In-app help provides instant access to FAQs, account settings, and transaction history without waiting for a team member. Choose live chat for urgent matters, email for complex issues requiring documentation, and in-app help for self-service guidance. All channels operate in English and are staffed by trained account specialists familiar with regional payment methods and game rules.

Common request categories

The most frequent support requests fall into four categories. Login and account access issues — forgotten passwords, locked accounts, or device verification — are resolved within subject to verification via live chat or email. KYC (Know Your Customer) verification questions cover document requirements, upload procedures, and typical review timelines (subject to verification to 2 hours during business hours). Withdrawal and payout inquiries address processing windows, payment method selection, and transaction status checks — most withdrawals clear within 12–48 hours after approval. Technical issues include game crashes, payment gateway errors, or mobile app problems — these are escalated to our technical team and typically resolved within 2–4 hours. Each category has a dedicated workflow to ensure fast, accurate responses. Providing your account email and transaction ID (if applicable) speeds up resolution significantly.

Response window expectations

Response times vary by channel and issue type. Live chat queries receive an initial response within subject to verification during our 18-hour daily operating window; simple questions are resolved immediately, while complex issues may be escalated to a specialist. Email support aims for a first response within 24 hours on business days; detailed requests like account recovery or data deletion may take 2–5 business days for full resolution. Account verification (KYC) typically completes within subject to verification to 2 hours if documents are clear and submitted during business hours; submissions outside business hours are queued and processed the next day. Withdrawal reviews take 12–48 hours after account verification is complete; once approved, funds transfer to your payment method within subject to verification depending on the provider (DANA and QRIS are fastest). During peak periods, holidays, or system maintenance, all windows may extend by 24–48 hours. We notify you of any delays via email or in-app notification.

Escalation flow

If your initial support request is not resolved to your satisfaction, escalation is automatic. After 48 hours without resolution, your ticket is flagged for senior review. Provide clear documentation — screenshots, transaction IDs, payment confirmations, or error messages — to speed escalation. For withdrawal disputes, include your account email, withdrawal request date, and payment method; our finance team investigates and responds within 5 business days. For account security concerns (unauthorized access, suspicious activity), escalation goes directly to our security team, which responds within 24 hours. For data deletion or privacy complaints, escalation is handled by our compliance officer within 30 days as required by law. Always reference your support ticket number in follow-up messages. If you remain unsatisfied after escalation, you may file a formal complaint through our legal notice page — we review all complaints and respond within 60 days.