Customer Support & Bug Reporting

Santae is committed to providing timely assistance to players who experience technical issues, account concerns, or rule disputes. The support system allows efficient resolution of problems while maintaining a fair and secure environment for all users.

The support ticket system is the primary way for players to report issues and request assistance from Santae staff.

Players should submit a support ticket if they experience:

Billing Issues

• Unauthorized charges or payment concerns.
• Duplicate purchases or accidental transactions.
• Failed SanCash purchases (e.g., funds deducted but no currency received).
• Refund requests (only valid under refund policy conditions).

Account Recovery

• Forgotten password issues.
• Locked or suspended accounts (requesting review).
• Compromised accounts due to hacking attempts.
• Requests to update account email (if access to the original email is lost).

Rule Violations & Disputes

• Reporting a user for harassment, scamming, or inappropriate behavior.
• Disputing a penalty or requesting an appeal.
• Requesting investigation into a trade dispute.
• Requesting moderation action on a forum or chat violation.

Bug Reports & Game Issues

• Glitches affecting gameplay or causing crashes.
• Visual or UI errors (broken images, missing buttons, etc.).
• Issues with gathering, herding, or pet interactions.
• Errors in item descriptions, quest rewards, or event mechanics.

*Support tickets should include as much detail as possible, including screenshots, timestamps, and a description of the issue.

Staff will typically respond to support tickets within 1 business days (depending on staff availability and ticket volume).

• High-priority issues (e.g., account security, billing errors) are handled first.
• Moderate issues (e.g., trade disputes, rule violations) may take longer to investigate.
• Low-priority issues (e.g., cosmetic bugs, minor UI errors) are reviewed as time permits.

*Players should NOT spam multiple tickets for the same issue. Doing so may delay response time. *If no response is received within the expected timeframe, players can submit a follow-up inquiry.

• Santae relies on player reports to identify and resolve game bugs. Players are encouraged to report all bugs immediately, especially if they could impact game balance.

To report a bug, players can:

• Use the in-game bug report function (if available).
• Submit a support ticket under "Bug Report."
• Post in the designated bug report forum (if applicable).

Bug reports should include:

• A clear description of the bug (what happened and when).
• Steps to reproduce the issue (if known).
• Screenshots or video proof (if applicable).
• Information about the browser, device, or operating system used.

Knowingly abusing a bug instead of reporting it may result in account penalties. Examples of Exploit Abuse:

• Using a glitch to duplicate items or currency.
• Gaining unintended bonuses in events or leaderboards.
• Bypassing trade restrictions to gain an unfair advantage.
• Exploiting UI bugs to access features not yet released.

Consequences for Bug Exploits:

• First Offense: Warning + removal of exploited gains.
• Repeat Offenses: Temporary suspension.
• Severe Cases: Permanent ban. *If a player discovers a major exploit, they should report it immediately and refrain from using it.

Santae offers multiple ways to contact support depending on the type of issue:

• Support Ticket System – For all billing, account, rule violation, and bug reports.
• Bug Report Forum (if available) – For general gameplay bugs and UI issues.
• Discord (if supported) – For quick, non-account-related questions or community feedback.

*Do NOT attempt to contact staff via personal messages for support issues. All requests must go through official channels to ensure proper tracking and resolution. *By following these policies, players help Santae maintain a smooth, fair, and enjoyable experience for all users.