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Shipping Problems

* Which platform did you purchase your Loona on?

* Could you please tell us your backer/order number?

* What problems are you encountering?

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1 work day (from Mon to Fri)

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Product Problems

* Which kinds of problem are you encountering?

Wifi connection
problem
Time Out
Network Error
Loona's screen is
frozen/stuck
Loona keeps
spinning
Loona does not go
straight
Issue with leg
movement in Loona.
Loona's body makes
noise
Loona's ear does
not move
Loona's ear light
does not come on
Loona cannot be
powered on
Loona startup error.
Unable to proceed.
Loona speaker has
no sound.
Loona Loona cannot avoid
obstacles.
Others

Please try following instruction first:

Step 1: Restart your phone and Loona.

Step 2: Reconfigure the network settings for Loona.

Step 3: Ensure that your phone is connected to the same Wi-Fi network as Loona. Check the Wi-Fi status on your phone. If the connection is not successful, proceed to steps four and five.

Step 4: Keep Loona in the awake state for at least one minute.

Step 5: Click on the connection button located in the top-right corner of the app to initiate the connection process.

If the "Timeout" prompts on Loona's screen, please check if the Internet connection is normal and reset the Loona Wi-Fi connection.

If the "Network Error" prompts on Loona's screen, please reset the Loona Wi-Fi connection and wait for at least 1 minute to let Loona connect to the Internet stablely.

Please long press the power button for 12 seconds to force shutdown and then restart Loona.

* Connect Loona with the App

* Enter 'Fun racing' under 'Assistant' on the App

* Control Loona to move forward and backward, observing if Loona can maintain a straight line as much as possible. If Loona can move in a straight line during control mode, it indicates that there are no issues with the rear wheel motor.

Step 1: Connect your phone and Loona.

Step 2: Enter the Fun Racing mode.

Step 3: Control Loona to move forward and backward, observing if Loona can maintain a straight line as much as possible.

Step 4: If Loona can move in a straight line during control mode, it indicates that there are no issues with the rear wheel motor.

If Loona cannot lift up her leg, please restart Loona.

Please press the power button once to sleep Loona first, and then wakeup Loona press the power button once. If Loona's ear still cannot move, please restart Loona.

Please press the power button once to sleep Loona first, and then wakeup Loona press the power button once. If Loona's ear light still cannot come on, please restart Loona.

* Please plug in the charging cable for Loona.

* Press and hold the power button for 15 seconds, repeat this process twice to restart the Loona hardware.

* Charge Loona for half an hour.

* Long press the power button on Loona to turn her on.

Please long press the power button for 12 seconds to force shutdown and then restart Loona.

* Connect Loona with the App. Set the volume to the maximum in the Setting.

* If Loona still has no sound, please restart Loona.

* Please keep Loona's screen clean.

* Put an obstacle in front of Loone when she is moving forward to check if Loona can avoid it.

* If Loona still cannot avoid obstacles, please restart Loona.

Has the problem been solved according to the above instructions?

for saving your time and to help us better address your question, please provide the following information:

* - Loona's S/N number
you can find it on the back of the box or in the Loona App

* - How long has the product been in use and how long have problems occurred?

* - The latest time this problem happened
Please give us a relative accurate time. June 13 2023 20.00 Beijing time

* Has Loona had any accidents?
For example, falling, hitting a corner, etc.

* Your phone model and version.

* Please provide the email address associated with your Loona account.

* If the problem did not disappear after a reboot, please do Loona problem diagnosis located in the settings. Our embedded engineers will analyze the log and optimize the device accordingly

* If problem is not solved by any method you have tried, please do Loona problem diagnosis located in the settings (If you can)

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* Email address:

We appreciate your patience and please feel free to contact us if you have any follow-up questions.

Your request was successfully submitted 🥰

We appreciate your patience and we will give you an answer within 1 work day (From Mon to Fri).

Please leave your contact information, we will contact you within 1 work day (from Mon to Fri)

Please try following instruction first:

Step 1: Restart your phone and Loona.

Step 2: Reconfigure the network settings for Loona.

Step 3: Ensure that your phone is connected to the same Wi-Fi network as Loona. Check the Wi-Fi status on your phone. If the connection is not successful, proceed to steps four and five.

Step 4: Keep Loona in the awake state for at least one minute.

Step 5: Click on the connection button located in the top-right corner of the app to initiate the connection process.

If the "Timeout" prompts on Loona's screen, please check if the Internet connection is normal and reset the Loona Wi-Fi connection.

If the "Network Error" prompts on Loona's screen, please reset the Loona Wi-Fi connection and wait for at least 1 minute to let Loona connect to the Internet stablely.

Please long press the power button for 12 seconds to force shutdown and then restart Loona.

* Connect Loona with the App

* Enter 'Fun racing' under 'Assistant' on the App

* Control Loona to move forward and backward, observing if Loona can maintain a straight line as much as possible. If Loona can move in a straight line during control mode, it indicates that there are no issues with the rear wheel motor.

Step 1: Connect your phone and Loona.

Step 2: Enter the Fun Racing mode.

Step 3: Control Loona to move forward and backward, observing if Loona can maintain a straight line as much as possible.

Step 4: If Loona can move in a straight line during control mode, it indicates that there are no issues with the rear wheel motor.

If Loona cannot lift up her leg, please restart Loona.

Please press the power button once to sleep Loona first, and then wakeup Loona press the power button once. If Loona's ear still cannot move, please restart Loona.

Please press the power button once to sleep Loona first, and then wakeup Loona press the power button once. If Loona's ear light still cannot come on, please restart Loona.

* Please plug in the charging cable for Loona.

* Press and hold the power button for 15 seconds, repeat this process twice to restart the Loona hardware.

* Charge Loona for half an hour.

* Long press the power button on Loona to turn her on.

Please long press the power button for 12 seconds to force shutdown and then restart Loona.

* Connect Loona with the App. Set the volume to the maximum in the Setting.

* If Loona still has no sound, please restart Loona.

* Please keep Loona's screen clean.

* Put an obstacle in front of Loone when she is moving forward to check if Loona can avoid it.

* If Loona still cannot avoid obstacles, please restart Loona.

Has the problem been solved according to the above instructions?

for saving your time and to help us better address your question, please provide the following information:

We appreciate your patience and please feel free to contact us if you have any follow-up questions.

Your request was successfully submitted 🥰

Please leave your contact information, we will contact you within
1 work day (from Mon to Fri)