LuLu’s Support

• How do I restore my purchases?

  Open Shop → Support LuLu’s and tap Restore purchases (it’s also at the bottom of Settings). Make sure your device is signed in to the same Apple Account you bought with. One-time purchases, like the Supporter Pack, come straight back.

  Tip jars add tips to the game on the device you bought them on, so they can’t be restored once the app has been deleted.

• Where is my progress saved?

  Only on your device. LuLu’s has no accounts and no cloud saves, and we never receive a copy of your progress.

  That means deleting the app deletes your progress: your tips, rank, upgrades, decorations, outfits and stamp cards. We can’t bring it back, because we never had it. Your one-time purchases can still be restored.

  Want a fresh start instead? In the game, go to Settings → Progress → Reset progress. Your name tag and settings stay.

• What is Cozy mode?

  Cozy mode means no walkouts and more time on every timer, so you can cook at your own pace. Guests stay calm, and your scores and tips work exactly the same, so you keep progressing normally.

  Turn it on or off any time in Settings → Play your way → Cozy mode. After a tough night, the game also offers it for your retry.

• Can I play with the sound off?

  Yes. Every sound in the kitchen has an on-screen caption: little DING! and BEEP! stickers right where the action is, so you never miss a timer or a guest.

  Sound captions are on by default, and they always stay on while sound effects are off. You’ll find them in Settings → Play your way → Sound captions. Sound effects, music and haptics each have their own switch under Settings → Sound & feel.

• Do I have to watch ads?

  Never. There are no forced ads and no energy timers, ever. A few rewards, like bonus tips in the Shop, Night Market Specials, or double tips after a good night, can be earned with a short video if you choose to watch one.

  Before the first video, the game may ask for your consent and show Apple’s tracking prompt. You can say no; the rewards work the same either way. If you have the Supporter Pack, bonus tips and specials don’t need videos at all.

• A video didn’t play, or I didn’t get my reward

  Videos need an internet connection, and sometimes there simply isn’t one ready (“No video yet”). Each reward also has a daily limit (“Back tomorrow”). The reward is added once a video plays to the end; closing one early skips that reward.

• Does LuLu’s work offline?

  Yes. Everything about cooking and running the stall works with no connection at all. Only the optional videos and making or restoring purchases need the internet.

• I bought something by mistake

  Purchases are handled by Apple, so refunds are too. You can request one at reportaproblem.apple.com.

Still need a hand?

Email us and tell us what happened. It helps to include your device model, its software version and the game’s version (shown at the bottom of the game’s Settings).

support@machettelabs.com

More about how LuLu’s handles your data is in the privacy policy, and the rules of play are in the terms of use.