The xat ticket is a support system for users to communicate with xat volunteers and/or admins concerning their account or any questions or concerns they may have.
The ticket system is open to all registered users.
Currently, the xat ticket system does not support languages other than English. This means tickets and responses must be submitted in English, or they may be ignored. You may use a translator. Please make sure to type complete and concise sentences in order for the translator to work properly.
Creating a Ticket
To create a ticket, go to https://util.xat.com/support/open.php.
If you are logged in, your xat ID will automatically be shown in the "xat username" form. If you cannot login, you can simply enter the email address associated with your xat account on the form. However, some topics require you to be logged in (view table below). In this case, you can open a ticket on an alternate account. To learn how to make an alternate account, read the New ID article.
In the next field, type your xat.com password for the corresponding username. Under the "Help Topic" field, select a topic from the dropdown menu related to your issue (see example 1).
Once this is complete, enter the subject for the ticket (ex: I am locked out of my account). Ensure that your subject is at least 5 words.
The final field (Message) is for explaining the issue you are having, or what you need help with. An example would be, "I am locked out of my ID 12345678, please update my location." You need to put a descriptive explanation of the problem you're having. If you are locked out, include any details that will help to verify that you are the account holder. These details might include your old IP address, the account name and ID number, the number of xats/days on your account, internet provider, previous location, etc.
Then click “Open Ticket” and wait patiently for a response. You will be emailed when you receive one.
If helpful new information arises during the meantime, or if you forgot to include something within the message, you may reply to your own ticket.
You are permitted only one open ticket per account. If you already have an open ticket, but require another one, you may reply to the existing ticket with information regarding the issue you are having, making sure to mention that it is a seperate issue, or you can contact a Volunteer and they can open another ticket for you.
Please note: you must be a PAID USER to open a ticket under some help topics (view table below). A paid user is considered as someone who has bought xats from the xat buy (xat.com/buy) page.
If you are not a paid user, you may go to https://xat.com/support and register on the forum (Top Right > Sign Up). Then, you may ask a question in the general support section. Or, you can ask a question on the help (xat.com/help) chat.
Help Topic Details
Below is a table with information regarding what help topics require you to be logged in and which require you to be a paid user:
|Help topic:||Description:||Paid users only:||Must be logged in:|
|A General Question or Concern||Submit General Support Questions here. If you are unsure about what section to use submit here.|
|Account Block||If you receive system error 25/55 when trading/transferring or if your account is held for more than 7 days or if your account has been deleted or if your xatspace/profile has been deleted.|
|Account Hold||If your account is held less than 7 days.|
|Chat Block||If your chat has been blocked from promotion, or has all of its content removed.|
|Domain Unblock||If you need a domain unblocked via linkvalidator, or below your chat.|
|Email Change / Hint||If you need an email change on an account that you can log into. For security reasons, you can only update to a Gmail address at this time.|
|Location Update||If you need a location or IP address update to use account locking.|
|Locked Out||If you have been locked out of your account.|
|Lost Access||If you lost access to your account by forgetting the email and password, or by forgetting the password and losing access to the email.|
|Lost Auth||If you have lost access to your authenticator code and you are unable to generate auth codes to sign into your account.|
|Payment Problems||Submit Payment Problems here e.g. Missing xats/days after purchase, Reserve Problems. Tickets about other problems will not be answered; if you are unsure about what section to use submit to "A General Question or Concern".|
|Report Phishing Site||Report any phishing sites, private servers or any other website that is against the terms here.|
|Report Scam||Open a ticket here if you have been scammed, phished or are missing any xats. Please include any evidence that you have in the ticket.|
|Short Names and Groups||If you need a short name transferred or if you want a short name or a group put back up for sale.|
Some help topics may be delayed. To view various statuses of the departments, read the Ticket times article.
Viewing and responding to an Open Ticket
To view a ticket you've created, go to https://xat.com/ticket and select "Check Status" (see example 2).
This will show your xat username with a message saying "Authentication Required". Enter your xat password and you will be lead to a list of your existing tickets (see example 3):
Select the ticket you would like to view. Here, you can either respond if your problem is not solved or if you still have any questions. If you feel that your ticket was fully answered, then the ticket is complete.
Another way you can check an existing ticket is through your email. You should have received an email from xat regarding a response to your ticket. Simply click the link provided in the email to access your ticket. Ensure you are checking the email associated to the xat account you created the ticket on.
To see a list of the current ticket volunteers, see the volunteers page.