Ticket

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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 users may have.

The ticket system is open to all registered users.

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).

(example 1) Choose a topic for your issue.

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.

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 Topics 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. Edge8Gf.png Edge8Gf.png
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. kpN1Oza.png kpN1Oza.png
Account Hold If your account is held less than 7 days. kpN1Oza.png Edge8Gf.png
Chat Block If your chat has been blocked from promotion, or has all of its content removed. kpN1Oza.png Edge8Gf.png
Domain Unblock If you need a domain unblocked via linkvalidator, or below your chat. Edge8Gf.png Edge8Gf.png
Email Change / Hint If you need an email change on an account that you can log into. kpN1Oza.png Edge8Gf.png
Location Update If you need a location update to use account locking. Edge8Gf.png Edge8Gf.png
Locked Out If you have been locked out of your account. kpN1Oza.png kpN1Oza.png
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. kpN1Oza.png Edge8Gf.png
Lost Auth If you have lost access to your authenticator code and you are unable to generate auth codes to sign into your account. kpN1Oza.png kpN1Oza.png
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" Edge8Gf.png Edge8Gf.png
Report Phishing Site Report any phishing sites, private servers or any other website that is against the terms here. kpN1Oza.png Edge8Gf.png
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. kpN1Oza.png Edge8Gf.png
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. Edge8Gf.png Edge8Gf.png

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).

(example 2) Check the status of submitted tickets.
(example 3) List of tickets.

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.


Ticket Volunteers

To see a list of the current ticket volunteers, see the volunteers page.