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Frequently Asked Questions

Brandon

Account Problems

Q: My account is held, how should I proceed?

A: The answer depends on the duration of the account hold.

 

5-6 days (automatic)

  • Are you at your home location?
    • Yes
      • Are you utilising a proxy or VPN?
        • Yes
          • Disable the proxy or VPN and then proceed to login from your home location. If you once again trigger the anti-phishing hold, proceed to open a ticket about the problem. The help topic that should be selected is Account hold.
        • No
          • Open a ticket under the Account hold help topic and request a location update.
    • No
      • Do you plan on staying there for an extended period of time?
        • Yes
          • It is advised that you open a ticket under the Account hold help topic and that you request a location update so that you don't trigger the anti-phishing hold when you login at your out-of-town location.
        • No
          • It is advised that you wait the hold out since you will be returning to your home location in the near future.

 

7-14 days

Wait it out, the account has been held for security reasons by xat. Either payments are clearing or your account has been unlocked recently (as a result of a support ticket).

 

28 days

If you had an email change, there is no action required (the account was held for security reasons by xat). Otherwise, proceed to open a ticket under the Account Block help topic.

 

Indefinite number of days, system problem (55)

You should open a ticket under the Account Block help topic to resolve the issue.

 

Q: My xat.me profile is missing, how do I resolve this issue?

A: Open a ticket under the Account Block help topic to have this investigated.

 

Q: I'd like to change the email associated with my xat account, how do I proceed?

A: Open a ticket under the Email Change or Email Hint help topic. This department should be selected if you have full access to both the account in question and its corresponding email.

 

Q: I've lost access to my xat account due to forgetting my email or losing access to the email address associated with the account, how do I proceed?

A: To request an email hint or change, you will need to open a ticket using an alternate account that you have full access to. The help topic that should be selected in this instance is Lost Access. In the ticket, be sure to include the username or identification number (ID) of the account you need help with. You will receive an email notice containing a link to your ticket at the email of the alternate account. It should be noted that there is a logged in requirement for this particular department. This means that you must login to said alternate account prior to attempting to open the support request, or you will be met with errors.

 

  • Do you have an alternate account that you have full access to?

 

Q: I'd like to update my account's set home location, how do I proceed?

A: Open a ticket under the Location Update help topic if you're not able to enable account locking.

 

Q: I'm locked out of my account, how do I proceed?

A: Unfortunately, if you are logged out and also locked out (E29), you will be unable to create a ticket without the assistance of a volunteer.

 

 

Q: I've not received the xats I paid for, how do I proceed?

A: Re-login at https://xat.com/login and refresh the page of any chat that you are on. If you still notice that your xats have not arrived, open a ticket under the Payment Problems help topic.

 

Note: Payments by e-cheque may take a couple of days to process.

 

Q: I have a transfer reserve that I want reduced or removed, how do I proceed?

A: You may have a reserve on the amount of xats you can use (freely transfer). This is typically applied after making a purchase using a non-guaranteed method of payment. Open a ticket under the Payment Problems help topic to resolve this.

 

Q: I've been scammed or phished, how do I proceed?

A: We don't encourage threads about specific users. Open a ticket under the Report scam help topic. It is advised that you submit a ticket immediately with as much proof as you have on the matter.

 

Be sure to include the following details (if available):

  • Events that occurred prior to the event.
  • The time and date that you noticed items were missing from your account.
  • The IDs of all individuals involved.
  • A list of all missing items.
  • Any links that were sent to you.
  • Any images or videos that may corroborate your story.

 

Q: I'd like a short name transfer, how do I proceed?

A: Open a ticket under the Short names and Groups help topic. You must be a paid user in order to open a ticket in this section. This means that you need to have made at least one purchase from https://xat.com/web_gear/chat/buy.php

 

Chat Problems

Q: How do I report an unfair ban?

A: The course of action is described below:

  • Is the chat on promotion?
    • Yes
      • Have you attempted to contact the main owner of the chat in question?
        • Yes
          • If you feel abuse took place, you may report the group using the Inappropriate button located below the chat.
        • No
          • We would encourage you to use the Message button located below the chat to reach out to the main owner of the group.
    • No
      • Have you attempted to contact the main owner of the chat in question?
        • Yes
          • If you feel disgruntled or are not happy with the situation, you may wish to find a new group to join. For a list, see https://xat.com/groups.php
        • No
          • We would encourage you to use the Message button located below the chat to reach out to the main owner of the group.

 

Q: My chat has been blocked for promotion or delisted, how should I proceed?

A: Open a ticket under the Chat Block help topic to resolve this.

 

Note: Newly created groups will be unable to be promoted for 7 days from activation date. This is unable to be adjusted, it's a system-defined constant.

 

Q: How do I get my domain unblocked through LinkValidator or approved for below my chat?

A: Open a ticket under the Domain Unblock help topic. You must be a paid user in order to open a ticket in this section. This means that you need to have made at least one purchase from https://xat.com/web_gear/chat/buy.php

 

Forum Problems

Q: Why am I unable to create a new forum topic?

A: You need to confirm your forum account through your email in order to start a thread.

 

Q: Why am I unable to set a signature or use a cover photo on the forum?

A: You must be in the Advanced Members user group on the forum to be able to use these features. Entrance to this group is automatic and is based on a couple of different factors.

 

Website Problems

Q: I'd like a short name or group put up for sale, how do I proceed?

A: Open a ticket under the Short names and Groups help topic. You must be a paid user in order to open a ticket in this section. This means that you need to have made at least one purchase from https://xat.com/web_gear/chat/buy.php

 

Q: How do I report a phishing website?

A: Open a ticket under the Report Phishing Site help topic.

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