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Frequently Asked Questions

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Brandon

Do you have a question? It's probably answered here!

  • The security check email is not arriving to my email inbox?
    If you are confident you are checking the correct email, be sure to verify that info@xat.com is in your list of SafeSenders or that you don't have any filters set up that would inhibit emails from xat reaching your inbox.

    If you are sure you have no special rules in place and have checked all folders of your email, you will want to open a ticket from an alternate account and request that the email of your primary account be changed. The help topic that should be selected in this case is Lost Access and the subject of the ticket must be 5 words or more in length. There is also 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.

    If you don't have an alternate account, you will need to create one. To do so, you will need to obtain a new ID and proceed to register it (and subsequently activate the account).

    Instructions for resetting your user data (to obtain a new ID) can be found below:

    https://util.xat.com/wiki/index.php?title=Users_Guide#How_do_I_reset_my_ID.2Fuser_data.3F

    If you need further guidance, please seek out a volunteer from the list below:
    https://forum.xat.com/search/?&type=core_members&joinedDate=any&group[8]=1

    When contacting a volunteer on the forum, make sure to provide the following details:
    • Username or ID of the account in question.
    • Email address of the account.
    • A small description of the problem.
      • In this instance, it would be that you are not receiving security check emails (E30/64).
  • My account is held! What do I do?
    • 5-6 day hold (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 support request 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. That way, you won'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 day hold:
      • Wait it out, the account has been held for security reasons by xat.
    • 28 day hold:
      • 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.
    • System Problem (55):
      • Your account is held indefinitely. You should open a ticket under the Account Block help topic to resolve the issue.
  • I am locked out of my account! What do I do?
    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 (at least, in the interim). You will need to contact a
    volunteer through the forum by sending a private message to them. You will need to ask them to open a ticket for you as you can no longer open a ticket when you are not logged in. Make sure you tell them why you need a ticket opened and provide them with your account ID and the email address tied to it.

    If you are still logged into the account in question, you should proceed to create the ticket yourself. The help topic that should be selected is Locked out.

    If you need further guidance, please seek out a volunteer from the list below:

    https://forum.xat.com/search/?&type=core_members&joinedDate=any&group[8]=1

    When contacting a volunteer on the forum, make sure to provide the following details:
    • Username or ID of the account in question.
    • Email address of the account.
    • A small description of the problem.
      • In this instance, it would be that you are locked out of your account (E29)
  • I forgot my email! What do I do?
    To request an email hint, 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.

    a) If you have an alternate account that you have full access to, simply login to it at
    https://xat.com/login and then proceed directly to the support system.

    b) If you do NOT have an alternate account that you have full access to, you will need to create one. To do so, you will need to obtain a new ID and register it (and subsequently activate the account).

    Instructions for resetting your user data (to obtain a new ID) can be found below:

    https://util.xat.com/wiki/index.php?title=Users_Guide#How_do_I_reset_my_ID.2Fuser_data.3F

    If you need further guidance, please seek out a volunteer from the list below:
    https://forum.xat.com/search/?&type=core_members&joinedDate=any&group[8]=1

    When contacting a volunteer on the forum, make sure to provide the following details:
    • Username or ID of the account in question.
    • Email address of the account.
    • A small description of the problem.
      • In this instance, it would be that you want an email hint for your primary account, <username here>.
  • How do I report scamming or phishing?
    We don't encourage threads about specific users. Create a ticket. Select the Report scam help topic. The subject should be at minimum of five words in length. You do not have to be a paid user to open a ticket in this department. We would encourage you to submit a ticket immediately with as much proof as you have on the matter.


    Be sure to include the following details:
    • Events that transpired prior to the event
    • Any links that were sent to you
    • 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 screenshots that may corroborate your story
  • How do I report an unfair ban?
    • 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.
  • Why did I not receive the xats I paid for?
    Type "/t" in the main of a chat and your xats should appear after the big smiley disappears. Alternatively, login and refresh any chat that you are on. If you still notice that your xats have not arrived, open a ticket. Select the Payment Problems help topic. The subject should be at least five words.


    N.B. Payments by e-cheque may take a couple of days to process.
  • How can I get my reserve removed or reduced?
    You may have a reserve on the amount of xats you can use (freely transfer). This typically is applied after making a purchase using a non-guaranteed method of payment. Open a ticket. Select the Payment Problems help topic. The subject should be at least five words. You may request for the reserve to be reduced, or you may ask for the amount of xats the reserve reduces by each day.
  • How can I get a short name unlocked if it is no longer being used?
    To request for a short name to be unlocked or recycled, open a ticket. Select the Short names and Groups help topic. The subject should be at least five words. You must be a paid user in order to open a ticket for this. This means that you need to have made at least one purchase from https://xat.com/web_gear/chat/buy.php
  • Why am I unable to create a new forum topic?
    You need to confirm your forum account through your email in order to start a thread.
  • Why can't I use a forum signature?
    If you want to use a forum signature, you need to be an Advanced Member. Entrance to this user group is automatic and is based on a couple of different factors.
  • My xatspace was removed. How do I resolve this?
    Your xatspace was likely removed due to breaking xat's Terms of Service or due to a failure to abide by the CSS guidelines. Open a ticket under Account Block to have this investigated. Ensure the subject of your ticket is at least 5 words in length.
  • My chat was deleted. What can I do?
    Your chat was likely removed due to breaking the Terms of Service. Open a ticket under Chat Block to have this investigated. Ensure the subject in your ticket is at least 5 words.
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