Advanced Members Popular Post Daniel Posted June 26, 2016 Advanced Members Popular Post Share Posted June 26, 2016 I'm not sure how recent this change is or how many people have been denied lost access requests because of this but I personally don't agree with this change. What is it? Volunteers will point blank refuse to help a user gain access to an account that they have lost access to if their account does not have at least a 1000 xat value (store price) OR a short name. This can be seen from this reply: Note: in this case, this user has an 8 digit id, which is worth more than 1,000 xats (c'mon, seriously?) I guess you could just say "Why don't they just factor in IDs too?" well, I suppose it's because there's no way to draw a line on how much xats an ID is worth and what IDs will "pass the policy" for lack of a better phrase. But regardless, the most important question is this: is it really fair in any case to deny users access to their own account based on the grounds that they don't have a short name or a estimated 1000 xat value store price? Especially if they have a non-random-10-digit? Thinking about it logically, I don't see many reasons for such a policy to be implemented. I'm sure someone is going to mention the increased amounts of phishing lately, well unfortunately I fail to see how these restrictions are going to lessen attempts because, now, I'm no mater phisher, but I certainly wouldn't be going after accounts that do not have a short name or less than 1,000 xats value. What use is anything less? Is this even down to greed? Are we forcing users to buy xats just in case they lose access to their account? Are they going to charge 1,000 xats "convenience fee" if the user really wants their account back? Thoughts? 10 Link to comment Share on other sites More sharing options...
Advanced Members Christina Posted June 26, 2016 Advanced Members Share Posted June 26, 2016 What if a user has 1M xats on another account? That makes it less important? My guess is this is so they can do the 1k charge for helping. 4 Link to comment Share on other sites More sharing options...
Advanced Members Popular Post Karl Posted June 26, 2016 Advanced Members Popular Post Share Posted June 26, 2016 Just now, Stah said: I'm sure someone is going to mention the increased amounts of phishing lately, well unfortunately I fail to see how these restrictions are going to lessen attempts because, now, I'm no mater phisher, but I certainly wouldn't be going after accounts that do not have a short name or less than 1,000 xats value. What use is anything less? People aren't going to phish an account with less than 1000 xats. "oh look i just stole an account with a shortname" "cool dude lol" They gain nothing from phishing an account without xats. Especially going all the way to recover it. You can argue that people are going to phish accounts using fake xat pages, and they would. But they wouldn't attempt to open a ticket to get the account because they are wasting their time. 6 minutes ago, Stah said: But regardless, the most important question is this: is it really fair in any case to deny users access to their own account based on the grounds that they don't have a short name or a estimated 1000 xat value store price? Especially if they have a non-random-10-digit? No it isn't fair at all. Even if they have a random 10 digit ID they should be allowed to recover their account. ID length shouldn't matter. Once an account is registered, it is the person who registered its property. There is no way you can stop someone recovering an account they own. The account is legally theirs. I fail to see how this was allowed to be added. It was without a doubt not looked at by "xats legal team". You can't force someone to pay to recover an account. Period. 3 minutes ago, Christina said: What if a user has 1M xats on another account? That makes it less important? My guess is this is so they can do the 1k charge for helping. Paying for customer support. Great! 7 Link to comment Share on other sites More sharing options...
Advanced Members Christina Posted June 26, 2016 Advanced Members Share Posted June 26, 2016 I am not saying it is right. I am saying it is what is supposed to be done in some, but not all, cases. So they create a ticket system for essentially PAID users only and then begin charging for help. Its to help cover costs and time. 1 Link to comment Share on other sites More sharing options...
Advanced Members Popular Post Karl Posted June 26, 2016 Advanced Members Popular Post Share Posted June 26, 2016 Users shouldn't have to pay to receive support. Admins should allocate resources and not charge people. Simple. 8 Link to comment Share on other sites More sharing options...
Advanced Members Popular Post Sean Posted June 26, 2016 Advanced Members Popular Post Share Posted June 26, 2016 I will agree that xat is taking it too far with this protocol. It doesn't take rocket science to recover a lost account, nor does it plant a stressful impact on the volunteer that is assisting them. All you need to do is verify their identity with a couple of basic questions. It is extremely unnecessary to strip a user's account rights just because they can't remember information that's linked to it, moreover, because it is undervalued. How does that sound? The only feasible explanation is that this was a financially driven move. 7 Link to comment Share on other sites More sharing options...
Advanced Members Christina Posted June 26, 2016 Advanced Members Share Posted June 26, 2016 Needless to say..this 1k min. is also going to create more users coming to help to complain and essentially getting banned for becoming upset. Link to comment Share on other sites More sharing options...
Advanced Members Popular Post Harrison Posted June 26, 2016 Advanced Members Popular Post Share Posted June 26, 2016 I am sad to hear this is happening. Many people can't afford xats or a shortname. I know when I started on xat and I got nameglow i was proud of myself. Nameglow isn't even worth 500 xats. How would you feel if you had just gotten your first power and you lost access to your account and now volunteers won't give you access to your account? What about all your friends, ranks and gifts linked to your account? To become "paid" all you need is to buy $5 worth of xats. From the store $5 doesn't get you 1000 xats so some paid users who have access to all ticket categories wouldn't be entitled to get their account back? If you make an account, you are entitled to use it unless you break the terms of service and I am pretty sure not buying xats isn't again the terms. Otherwise, why register? I am curious to hear the reasoning behind the volunteer's decision to implement this policy. 8 Link to comment Share on other sites More sharing options...
Advanced Members Christina Posted June 26, 2016 Advanced Members Share Posted June 26, 2016 My guess is that this also has something to do with the unintentional error 55. Link to comment Share on other sites More sharing options...
Advanced Members Popular Post Steven Posted June 26, 2016 Advanced Members Popular Post Share Posted June 26, 2016 That's really disappointing and ridiculous. There's no excuse to not help people recover their accounts. That is some of the worst support I've ever seen. If you don't have enough volunteers to help everyone who needs it, then perhaps you need to change the way your customer service works. I don't know of any other website that requires you to have a certain value associated with your account in order to receive support. xat has volunteers and a ticket system for a reason; they want to be a reputable, secure, professional website. Denying people service because they haven't paid "enough," in your eyes, is not only unfair, but also insulting to the users who are being denied support. Not everyone can, or is willing to spend money on xat, and not everyone uses xat to profit/get xats. They're still users on your website, they shouldn't be denied assistance. I don't know who made this decision, but ultimately, the job of the volunteers is to assist people. If they aren't going to do that, why are they volunteers? 15 Link to comment Share on other sites More sharing options...
Advanced Members valGOD Posted June 26, 2016 Advanced Members Share Posted June 26, 2016 It is unfair to pay 1000 xats just to gain access to the account, maybe someone is poor in xat and he / she doesn't have any xats and after what they will do... This was just my opinion. Many people can't even buy nameglow or something, but i don't accept this plus i don't know who came up with this decision hopefully they will change. Link to comment Share on other sites More sharing options...
Advanced Members Christina Posted June 26, 2016 Advanced Members Share Posted June 26, 2016 They have plenty of volunteers. Here is my guess..but I could be wrong. My guess is they are trying to help alleviate "another issue" that I can not post to give others the idea or put older accounts in danger. This then created the botched error 55. To help rectify that situation, this 1 was created. They just need to realize this solution is unfair and come up with another. Link to comment Share on other sites More sharing options...
Guest Posted June 26, 2016 Share Posted June 26, 2016 All people should have access to their account if it is theirs, everyone should have equal treatment This is terrible treatment from the volunteer, and I expect better from whoever write that response. You are a volunteer because you want to help contribute for the help of other people and admins think you are qualified, I see none of that in this. Link to comment Share on other sites More sharing options...
Advanced Members Flake Posted June 26, 2016 Advanced Members Share Posted June 26, 2016 I wouldn't personally find it to be an issue myself if I had no access to an account that is virtually valueless. However, I could imagine that other people would find it annoying, and the fact that accounts with ID's worth a lot can't be recovered is stupid. It's not like thousands of people are making tickets asking to recover lost accounts every day, so I don't really see why the restriction is there in the first place. This ticket literally says "We apologize for the inconvenience", so they obviously know it's something that shouldn't be happening but they're too lazy to fix it. 3 Link to comment Share on other sites More sharing options...
Guest Posted June 26, 2016 Share Posted June 26, 2016 1 minute ago, Flake said: I wouldn't personally find it to be an issue myself if I had no access to an account that is virtually valueless. However, I could imagine that other people would find it annoying, and the fact that accounts with ID's worth a lot can't be recovered is stupid. It's not like hundreds of people are making tickets asking to recover lost accounts every day, so I don't really see why the restriction is there in the first place. This ticket literally says "We apologize for the inconvenience", so they obviously know it's something that shouldn't be happening but they're too lazy to fix it. I think any account has value in a person. What if you have friends on that account that you talk to and you lose their ID in the friends list or you must explain that you moved account, maybe they wont believe you. Yes, I do agree, the restriction is placed without reason and should be removed immediately . Link to comment Share on other sites More sharing options...
Advanced Members Steven Posted June 26, 2016 Advanced Members Share Posted June 26, 2016 4 minutes ago, Flake said: I wouldn't personally find it to be an issue myself if I had no access to an account that is virtually valueless. However, I could imagine that other people would find it annoying, and the fact that accounts with ID's worth a lot can't be recovered is stupid. It's not like thousands of people are making tickets asking to recover lost accounts every day, so I don't really see why the restriction is there in the first place. This ticket literally says "We apologize for the inconvenience", so they obviously know it's something that shouldn't be happening but they're too lazy to fix it. Not to mention, a lot of xat's population only has a handful of powers (or none) with almost no value but they like their account and don't want any more. They use it as a chatting site. Some of them may be some of the most active people on this site, and they would still be denied assistance because xat doesn't value them enough because they haven't given them money. At least, that is how it would look from their perspective when they were told they weren't worth the volunteers' time. 1 Link to comment Share on other sites More sharing options...
Advanced Members Flake Posted June 26, 2016 Advanced Members Share Posted June 26, 2016 4 minutes ago, Franklin said: I think any account has value in a person. What if you have friends on that account that you talk to and you lose their ID in the friends list or you must explain that you moved account, maybe they wont believe you. Yes, I do agree, the restriction is placed without reason and should be removed immediately . Indeed, but some people, including myself, would not mind losing an account entirely worthless. But if someone cares enough to make a ticket about it something should obviously be done. Link to comment Share on other sites More sharing options...
Volunteers Crow Posted June 26, 2016 Volunteers Share Posted June 26, 2016 These people aren't idiots; the policy must be there for a reason. 1 Link to comment Share on other sites More sharing options...
Advanced Members XeR Posted June 26, 2016 Advanced Members Share Posted June 26, 2016 Your account is your identity. It is ranked on chats you go, it is tied to the regname people knows, it keeps your friends in its friend list. Even if you don't have powers on it, it's a great part of you on xat. I own two accounts that I never use. No shortname, no powers, no xats, no days. I recently moved, and required an ISP update. With the new policy, I would have lost them. They are 5-digits and are worth much more than 1k xats. That doesn't make any sense! Nobody cares. Let's sumarize the information we have instead: People can create tickets to recover their account They can even if they are not paid user The account will not be recovered if it is considered worthless The volunteer crew was (is?) running low. Three volunteers have been recruited recently. I went to the General Support section Number of questions in June: 15 + 3 + 6 (as of 06-26, so not a full month) Number of questions in May: 41 + 3 + 7 Number of questions in April: 20 + 1 + 9 Number of questions in March: 18 + 2 + 4 Let's assume tickets number and support posts are proportional. June is similar to April and March. So tickets number is probably "average", with 3 more volunteers. Official twitter mentions the following: (Image courtesy of SlOom) My opinion: The tweet looks like a ban wave gone wrong. The new ticket policy may have been made to deny those targeted by this ban wave from getting access to their account. What would motivate a ban wave? Lots of phishing? Virus targetting xat? We saw that it is likely that the number of tickets is average, so probably not. Honnestly, I don't have the slightest idea. Maybe someone will manage to connect the dots by reading my message? An official statment from @Admin would be nice... (I can dream, Harold!) PS: This post took a while to write, that's why some part of it have already been said in previous posts. 4 Link to comment Share on other sites More sharing options...
Guest Posted June 26, 2016 Share Posted June 26, 2016 Just now, Crow said: These people aren't idiots. The policy must be there for a reason. Having said that, I'd be heartbroken if I lost access to my original ID. It's the sentimental value more than anything... I do not know everything going on, but Flake says because they are lazy and i can believe him You will not lose access Crow, your IDs all have shortnames so you are fine Link to comment Share on other sites More sharing options...
Advanced Members valGOD Posted June 26, 2016 Advanced Members Share Posted June 26, 2016 16 minutes ago, Flake said: I wouldn't personally find it to be an issue myself if I had no access to an account that is virtually valueless. However, I could imagine that other people would find it annoying, and the fact that accounts with ID's worth a lot can't be recovered is stupid. It's not like thousands of people are making tickets asking to recover lost accounts every day, so I don't really see why the restriction is there in the first place. This ticket literally says "We apologize for the inconvenience", so they obviously know it's something that shouldn't be happening but they're too lazy to fix it. I agree with you, well almost everyone are lazy to do their job or something.. but they must do it. Link to comment Share on other sites More sharing options...
Contributors Sergio Posted June 26, 2016 Contributors Share Posted June 26, 2016 Isn't enough that I created an account because I want to support xat? A register identifies every single user here and xat should understand that registering ID's is the main reason why people should get free support if they lose access to their accounts, because we are showing our support to the website by joinning it as registered users. I can't wait to see users on help ranting about how they lose access to their accounts and they can't get them back because they don't have money to afford xats/days/powers. Admins really need to reconsider it and see how unfair it is. 45 minutes ago, Steven said: Denying people service because they haven't paid "enough," in your eyes, is not only unfair, but also insulting to the users who are being denied support. Not everyone can, or is willing to spend money on xat, and not everyone uses xat to profit/get xats. They're still users on your website, they shouldn't be denied assistance. 2 Link to comment Share on other sites More sharing options...
Advanced Members Sean Posted June 26, 2016 Advanced Members Share Posted June 26, 2016 22 minutes ago, Crow said: These people aren't idiots. The policy must be there for a reason. Having said that, I'd be heartbroken if I lost access to my original ID. It's the sentimental value more than anything... That's the whole point of this thread. Of course there is a reason, but there is no rationale as to why this would have to be implemented. I've considered a lot of factors and I still can't fathom. This is why I personally believe that this decision was financially motivated for the most part. It also speaks volumes that no one on this thread has had any conflicting views to this change yet. 2 Link to comment Share on other sites More sharing options...
Advanced Members Atti Posted June 26, 2016 Advanced Members Share Posted June 26, 2016 I believe seriously that there should not be asking for anything in exchange rules to follow to assist so that the problem is that risolva.spero administrator read everything that you mentioned! Link to comment Share on other sites More sharing options...
Volunteers Lemona Posted June 26, 2016 Volunteers Share Posted June 26, 2016 Most people on this thread have already voiced my opinion. However, this is just utterly ridiculous. This is like saying I trade a bunch of powers worth over 1000 xats to someone or I buy someone a short name and they'd be able to get this help without even having to be a paid user. What about the people who are paid users yet used all their xats/days on promoting a chat or sending hugs in main etc??? This just seems pretty silly. 4 Link to comment Share on other sites More sharing options...
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