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      Frequently Asked Questions   03/01/16

      Do you have a question? It's probably answered here! ( See here for a list of times / delays - https://util.xat.com/wiki/index.php?title=Ticket_times )   The security check email is not arriving to my email inbox?
      Ask a volunteer on chat, or through the forum private message to open a ticket for you. Alternatively, you will need to create a new xat account and open a ticket. Select the Lost Access help topic. The subject should be at least five words. In the ticket, include the username and identification number (if known) of the account you need help with. You will receive an email with a link to the ticket, but only at the email for the new xat account. Eventually when the email is changed you will be able to reset the password. I am held! What do I do? System Problem 55: Your account is held indefinitely. This hold prevents every type of transaction on the account. Open a ticket to ask for more information about the hold. This hold has been applied to numerous dormant / inactive xat accounts. System problem (26): The recipient of your transfer has a transfer block. You do not have this block. 5 day hold: (repeated cycle): Open a ticket and state that you have a repeated hold and will most likely need a location update. 5-7 day hold: Change your password, then wait for the hold to decrease automatically. No further action should be necessary. If you are still having trouble, open a ticket. 7-14 day hold: after getting your account unlocked: No action is required. The hold cannot be reduced or removed. Transfer held for funds to clear (could be any amount of days): Create a ticket and ask about your account hold. System problem 25 (permanent transfer block): This is usually a result of breaking xat's Term of Use, by either scamming or phishing users. Open a ticket to ask for more information about the hold. I am locked out! What do I do?
      You will need to contact a volunteer on chat, or 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. I forgot my email! What do I do?
      Create a new xat account and open a ticket. Select the Lost Access help topic. The subject should be at least five words. In the ticket, include the username and identification number (if known) of the account you need help with. You will receive an email with a link to the ticket, but only at the email for the new xat account. Eventually when the email is changed you will be able to reset the password. 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 least five words. This is free to do, and every user should open a ticket after they have been scammed. We encourage you to submit a ticket immediately, as the forum is not the place to sort out those types of issues. How do I report an unfair ban?
      Please do not create threads about this. If you wish to report an unfair ban, make sure to click Report Unfair Ban when you are first banned. If you did not click that, then you must click message the owner (bottom right corner of the chat) and report it there. Why did I not receive the xats I paid for?
      Type /t in the main of the 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. How can I get my reserve removed or reduced?
      You may have a reserve on the amount of xats you can use. This typically happens after making a payment using certain payment methods. 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 shortname unlocked if it is no longer being used?
      To request for a shortname to be unlocked, open a ticket. Select the Short names help topic. The subject should be at least five words. You must be a paid user in order to open a ticket for this. If you encounter **Sorry, name already taken (2).** the name can then be enabled by a volunteer. Why can I not create a new forum topic?
      You need to confirm your forum account through your email in order to open a new topic. 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 post count. The more active you are on the forum, the more abilities you will be granted! My xatspace was removed. What do I do?
      Your xatspace was likely removed due to breaking the Terms of Service or the xatspace guidelines. Open a ticket under Account Block to have this investigated. Ensure the subject in your ticket is atleast 5 words. 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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SvenJaeger

Lost Google Authenticator due to new phone, locked out.

Question

Hello,

 

So, recently I purchased a new phone and had to re-download most of the apps I had.

Google Authenticator being one of them. I soon realized that you can't just sign back into that app, it wants you to create a new account right when you download it. So, basically, I am unable to login to my account on xat because I can't generate codes.. is there another way around this? Can anyone help me? ..I don't check this very often, so, I made a junk email that you are all more than welcome to contact me on. Thank you for your time.

 

<REMOVED>

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The user has a ticket open about this problem. A link to the ticket as well as a copy of our reply will be sent to the email address associated with the account that authentication codes were lost for.

 

Since the original issue of not being able to create a support request has been resolved, I will now close this topic and mark an appropriate response.

If you have any further questions or concerns, feel free to start a new thread.

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Hello,

 

This sounds like a classic lost authenticator case and luckily for you, there is an easy solution.

 

You will need a ticket created under the 'lost auth' department. Unfortunately, creating 'lost auth' tickets while logged out has been disabled, so I recommend you private message a volunteers on the forums to assist you in creating a ticket for your case. A list of volunteers which you can private message is here. I recommend you private message either Muffins or Kyle (as they seem to reply promptly). You should mention your regname, ID number and the reason for creating the ticket in your message. Hopefully, that volunteer will be able to open a ticket for you.

 

Lastly, I suggest you remove the email you provided in your forum post as that won't assist the matter and in fact is giving away personal information.

 

I hope this has helped. Should you have any more questions, you can reply to the thread again.

Edited by SirCharlie

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Hello

2 hours ago, SvenJaeger said:

Hello,

 

So, recently I purchased a new phone and had to re-download most of the apps I had.

Google Authenticator being one of them. I soon realized that you can't just sign back into that app, it wants you to create a new account right when you download it. So, basically, I am unable to login to my account on xat because I can't generate codes.. is there another way around this? Can anyone help me? ..I don't check this very often, so, I made a junk email that you are all more than welcome to contact me on. Thank you for your time.

 

Whatadrag_1@hotmail.com

Hello SvenJaeger,

 

Unfortunately, re-installing the Gauth application will have you set up again your Google Authenticator. If you still have the QR code or the time base mode code saved then you should be able to re-set up your Google Authenticator again on the app. If you don't have them anymore or you have lost them then please follow as what Charlie had advised to you.

 

I would recommend that when you enable your Google Authenticator next time is to print or save the QR code and the time base mode code given to you. This will help you next time just in case you lost your Google Authenticator again.

 

Good luck and regards.

 

 

 

 

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I have opened up a ticket for you under the locked department using the email address you provided.

 

Please check your inbox for a email from info@xat.com and follow the instructions given to help resolve your issue.

 

I have also removed your email address from your original post for your privacy and security.

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4 minutes ago, SirCharlie said:

Hello,

 

This sounds like a classic lost authenticator case and luckily for you, there is an easy solution.

 

You will need a ticket created under the 'lost auth' department. Unfortunately, creating 'lost auth' tickets while logged out has been disabled, so I recommend you private message a volunteers on the forums to assist you in creating a ticket for your case. A list of volunteers which you can private message is here. You should mention you regname, ID and the reason for creating the ticket in your message.

 

Lastly, I suggest you remove the email you provided in your forum post as that won't assist the matter and in fact is giving away personal information.

 

I hope this has helped. Should you have any more questions, you can reply to the thread again.

 

I appreciate your response. I simply created an email just for this. But, I understand. Thank you.

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Yes, however it is preferable and more efficient for you to message a volunteer through their private messages on the forums to create the ticket. 

Edited by SirCharlie

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