General Information Guide

The purpose of this general information guide is to provide a large list of common issues that people frequently need help with. Its primary audience is people looking to become a Help staff member. This guide will provide detailed information on why certain errors are encountered, and the necessary steps that can be taken in order to fix those issues.


User is Locked Out

Reason

This occurs when a user logs in from a location different than the user’s home location. This can happen when logging in from a different location, when switching to a different Internet Service Provider (ISP), or if the user’s IP changed—all while having Account Locking turned on.

Resolution

A support ticket must be created. “Locked out” is the Help Topic that should be selected on the ticket (the user does not need to be a paid user to use this service). The subject should be at least five words long. The message can be left blank, but it would be helpful to include information on why the user believes he or she is locked out. A volunteer will ask security questions to verify the authenticity of the request.

After being unlocked, the user’s account will be held for seven to fourteen days for security purposes.


User Cannot Enable Account Locking

Reason

The user may be trying to enable Account Locking from a location that is different than their home location.

Resolution

A support ticket must be created. “Location Update” is the Help Topic that should be selected on the ticket. The subject should be at least five words. The user will be asked security questions to verify the authenticity of the request.

The user must have paid for xats in order to create at ticket for this and must be able to log in. If they are not a paid user, a ticket cannot be opened for them.


User’s Account was Deleted

Reason

The user violated the Terms of Service.

Resolution

A ticket can be created to request information on why it was deleted, but this does not necessarily mean that a deleted account can be recovered. “Account Block” is the Help Topic that should be selected on the ticket. The user can use the email address of the deleted account in order to open a ticket.


User Lost Access to Account

Resolution

The user can create a ticket to get help with this. “Lost Access” is the Help Topic the should be selected (the user does not need to be a paid user to use this service).

If the user forgets their email, only the first three characters of the email can be given, for security purposes. Otherwise, the email may be changed.

If you are opening a ticket under the “Lost Access” Help Topic, the user is required to be logged into an account. This does not mean you must be logged into the account you have lost access to, but rather another account. The user can create a new account to do this.


User Lost Account Password

Resolution

The user should be directed to http://xat.com/lostpass. They will need to complete the reCAPTCHA verification and type the email associated with their xat account. An email will be sent to the associated account with further instruction.


User Cannot Access Google Authentication Code

Resolution

A support ticket must be created. “Lost Auth” is the Help Topic that should be selected (this service does not require the user to be a paid user and does not require the user to log in). The subject should be at least five words.


User has Been Scammed

Resolution

A support ticket must be created. “Report scam” is the Help Topic that should be selected (the user does not need to be a paid user to use this service). The subject should be at least five words.

Proof is not required, but is extremely helpful. Video proof is the best form of proof. Refunds are not given in every case. Generally, it is the user’s responsibility to protect themselves.


User Receives System Problem (25/55)

Reason

The user violated the Terms of Service or the user has been held for questioning.

Resolution

A support ticket must be created to learn why the user has an account hold. “Account Block” is the Help Topic that should be selected on the ticket.


User has 5 Day Hold

Reason

This occurs if xat detects irregularities with the user’s account, such as an unidentified user attempting to login to the user’s account.

Resolution

The user’s password should be changed to make sure their account is secure. If the user returns to their home location on file, the hold should start decreasing. The user should attempt this first and should not immediately create a ticket. If the hold keeps repeating, a support ticket must be created. “Account hold” is the Help Topic that should be selected (the user does not need to be a paid user to use this service).


User has Account Reserve

Reason

If the user purchases xats using using certain payment methods, a reserve will be placed on the user’s account. This primarily happens with PayPal and Skrill. On the page to purchase xats, each payment method header will indicate if a reserve will be applied.

Resolution

The reserve reduces automatically each day by some amount until all xats are available. The exact amount is dependent on the account. Most account reserves reduce by 50 xats per day, but some can be 30 xats per day, while for others it may be 70 xats per day. To know the exact amount, the user will need to open a ticket. More information can be found here.


User’s Images Aren’t Loading

Resolution

It could be a browser problem. Firefox has been having a lot of image loading issues recently. Try using another browser.

Re-upload the image to imgur.com or cubeupload.com (these image uploading sites provide the best overall performance) and obtain the direct link of the image you have uploaded. Adding these as an avatar or background should fix the problem.

If these links are correct but have stopped working on a chat group the user should update the group by clicking Edit Your Chat in the chat . The user should then press the “Update & Get Code” button to update the chat group. There may be a delay when updating, but the images should be visible within 15 minutes. To view it instantly after updating, add a question mark to the end of the URL.

If updating the chat does not work, the chat group may have been delisted. The user can make an enquiry about this by creating a ticket. “Chat Block” is the Help Topic the user should select when making the ticket (the user does not need to be a paid user to use this service).