Below are common xat problems and how to solve them. If you are interested in becoming an Assistance staff member, familiarize yourself with this guide.
Locked Out
Cause
Users will be locked out of their xat account if they have account locking on and experience one of the following:
- Received a new Internet Service Provider (ISP).
- Changed locations.
- Changed their IP.
Temporary solution (requires a forum account)
Logged out users are currently unable to open a ticket, meaning that you will need to request for a ticket to be manually created by a Volunteer. To do so, log into your forum account, navigate here and fill out the form. This should not take more than a few days for your request to be processed. A volunteer will ask you some security questions before unlocking your account. All unlocked accounts will experience a 1-2 week hold (user won’t be able to trade or transfer out).
Cannot Enable Account Locking
Cause
Accounts can only be locked from a user’s home location. If you try and lock your account from anywhere else, it will fail.
Solution
Open a ticket in the “Location Update” help category. A volunteer will ask you security questions before changing your location. You do not have to be paid to open a ticket to receive a location update.
Account was Deleted
Cause
User breached the xat Terms of Service.
Solution
Open a ticket in the Account Block section and ask for information regarding the deletion of your account. In some cases, your account will be restored, but usually you will have to make a new account. You may open a ticket from another account or using the email of the deleted account.
Lost Access to Account
Solution
Create a ticket in the “Lost Access” help category. User does not need to be paid.
If you are asking for an email hint, only the first three letters of the email will be provided.
You must be logged into a xat account to open a ticket in the “Lost Access” department. You may create a new account and open a ticket on that to resolve your lost access.
Lost Account Password
Solution
Go to http://xat.com/lostpass, enter the account’s email and solve the CAPTCHA. An email will be sent to you with a link to reset your password.
Cannot Access Google Authentication Code
Temporary solution (requires a forum account)
Logged out users are currently unable to open a ticket, meaning that you will need to request for a ticket to be manually created by a Volunteer. To do so, log into your forum account, navigate here and fill out the form. This should not take more than a few days for your request to be processed. A volunteer will ask you some security questions before unlocking your account. All unlocked accounts will experience a 1-2 week hold (user won’t be able to trade or transfer out).
User was Scammed
Solution
Create a ticket in “Report Scam” category. User does not need to paid to open a ticket in this category.
Proof is recommended but required. In most cases, users will not be refunded.
System Problem (25/55)
Cause
User breached the xat Terms of Service.
Solution
Create a ticket in the “Account Block” help category and ask for information regarding you hold. User does not need to be paid to open a ticket in this category.
5 Day Hold
Cause
5 days hold occur of xat detects unusual activity on your account, including but not limited to, unfamiliar users attempting to login to your account or logging in from a new location.
Solution
If you are not trying to access your account from a new location, update your xat password immediately. If your hold keeps repeating and doesn’t go away, create a ticket in the “Account Hold” help category. User does not need to be paid to open a ticket in this category.
Account Reserve
Cause
A reserve is placed on an account if xats are purchased using certain payment methods, such as paypal.
Solution
Reserves go down every 24 hours. While the times are specific to each account, the typical reduction is 50 xats per day. More information can be found here.
Images Aren’t Loading
Solution(s)
Attempt each solution before moving onto the next
- If you are using Firefox, try using another browser.
- If using another browser doesn’t fix the solution, try re-uploading the image to imgur.com
- If you re-uploaded the images and they are still not showing on a specific chat group, the main owner must edit the chat and click “Update & Get Code”. Give the chat up to 15 minutes to update.
- If none of the solutions above worked, the chat group may have been delisted. You can check if your chat was delisted by doing !delistcheck CHATNAME in a room with a chat bot. Create a ticket in the “Chat Block” help category and ask for information regarding your chat’s delist. User does not need to be paid to open a ticket in this category.
Login Failed
Solution(s)
Each solution is supposed to trigger E30 or E64, which causes a login link to be emailed to you. Once you receive E30 or E64, check your email and login. If you do not receive E30 or E64, continue onto the next solution.
- Open a Private Browsing tab and attempt to login to your xat account.
- Clear your cache and cookies and try logging in again.
- Attempt to login to xat using your mobile device using cellular data, not wifi. Make sure the browser you are using on your mobile device is compatible with flash, such as Puffin.
- Use a proxy and attempt to login to xat. The proxy should trigger E30 or E64, if either error has been received, turn off your proxy and login using the link sent to your email.
An alternative method is to turn off account protection, login, click ” update security settings” and toggle “account protection” to off. Turning off protection will hurt your account’s security.
Ticket Delays
Cause
Due to a high volume of tickets, some departments are experiencing ticket delays. To view which departments are experiences delays click here. Tickets are answered in the order they are received and as quickly as possible. Please be patient if your ticket hasn’t been resolved yet.
Other Questions
If you come across a question you don’t know the answer to, you will want to first check the wiki to see if it has not already been answered on it. If you don’t see it in the Main Page, you may use the search box as well.
If you get stuck and unable to find the answer to the question, you may ask a staff member or submit a question in the forums.