Discovery Grid Support

Support Tickets Pending Open Closed

Click on a ticket summary to see the ticket details. Note that a closed ticket can be reopened by replying to it.

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File a Support Ticket

Need help, fill out the form below to file a support ticket. Enter a subject that best describes your problem and tell us what happened. Click on the (Submit Ticket) button to send it to our concierge staff. We’ll notify you by IM and offline email.

If you want to learn how to fix common problems, click here: Common Problems

BEFORE submitting a support ticket, please try the following suggestions first if your problem looks like one of these:

If you're feeling laggy or having teleport problems go here for details: How to Deal with LAG
If you’re having trouble logging in and see the message Viewer: 'Login Failed. Logins are currently restricted.' it usually means your avatar is suspended from going inworld. This happens when you do not respond to verification emails or have not agreed to the TOS. To fix this, go to LOGIN. Then, click on the {Send Verify} button if your email is not verified. You will receive the email. Respond to it. If you have not agreed to the TOS, read it, then click on the {Agree} button.
If you’re having trouble logging in and see the message Viewer: 'Login Failed. Could not authenticate your avatar' this usually means you entered your avatar name or password incorrectly. If you have forgotten your password click here: FORGOT PASSWORD
If you’re stuck in Viewer: 'Waiting for Region Handshake' it usually means the region you are trying to log into is having problems. In the viewer, to the left of the 'Login' button click on the selector and choose '<type region name>' then enter Discovery City. Then login again. If you made it to the Discovery City region, it was a region problem. If you still cannot login, proceed to file this support ticket.
If you see Viewer: 'Your requested region is not currently available... ' it means the region you are trying to go to is in the process of starting up. No one can enter a region until it is fully started. Wait a while, or login into a different region. If the problem persists file a support ticket.
If you see 'Gloebit transaction failed.' - This means the Gloebit company service is overloaded, slow or failed. Please login to the Gloebit WEB site then file a support ticket with them. All Gloebit transaction problems are the sole responsibility of this 3rd party currency handler. Any Gloebit related support tickets opened will be closed because we have no means to investigate G$ problems.
'DC$ transaction failed.' - This means the DC$ Money service had a problem. It doesn’t happen often, but a watchdog service checks every few hours for DC$ transaction problems. It will refund any money lost by failed transactions and notify affected parties. Please wait at least three hours before reporting this problem as the automation will fix it eventually.
'PODEX cash-in or cash-out delayed.' - Please login to the PODEX WEB site then file a support ticket with them. All DC$ conversions are the sole responsibility of this 3rd party currency handler.

If you have a local avatar account, please LOGIN first. After logging in, you will be returned to this support page.

If you file without logging in, your ticket will treated as a login or entry problem. Local residents, please enter your avatar name and email address (so that we can get back to you). Hypergrid visitors, please enter your avatar name @ home grid name (URI), and email address. Click on the (Submit Ticket) button to file your support ticket to our concierge staff.

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Support Tickets Pending Open Closed

File a Support Ticket