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File a Support Ticket

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.

BEFORE submitting a support ticket, please try the following suggestions first if your problem looks like one of these:
  • 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
  • Viewer: 'Login Failed. Logins are currently restricted.' - This usually means your avatar account is suspended. This happens when you do do not respond to verification emails. To fix this go LOGIN. Then, click on the {Send Verify} button. You will receive the email. Respond to it.
  • Viewer: stuck in 'Waiting for Region Handshake' - This 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.
  • Viewer: 'Your requested region is not currently available... ' - This 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.
  • Submit Ticket
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