Discovery Grid

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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.

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 verificatioon 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: 'Logins are restricted' - 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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