Gaia Online's Blog

Customer Support And You – How To Get Help On Gaia

Posted on: February 12, 2010

  • In: Gaia HQ | Gaia Online
  • Comments Off on Customer Support And You – How To Get Help On Gaia

As Admins, we often get asked questions such as “what do I do if I need help on Gaia”? Fortunately, it’s pretty easy to get help if you just know where to go.

The easiest way is to simply click on the Help link that you’ll see in the upper right-hand corner of almost any page on Gaia. That’ll take you to the Gaia Help Center, which is chock-full of help articles that let you quickly find your answer. Plus, we’re constantly adding new articles to keep everything up-to-date. Once in the Help Center, simply use the menu on the left-hand side to find whatever you’re trying to learn about (say, “Aquarium” or “Dressing My Avatar”). You can either click through the folders, or just search for articles containing a certain keyword in the Search box.

Alternatively, you can click on any of the links in the middle of the page – “Learn More”, “Troubleshooter,” and “Video Library.” Learn More will take you to some of the commonly-read articles, the Troubleshooter will walk you step-by-step through our Help system, and I’m guessing you already know what you’ll find in the Video Library.

If there isn’t a help article that addresses your question and you’ve used the Troubleshooter, you’ll be able to contact our Customer Support team. Just follow the steps to submit a ticket at the end of the Troubleshooter. You’ll also see a handy-dandy page of links to direct you to the right place depending on your situation. For example, if you want to report a hacked account, you’ll need to use a special form to do (incidentally found here).

There are a couple of other really helpful areas you should be aware of. If you have a Billing question (about a Cash Card, a payment you made, that type of thing), check out our article with info on how to get those resolved.

If you come across a site bug or glitch (hopefully not very often, but we know they do happen sometimes), your best bet is to post in our Bug Reports and Technical Support forum. Our developers regularly monitor this forum and keep an eye out for issues.

Finally, if you have a question that you think other users might be able to help with, consider posting to the Questions & Assistance forum. It’s full of helpful Gaians who can often give you a quick response.

Phew – That’s a lot of ways to get help! I hope you don’t need to use any of these too often, but if you do, know that we’ve got you covered.

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