- Load the Help Centre
Firstly you need to actually open up the help centre. You can do this by clicking the "Help" link in the top-right corner of the page.
Alternatively you can open up the website in another tab by visiting http://www.gaiaonlinehelp.com.
Please Note: The help centre uses both frames and javascript. Pretty much all modern browsers can manage frames, just make sure you aren't using something like NoScript to disable javascript.
Arriving at the Help Centre
You should find yourself in the help centre now. This is a framed website, so your avatar and regualar header will show at the top, however at the bottom is the actual help centre.
Depending on when you last accessed the help center you will either be logged in as yourself or as a guest. In the corner of the help centre (below the gold notification) you will either see your name or the word "Guest".
Opening the Contact Us page
The page you land on may differ from user to user. On the home page is a section called "Most Popular Topics" where you can see specific topics. Here is the Contact Us section.
Click on the Contact Us link under the Popular Topics.
If you did not land on the home page or cannot find the link, do not fear! In the top-left corner is a search box you can find the page you want.
Click on the search box and type in Contact Us, then click the search button.
Afterwards a results page will show up, look for the page titled Contact Us and click on the title.
Contact Us!
The contact us page has a list of links and ways to solve problems on Gaia without filing a ticket. I would seriously suggest you skim the list as you may find the answer you are looking for there.
If none of the links look right and you still want to file a ticket with Gaia, scroll to the bottom of the page and click the Click here in the phrase "Click here to contact Customer Support.".
Logging In
If you showed up as a guest previously, at this point you will see the screen flicker and you're bounced to Gaia. You'll be given a message about "calculating warp co-ordinates", this just means you are being logged into the help centre.
You may find yourself back at the homepage (sometimes this happens sadly). If that's the case, follow the previous steps and you should get through.
Once this is done, or if you were already logged in then on to the next step!
Submit a Ticket
Here is where you can write about the issue you have. To do this you need to do the following:
Firstly the subject. If you are inquiring about a cash card, or something relating to money or cash on Gaia you need to pick Billing Inquiry. For everything else pick General Account Inquiry.
Please Note: I will be describing the General Account Inquiry ticket. The billing ticket is much the same, just different fields. Use your best judgement.
The next step is to pick what category your ticket falls under. You have a choice between the following:
- Password Issues
Account Status
Gaia Events
Scammed
Hacked
Banned
Please Note: These options are not all-inclusive. That doesn't really matter, if you cannot find a topic to cover your situation pick the closest and make sure you explain yourself really well.
Once you have picked the topic, you may be required to pick a subtopic. Unfortunately these are required, even though they may not apply to your situation. If that's the case, pick the closest and make sure you explain yourself.
Which Account Was Affected? You need to enter the exact username of the account that was affected by the issue. If no account is involved, just put N/A. Please do not put "Mine", "my friend" or anything else unspecific. Type the username (or names) out!
What Exactly Happened? This is where you describe your issue, what actually happened? Try to make it detailed, but avoid rants or blathering on. You want it to be clear and concise, making the point easy to get.
Who Was Involved? Sometimes other people may be involved, if that is the case list those people and explain their involvement. If not, leave it blank.
Date the incident occurred & Date the incident occurred Time Zone This really should be obvious. Pick the date and time your incident happened (or as close as you can figure), as well as your timezone.
How exactly did this occur? What? Isn't this a repeat of the previous "what exactly happened"? It can seem like that, but this is where you can write how something happened, if you know. Perhaps someone sent you a PM that was a scam, perhaps something else. Leave it blank if you're unsure.
Where on Gaia did this happen? This is really really really easy to understand. Just pick where on Gaia the incident you're referring to occurred.
Location Details This seems redundant, but you can explain your option to the previous a little better. If it can't be explained better, skip it.
Please describe your inquiry here Shock horror! Haven't you already described the issue? Yep, yep. If you've any further notes (and ran out of room above) you can add it here.
Attachment If you have a screenshot you want to include, you can upload it directly to the ticket here!
Email Notification This means any reply to the ticket, or status change, and it will be emailed to you. Then you can reply to the email, and it will be entered into the ticket just as if you replied through the help centre. I'd advise leaving this checked, otherwise you'll have to come back to see if anyone has replied to your inquiry.
When you are ready, click finish!
You will be congratulated, and given a ticket number. Remember this, as you can use it to check on the progress of your ticket through the "My Tickets" page.
Ironically you're told if you've got any questions/issues to file a ticket... which does seem like an infinite loop really.
You should get a reply in a few days (no guarantee of time). If you'd like further information you can reply to the response, and that's how you can discuss the issue with the representative.
You can check on the status of the ticket through your emails or by clicking the My Tickets link. Closed mean it has been closed, Work In Progress means it has been picked out of the queue by someone and they're working on it. Need More Info means they're waiting on you to reply.
Final Note: When you're replied to, it does mark it as "Solution Suggested". That's not an attempt to close the ticket, just how the system works. You can either chose to accept the solution (which will close the ticket, marking it as resolved), or reject it carrying on the conversation. Don't take it personally.
At any time you can reply to the ticket (unless it's closed) and that information will be recorded along with the ticket.
Just remember, accepting the solution is the final step. If you accept it you close it, meaning you wont get any more replies.
