Ticketing System
The ticket system allows you to keep track of your inquiries, and make sure they get sent to the right staff member when they're submitted. This helps speed up our process to get you help faster!
Create a support account: Your support account is separate from your XAEON account, so you will need to register when you submit a ticket. Once you'd submitted your ticket, you will be sent an email to activate your account.
Please use the email associated with your XAEON account when creating a ticket. This will allow us to serve you much quicker, as many actions cannot be performed without the account-owner's consent.
Select the right Help Topic to get help faster! Choosing a help topic that fits your inquiry means you don't have to wait for your ticket to be forwarded to the correct department. If you're not sure, that's okay! Your ticket will be sent to the right department, but you may experience a slight delay in service while that happens.
Billing Inquiry: assistance with billing & payment, upgrades
Business Support: assistance with business events, planning etc
Customer Support: general customer support for all inquiries. If you're not sure what topic to select or your inquiry doesn't fit any of the other topics, choose this one!
Quality Assurance (QA): assistance with the QA program
Technical Support: assistance with technical issues, bugs reporting
Working Girl/Guy Support: assistance with the RLC WG program, badges, lWG-related complaints & suggestions
Our support hours are Monday-Friday from 9am-6pm Pacific Time, with the highest volume of staff available between 10am and 4pm Pacific Time..
We are closed on all federal Canadian and provincial British Columbian statutory holidays.
Please allow 2 full business days for a response.
Opening a new ticket or adding new replies to your ticket will not bump your inquiry to the top of the queue.
You can contact our support teams by email! Your email will automatically open a support ticket, however you can respond to the ticket by email if you don't want to log in to the support system.
Please send your email from the email-account associated with your XAEON profile. This will allow us to serve you much quicker, as many actions cannot be performed without the account-owner's consent.
Customer Support: support@xaeon.io
Technical Support: techsupport@xaeon.io
Business Support: business@xaeon.io
Help Articles
You can find helpful articles in our Knowledge Base by browsing the categories or using the search bar.
To report missing or inaccurate information: you can let us know by
- opening a ticket, or
- answering the "Did you find it helpful?" question at the bottom of the article page with "No". This will open a dialogue box where you can tell us more about what's missing or inaccurate in the article
To suggest an article please open a Support ticket and let us know what's missing from our support site and we'll be happy to consider writing up a help article on a new topic!
There is also a member-run XAEON Wiki that you can search or suggest additions to anytime.
Forums & Member Chat
The Forums are a great place to find non-urgent help on many topics, with many knowledgeable members and volunteers happy to share their knowledge and experience!
The XAEON Discord server and the Uthers Discord server are a fun member-run live chat space where you can join the discussion with other members, volunteers and staff. There are several topical chats to choose from, or you can just join the fun in the general chat area.