Welcome to the Gaia Online Help Center!

Hey Gaians!

Welcome to the Gaia Online Help Center!

You have two ways to contact us!

• File a Ticket: Most tickets receive an initial 1 to 2 auto-responses; first to confirm the ticket was received, and second to provide any initial troubleshooting suggestions, requests for additional information based on the ticket that was filed, or appropriate redirects. These should all arrive within 1-2 hours, so please keep an eye on your inbox and spam folders! We are quite delayed in reaching newly filed tickets, but once your ticket is reached, a staff member will respond do you!
• Write into Live Chat: We currently have agents available on weekdays between 9:30am and 4:30pm Pacific, so you don't have to wait in ticket purgatory! There are some inquiries we are not able to assist with via Live Chat, such as ban appeals or username change requests. Please see the linked article for more information, including how to access Live Chat!

Our Help Center, including Live Chat, is staffed by employees of Gaia Online. We do not use AI to review or resolve inquiries. Zendesk is a third-party service that we use to provide email- and ticket-based communications to Gaians, especially those who are having trouble accessing their account. You will be speaking to a human being employed by Gaia Online when your ticket is reached, or when you write into Live Chat. Please be civil to our staff. We will discontinue providing service to those who are abusive.

We have set up automatic messaging that send shortly after a ticket is filed with more information and advice. The Help Center is not the appropriate place for every inquiry; in some cases, this automated process will redirect you to the appropriate place to receive assistance based on the selections you chose when filing your ticket, and mark your ticket as solved.

The Help Center is a space to resolve account access issues, such as if the email is outdated or the account is on hold due to being compromised, to resolve billing issues, such as if you purchased Gaia Cash and didn't receive your coupon, and to appeal warnings or bans that were issued by our moderation team.

There are other niche inquiries where filing a ticket may be appropriate. The following, however, is not appropriate for the Help Center:

• For general questions about Gaia Online, please use our Site Questions & Assistance forum! We have very knowledgeable users who frequent the forum that are glad to advise you!
• To report a bug or glitch you're experiencing, please use our Bug Report & Technical Support forum! There may be an existing thread about your issue already on the first page, so please first check for and contribute to that thread before creating one of your own. If you are reporting an issue with an item you equip to your avatar, please instead report that here.
• Please provide any feedback or suggestions you may have for Gaia Online in our Site Feedback forum.

Thanks for stopping by!