General -- Help & Support Tickets

There are a few ways you can get help with your beYou account as well as gameplay. Below are the different official beYou help resources that you may use in order to get assistance as well as any rules that may help you navigate each avenue.

## beYou World Inworld Group

In World: beYou World

(*Click this link to get the web profile and then the more info button to get access to the inworld group or search for beYou World using the group search for your viewer*)

The inworld beYou World Group is not only for basic knowledge or simple questions that can be asked but a place where your fellow community members can help answer simple, non-account specific questions. While the chat moderators are available to answer account-specific questions, they primarily are available at the beYou Main Sim in the CSR gazebo right next to the ad boards.

### Group Rules

**IMPORTANT**: These group rules apply across all beYou support mediums (eg. inworld, Discord & Facebook).

* Must be active member of beYou. While our group is open join, it is a community support for active members of the community.
* Watch your mouth. Language & overall tone/topics should be G/PG (no cursing please).
* Keep lengthy personal conversations private. While small talk is allowed, try to stick to the game play of beYou so that questions & valid support questions do not get overlooked.
* Our Chat Mods (CMs) have limited access to support. Therefore, they can not help with ticket support. All ticket support is handled by our sole CSR Support Manager. Please file a ticket and it will get addressed in the order they are received.
* Be respectful of one another (especially staff) & take personal arguments or disputes out of chat. Excessive negativity and bashing of the staff or system will not be tolerated and you will be removed from chat.
* No soliciting (asking for goods/items or services from others or in general).
* No advertising (offering goods/items, services, or announcing your business in general).
* No spamming.
* No asking for the answers to the training book questions (or providing the answers).
* Asking for money in group will get you removed from group fast.

### Chat Mod/CSR Hours

Our support staff (Chat Moderators & Customer Service Rep) have a set schedule which is published regularly in our inworld group. The hours are:

* Mon-Sat: 6am - 12pm & 3pm - 8pm SLT
* Sun: beYou Support is closed & off duty.

**REMINDER**: Chat Mods (CMs) can NOT help with ticket issues. They can advise you to file a ticket but they can not respond to tickets that have been created. See below on how to file a ticket.

If a Chat Mod is on duty at the beYou sim, it will be posted in notices when they are active by the beYouWorld Bot. If you do not see a Chat Mod on the beYou sim at the CSR gazebo, do not IM them directly as they are not working and we wish to be respectful of their personal time.

## beYou Support Tickets

Support Tickets are used to resolve multiples issues. If there in case you get an error message, have an item update issue, have a purchase issue, need to make a suggestion on something you would like to see in the future, have a general question that can't be answered inworld or you need a redelivery of an item that is no copy or in general have an issue that requires research or is more complex then the group can handle, then this is the page for it.

### Filing a Ticket

To open a new ticket, login to https://www.beyouworld.com and click on the support link. Then follow the steps below.

1. Click the blue box that says "New Support Ticket".
2. **Support Category**: Select a category in which your issue falls under. Available Categories:
	* General Support/Question
	* Re-Deliveries
	* Cooking/Recipes
	* Farming/Plants
	* Crafting/Instructions
	* Animals/Chickens
	* beYou Website
	* Management/Refunds
	* Suggestions
3. **Describe Your Problem**: This step is essential to a successful ticket. In the description section you need to put as much detail as possible so that we can track down what the issue is.
	* Example #1 [Incorrect way to file ticket] 'my food is broken.'
	* Example #2 [correct way to file a ticket] I am getting a food not ready message when I try to eat a Manicotti & Meatballs LG [2] serving. I clicked the serving platter and my plate, but the serving platter is stuck on 'setting up'. I was trying to serve it on my Sonata dining set & blah blah blah.
4. Click "Submit New Ticket".

Once you've submitted your ticket, allow up to 48 hours for a full response from staff as tickets are answered in the order they are received. When your ticket has been updated, you will receive a private, scripted message in nearby chat; provided you are wearing your beYou Hud.

Message Example - *[2023/11/12 22:23]  Support [A]: For more information please visit https://www.beyouworld.com/supportTicket?id=(removed ticket number)*

You may also receive an offline email. Be sure to check back daily for responses in case staff has additional questions. Tickets not responded to within 3 days time where they are awaiting a response from you will be closed automatically.

#### Reporting Nearby Chat Messages

**IMPORTANT**: When copying messages from your nearby chat, remove the ascii/emoticon icons (aka special characters) before clicking submit. The site can not process those characters and will give an error if you don't delete them before hitting submit.

#### Reporting Script Errors

In the event you receive a script error when using a piece of beYou equipment, report the script error, regardless of the outcome. They need that information in order to fix the issue not just for you but your fellow users and aren't aware when their items give those errors as you are the owner of the equipment or device. To locate the exact wording of your script error, go to your viewer's build or tools menu (top of the screen) and look for an option that says "Show Script Warning/Error Window." In Firestorm, Build - Scripts - Show Script Warnings/Errors. In Singularity, it's Tools - Show Script Warning/Error Window.

### Checking Ticket Status

Tickets are investigated and responded to in the order they are received. If a ticket requires feedback from you and you haven't responded within 2 days, the ticket will be closed.

To check the status of your ticket:

* Log into your beYou profile page, scroll to the support tab and select "support tickets". You will be taken here.
* Click the 'View Comments' button to see if a comment has been made on your ticket as well as to see if further information is required.
* If you don't see your ticket, click on the 'Closed Ticket' button to see the response to your ticket. If you feel the ticket isn't fully answered, submit a new ticket and reference the old ticket number in order to continue with the issue.

### Ticket Reminders

* Please provide details in your ticket. DO NOT submit a ticket that says "My kitchen is not working" or "My soil does nothing" This will cause delays in your issue being resolved. We want to help you as fast as we can so we need to know what you were doing, how long you waited, any error messages that may have popped up in chat, any vital piece of information no matter how small you think it is, in order to troubleshoot your problem. Please allow 24-48 hours for a response and resolution.
* Please note that if a ticket is left open for questions or comments from staff and that ticket is not responded to in 2 days or more that ticket will be closed. If the issue has not been resolved, you will need to submit a new ticket.
* If you have pending open tickets, please check regularly to make sure there are no questions or comments that need answers to.

## Discord Server

Due to the instability of the group chat inworld, we started a Discord server where you can answer questions and chat with other beYouers.

Our Discord Server is: https://discord.gg/2EFkkZWFNA.

While we do have both a support and suggestions sub-channel, please remember that all our Support Team may not be able to respond in a timely fashion, so the inworld option works best for immediate assistance. Our support portal is **ALWAYS** the best option to turn in suggestions so that they may be added to the pool.

The Discord Server rules follow the same rules as our inworld group.

## Facebook Group

We are on Facebook as well!

Our Facebook address is: https://www.facebook.com/groups/728683380504238

Want to show off how YOU beYou? Have discussion questions that don't really have a deadline? By all means post them to our facebook page! We love seeing how you beYou and can't wait to see what else you're doing with beYou!

Group rules for the Facebook group are the same as our inworld group rules.

You will have to answer a series of questions to join the group. This is to ensure that whoever signs up actually knows what beYou is.

**IMPORTANT**: The Official beYou Facebook page is a moderated page. Sending in support questions may be delayed depending on when your post is approved.

## Troubleshooting (Tips)

From time to time, your web browser may not cooperate with what you're trying to do on the website. Be it display a drop-down, says you're logged in when you're not, or you get an error of some sort when trying to fill out support. These are all issues that are either related to something on your computer, or out of our control. Below are some of the common site issues and how to fix them:

### Can't Login to Website

1. Make sure you're typing the correct website url: https://www.beyouworld.com.
2. If your username/login name does not have a last name, then use "Resident" as your last name.
3. If you've recently changed your Second Life username/login name, you need to see a lawyer to get your login name changed.
4. If you're not sure of what username you have registered to beYou, head to City Hall or any beYou World kiosk, click the kiosk and choose 'username.'
5. If you have forgotten your password, head to City Hall or any beYou World Kiosk (some grocery stores have them), click the kiosk and choose '? password.'

### Drop-Down Menus Missing

1. On pages like cooking, and local markets, there are also drop-down menus in order to help you better search for items you may need. These are tips to help you if they disappear.
2. Make sure that you are logged into the beYou Website. Almost all areas of the site require that you are logged in.
3. Double check that your ad-blocker extensions aren't active on the beYou website. Sometimes they prevent parts of websites from loading.
4. Clear your browser's cache, or history and then restart it. Each web browser has a different method of doing this.

### Support Ticket Posts Error

From time to time, when you cop and paste inworld messages, you might end up with an error in posting.

When copying messages from your nearby chat, remove the ascii/emoticon icons (aka special characters) before clicking submit. The site can not process those characters and will give an error if you don't delete them before hitting submit.