When to contact a Moderator

Are you not sure whether you need to contact a Moderator, file a report, file a Help Center ticket or do something else? This post is a general guide to when you should contact a Moderator, when you shouldn’t and what you should do instead.

When to do something else

• If you are experiencing a general bug/glitch on the site, including any of the games or interactive spaces such as please make a post in the Community Hangout forum and label the topic correctly.
• If you have feedback about Zenkai Online – instead please make a thread in the Community Hangout forum.
• If you are having a billing issue (any kind of a problem with a subscription or purchase made on Zenkai Online or an issue with spending or purchasing Stellars, Merch, etc.) – instead please file a Billing Ticket in Zenkai’s Help Center or use Zenkai’s Instant Messaging System to contact a Moderator.
• If you have a general question about Zenkai that other site users can help you with(“What is this item?”, “How do I do [x]?”, etc.) – instead please make a thread in the Community Hangout forum.
• If you want to appeal a ban – instead, please follow the instructions in this post
• If someone else is breaking the rules of the site (flaming, trolling, posting content that is not permitted by Zenkai Online’s Terms of Service, etc.) on the forums and main site – instead please use the report button next to the post/PM that is breaking the rules.
• If someone else is breaking the rules of the site (flaming, trolling, posting content that is not permitted by Zenkai Online’s Terms of Service, etc.) in one of  Zenkai Online’s games or flash worlds – instead please click the avatar of the person who is breaking the rules and select the “report” option.
• If another member of Zenkai Online is harassing or being repeatedly abusive towards you, please report the posts, PMs, etc. where that is happening and then fill out an Abuse/Harassment report form.
• If you have been scammed by another member of Zenkai Online, please report the posts, PMs, etc. that contain any evidence of an agreement between you or that you feel are relevant to the situation and then fill out a Scamming Report form
• If you believe your account has been hacked or receive a message telling you your account was locked or put on hold because it was compromised or is being protected due to suspicious or unusual behavior when you try to log into your account, instead please file a General Inquiries Ticket in Zenkai’s Help Center.

When to contact a Moderator

• If you find content on Zenkai Online that needs urgent Moderator attention(pornographic content, gore, content that is a danger to the safety of others, etc.), please make sure to report the content before contacting a Moderator.
• If off-site advertisements or spam threads are present in numbers that truly disrupt the ability to find legitimate topics of discussion within a forum. If there are only a few of these ad or spam threads on the page, please instead file reports against the violating topics.
• If you have a questions about Zenkai’s Terms of Service or Privacy Policy and/or License Guidelines or any of the specific forum rules.
• If you have found an exploit(a bug or glitch that can be used for personal gain or to harm Zenkai Online) on Zenkai Online.
• If you have questions about a ban or warning you have received.
• If you have questions about filing a report or ticket.
• If you have questions about a report or ticket you have already filed.
• If your account is currently being hacked, you can contact a single Moderator asking for your account to be temporarily locked down until you can recover it. You will still need to fill out a General Inquiries Ticket in Zenkai’s Help Center to safely regain access to your account, and then a Hacking Report form once you are back in the account to get any lost items/gems returned to you.

This is a general guideline and not an exhaustive list, if you think you may need to contact a Moderator and your issue is not covered here, contact a Moderator and if they cannot help you, they’ll direct you to wherever you do need to go for help.