Frequently Asked Questions (Support)  

Account Issues

Why do I have to create an account?

To utilize many of the site's features such as wiki editing and forum posting, you will need to create an account.

Where do I go to create an account?

At the top of every page is a Log-in/Create Account link.

Where is the user settings page?

The user settings page can be accessed from any page by clicking your name next to the "Welcome" or by clicking the link next to your name on the forum, right hand side where it says "Logged in as" then your name, then click "Preferences"

I want to change my account name

I have an account, I want to make one for my wife, but I can't

E-mail addresses may only be registered in the system one at a time, so if you and your wife share the e-mail, you will need to create a new e-mail address so that she may create an Allakhazam.com account.

Log-in Issues

I can't log-in

There are several things that could be the problem, such as using the wrong user name or password. The log-in fields are case sensitive and a user-name of KenobI must be entered exactly as it was entered upon account creation. The same applies to passwords. (eg: 6/stYui will not work as 6/STYUI) However, if you are sure those are correct, then it may be solved by following the list of suggestions below:

• Make sure your cookies are enabled, this is necessary for a completed log-in.
• Clear your cookies, cache and temporary internet files.
• Be sure your computer time and date are correct, this could cause a cookie failure.
• Double check that there are no spaces before and after your user name and password in the log-in fields.
• Have a new password sent to you if you have lost yours, or perhaps yours has been corrupted or accidentally reset.
• If you have a new password sent to you via the lost password feature, copy (ctrl-c) and paste (ctrl-v) directly from the e-mail to the log-in fields. There are no numbers used in generated passwords and every time you click the lost password link it generates and sends a new e-mail.
• Lastly, try logging in on another browser.

I did everything suggested, still can't log in

Send an e-mail to accounts@allakhazam.com, include your user name, the issue you are having, your browser type and version and any changes you have made recently.

I forgot my password and/or user-name

Located on the log-in page, there is a lost password feature, click it and the system will e-mail you a newly generated password with your user name.

I lost my password and I want my old one back

For security purposes we do not store passwords where we can access them. A new password is generated every time you use the lost password feature. If you lose your password, generate a new one, log-in, then change the password to something you will remember.

I used the password feature and didn't receive an e-mail

There are several reason for failed password e-mail delivery, try one of the following options:

• Verify you used the correct e-mail address when attempting recovery
• Add illia@allakhazam.com to your white list
• Be sure and check your spam folder and trash can as some e-mail providers flag our automatic e-mails as spam. i.e. Hotmail and Yahoo
• Some ISP's actually block our automated e-mails at server level, thus you will never receive them, some examples are Verizon, Mschi and Earthlink. If you lose your password frequently, you may want to consider using a different e-mail provider for your Allakhazam.com account.

How do I change my password?

On your user settings page, on the left hand side at the bottom, under "View Yourself" is the password change request form. See image here for assistance.

How do I change my e-mail address?

On your user settings page, on the right hand side at the bottom, under the "Logout" button is the e-mail change request form. In order to ensure that the email address is valid, clicking the change email button will log you out, and send a new password to the OLD email address. This must be a valid email address. See the comment below on how to get your e-mail address changed if it is not valid. See image here for assistance.

I have lost my password and have a new email

If your e-mail has changed and you no longer have access to it, you will need to contact accounts@allakhazam.com with the address of the old e-mail account for security verification and the new e-mail you wish to use with the account.

Premium Issues

What is a Premium Subscription?

A Premium subscription is a paid option to enjoy a more extensive use of the site, such as forum avatars, no ads, and better search functions. You can read more about Premium, the cost and what you get on the Premium Chart page.

How much does Premium access cost?

The cost of premium varies with the length of time purchased. The longer the length, the less per month you will pay. You can read more about Premium, the cost and what you get on the Premium Chart page.

I want to buy premium for longer than one year

What is auto renewal?

Auto-renewal is when your credit card will be charged on a continual basis upon Premium expiration. With your original subscription your account will be set to auto renewal per our Terms and Conditions.

How do I turn off the auto renewal or cancel service?

The auto-renewal option can be changed on your user settings page on the top right side. See image here for assistance.

I don't have a credit card but I want premium

I paid by credit card for premium and it's not applied

Before you get upset, let's see if the card declined, expired, or used on a different account. If you put in the wrong number it will be declined. If you are on auto-renewal, the card could be expired, or you simply logged in on your wife's account. If you feel your account is in error, please contact accounts@allakhazam.com with as much information as possible, including the user name, e-mail address registered in the system, and if possible the first AND last four digits of the card charged.

I paid by Paypal for premium and it's not applied

As it states on the Paypal Options page, Paypal payments may take up to a week as they are processed by hand. Usually, a nice e-mail requesting to have it applied and including the receipt, may get you connected faster.

I have premium but still have ads

I have premium but my advanced item search isn't working

Make sure you have your cookies and java enabled and that you accept site certificates, as these are needed to utilize premium searches.

How do I change my billing information?

A new credit card could be a change in credit card or a new expiration date, either way is the same. Once the current subscription expires, reapply for premium with the new information. This is for your security that we do not allow changes to billing information.

I want to send my friend a premium gift

Send your request to accounts@allakhazam.com and you will be instructed how to proceed.

I want a refund

Send the following information to accounts@allakhazam.com:

• Your user name
• The email associated with your Allakhazam.com account
• The first AND last 4 digits of the card charged, if you only send the last 4, you will be notified to send the 8 digits.

I was muted/banned and I want a refund

We apologize for the inconvenience, however we will not issue a refund for misbehavior on your part. You agreed to the Terms and Conditions upon subscription that allows us to revoke your membership at any time for any reason.

Other Site Issues

I am getting redirected or my AV is going off

I got a trojan from your site

I got a pop up from your site

First thing, run Ad-Aware Free from Lavasoft in case you have picked up a browser hijack program. We do not condone pop ups, if you see pop ups that you are sure aren't on your machine,you need to contact us. Please see the thread on how to report them in the feedback forum titled Bad Ads: How to report them. Our ads are not supposed to have pop ups of ANY kind and we don't know they are there unless someone reports them.