Revision as of 2009-04-23 10:17:41
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Frequently Asked Questions (Support)  

Contents [hide]
  1. Account Issues
    1. Why do I have to create an account?
    2. Where do I go to create an account?
    3. I tried to create an account, but I typo'd my email/user name.
    4. How do I log in?
    5. Where is the user settings page?
    6. I want to change my account name.
    7. We have an account, want another, only one email.
    8. I am not logged in as me.
    9. I want to delete my account.
  2. Log-in Issues
    1. I can't log-in.
    2. I did everything suggested, still can't log in.
    3. I forgot my password and/or user-name.
    4. I lost my password and I want my old one back.
    5. I used the password feature and didn't receive an e-mail.
    6. How do I change my password?
    7. How do I change my e-mail address?
    8. I have lost my password/log-in and have a new email.
    9. How do I use my @allakhazam.com email?
    10. How do I opt out/in for premium giveaways?
  3. Premium Issues
    1. What is a Premium Subscription?
    2. How much does Premium access cost?
    3. I want to buy premium for longer than one year.
    4. What is auto renewal?
    5. How do I turn off the auto renewal or cancel service?
    6. I don't have a credit card but I want premium.
    7. I paid by credit card for premium and it's not applied.
    8. I paid by Paypal for premium and it's not applied.
    9. I have premium but still have ads.
    10. I have premium but my advanced item search isn't working.
    11. How do I change my billing information?
    12. I want to send my friend a premium gift
    13. I want a refund.
    14. I was muted/banned and I want a refund.
  4. Other Site Issues
    1. My AV is going off.
    2. I got a virus from a link on your site.
    3. I got a pop up from your site.
    4. I got an email spam from an @allakhazam.com address.
    5. What programs do you suggest to make my Allakhazam surfing experience safer/better?
  5. Item Collector Issues
    1. EverQuest: Lucy
      1. How do I set up Lucy?
      2. I can collect information but my profile is not updated
    2. EverQuest II: Lucy2
    3. Warhammer: WARreader
    4. World of Warcraft: WoWReader

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. Registration is free.

Where do I go to create an account?

At the top of every page is a Log-in / Create Account link. Click the Create Account link. You will need a valid email address to create an account with Allakhazam.com as your original server generated password will be emailed to you at that address. You can change your password on the user settings page once you are logged in.

I tried to create an account, but I typo'd my email/user name.

E-mail accounts@allakhazam.com your correct user name and/or email and we will get those changed for you. Be aware that if your user name has already been used in the system, you may have to use something else. We will do our best to accommodate you.

How do I log in?

At the top of every page is a Log-in / Create Account link. Click the Log-in link and add your user name and password to the inputs.

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 on some templates that have drop down menus.

I want to change my account name.

E-mail accounts@allakhazam.com from your Allakhazam registered email. Include your current user name, the name you would like to have, and two alternate names in case your preferred name is already taken. If you have a low post count, we will more than likely suggest you just make a new account. If you do make a new account, please contact us and let us know so we can flag that you aren't a sock or troll.

We have an account, want another, only one email.

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

I am not logged in as me.

If you are logged in as someone else, one of two things happened. You may be using a machine at work or somewhere else where someone can log in under another account. Or your ISP or work network may be caching pages from our site and serving you pages cached from another of our visitors. If it's the first, just log out and log back in under your user name. If it’s the latter, logging out and in sometimes helps. You may also possibly get around it by clearing your cache and adding a ? at the end of our URL. If that doesn’t work, you will have to contact your isp or network admin and ask them to stop caching our pages to completely stop it.

I want to delete my account.

For reputation and security reason we do not delete accounts. If you need to make your account inaccessible, you can send an email to accounts@allakhazam.com and request a ban on the account. Please understand that a ban is forever, any posts you will have made previously will be inaccessible to the public and can never be brought back up and you will need to create a new account to utilize the site. You may want to email us and let us know you are making a new account so that we may note the account.

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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:

  • Be sure you are using your user name and not your email address for logging in. Your email is only used to retrieve your password.
  • 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 forgotten or 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 a new password 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 the following: Your user name and/or email registered with the site. The issue(s) you are having and any error(s) that you may have experienced. Your browser type and version. Any changes you may have made to your account, browser, or computer recently. Also include the suggestions above that you may have attempted.

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. Only press this link once, each click creates a new password and a new email.

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 reasons 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 (and sometimes Yahoo.) If you lose your password frequently, you may want to consider using a different e-mail provider for your Allakhazam.com account, such as Gmail.
  • Send an e-mail to accounts@allakhazam.com from your registered email address either requesting a manual password reset or supplying the password you would like to have.

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/log-in 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. Without the old e-mail address we cannot be sure it's your account and will not change the password nor give out the user name if you cannot supply it. Please include you user name in the correspondence.

How do I use my @allakhazam.com email?

To use your @allakhazam.com e-mail address, go to the user settings page and click the check box for "Publicise Email." That will activate the address and list it as your contact address on your profile. The forwarding to your actual email from the @allakhazam.com address should be nearly instant.

How do I opt out/in for premium giveaways?

On your user settings page there is an option for opting out, click the check box to opt out. To opt back in at any time, clear the check box and fill out the form to be eligible to contest giveaways.

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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.

Send a request to accounts@allakhazam.com and we will try to get this worked out for you.

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.

We also accept Paypal and Paid by Cash.

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.

First thing, make sure you are logged into the correct account. Then we need to verify that you indeed do have premium. The reason this is most times, is the premium has expired. However if you do have premium flagged and are still experiencing ads, log out, clear your cookies, cache and temporary internet files, restart your browser and log back in. If you are still having ad issues, please see Bad Ads: How to report them in the Feedback Forum.

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. If you have moved, send an e-mail to accounts@allakhazam.com with your new address including your user name and the first AND last 4 digits of the card associated with the premium account and we will get that changed for you.

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.

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Other Site Issues

My AV is going off.

We need to know exactly what information was displayed in that anti-virus message. There should be a log file somewhere that would indicate any possible virus variant, where it came from, what IP address it was logged from, etc. There is a good possibility that this is not related to our site. It may have just been some bot fishing for IP ranges that triggered your firewall at a coincidental time. None of the site code on our servers is compromised in any way. We have very robust anti-virus processes in play on the servers. Please read the thread in the Feedback Forum entitled Bad Ads: How to report them and follow those steps if you receive this message again.

We take all reports of virus activity very seriously, as our reputation is at stake if nothing else, so please provide any information you can give us to help us determine the root cause of the issue

Although you can acquire a virus from nearly anywhere, we try hard to keep your gaming research as safe as possible. If you come across a suspicious link on the site, DO NOT click it and contact us via the Feedback Forum for the most prompt attention. PM'ing an admin may actually increase the time it takes to notify us as all admins come and go at different times. Please do not spam or PM all our admins. Posting on the feedback forum guarantees that the next admin to stop by will be able to take action. We do not condone this type of behavior and we do ban this type of activity.

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/redirects of ANY kind and we don't know they are there unless someone reports them.

I got an email spam from an @allakhazam.com address.

If you receive an e-mail from username@allakhazam.com (any username: kaolian, allakhazam, one of the asylum posters, etc. doesn't matter) this does not mean that that person actually sent you a virus. One feature of modern viruses, is that they can grab e-mail addresses from pretty much anywhere. For example: one infected person viewing the website, which creates temporary cache files that the virus can use, can actually be responsible for sending out viruses "from" multiple people.

There are also new sneaky viruses that can look at the e-mail address it is being sent to, and emulate it enough to send a nasty e-mail. For example, for the address kaolian@allakhazam.com, the virus is capable of generating a message like this:

"Kaolian, the Allakhazam administrators have detected illegal activity on your account, and it will be shut down immediately unless you send all your personal information and banking info to this address immediately"

Usually they are more threatening than that, but you get the idea. Sometimes these emails include an attachment, but not always. Do not ever click a link included in an email you are unsure about. Allakhazam staff members will almost never send an attachment via our allakhazam addresses, without prior notification. An example of this would be an affidavit of eligibility for a prize given via a contest.

What programs do you suggest to make my Allakhazam surfing experience safer/better?

Some free programs you may want to consider using or have on hand:

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Item Collector Issues

EverQuest: Lucy

How do I set up Lucy?

Options info:

  • User name - Set the user name to what you want to show up on the "Submitted by" for any new/updated items you collect. Leave it at unknown if you'd prefer to remain anonymous. (This is not used for profiles, only item submissions)
  • Mode - WinPcap or Memory-Reading. WinPcap is the preferred mode. Use Memory-Reading if it doesn't work for you (Dialup, some DSL under Win2k/XP).
  • Network interface - (WinPcap only) Select the network device to sniff on. If your network traffic all goes over a regular network card, chose it from the list, and you shouldn't have any problems. If your having trouble, let us know.
  • Start when launched - Choose if you want the collection engine to start automatically when you launch the collector (if not, simply go to the collection menu and hit start).
  • Save profiles - If enabled, your character's inventory, skills, abilities, and other stats are saved to -.html in the directory you chose.
  • Quiet mode - this turns off the output of item stats to the collector window, for items you've seen before. They're still collected and uploaded, but you don't see a display of every item that passes by. Turn this on to save a little memory and processor time, and cut down on the text spam in the window.
  • Profile support - This will enable profile support. Uploading and exporting to file can be done from the profile manager window (File->Profiles). With this, you can upload your character data to the server. Your character profiles should then show up under the 'Your Characters' link on this site. (Premium feature)
  • Test server - Use this only if you play on test. Due to the frequent updates test receives, this may not always work, but we'll try to keep it synchronized.
Advanced options:
  • Promiscuous mode - (WinPcap only) You should use this if you wish to collect items from a computer other then the one that EQ is running on, and both computers are on an unswitched network where the computer running the collector can view EQ's traffic. (If you don't know what this means, it probably isn't useful to you, so leave it turned off)

I can collect information but my profile is not updated

  • Double-check that 'Uploading profiles' is there, and that 'Upload Profiles' is checked.
  • Next, check the text for possible error messages, such as: "Warning: Not uploading profile, no cookie found.", which means you need to re-log into the site. Unchecking and re-checking 'Upload profiles' will ensure that your cookie exists, as well.
  • Ensure that 'Test Server' is only checked if you play on test, otherwise it just wont work.
  • If you see "Server returned an error on profile upload.", then this is a genuine problem. Try zoning again with item collector running to see if there's any change. If not, let us know here.

You can find the Lucy Info/download page here and the Lucy FAQ here

EverQuest II: Lucy2

You can find the Lucy2 wiki here.

Warhammer: WARreader

You can find the WARReader wiki here.

World of Warcraft: WoWReader

You can find the WoWReader wiki here.

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This page last modified 2009-04-23 10:17:41.