Our support team can help with accounts, billing, technical problems, business services and the WG program. Choose the option below that fits your question.
| If you need… | Use |
|---|---|
| A quick answer during office hours (technical or account questions) | Live Chat |
| Help with World Operations, Business or WG matters, or help outside office hours | A support ticket or email |
| General tips or non-urgent questions | Help articles, the Forums or the community Discord |
Live Chat
Chat with a Technical or Customer Support representative in real time at irc.utherverse.com.
| Team | Available (Pacific Time) |
|---|---|
| Technical Support | Monday–Friday, 9am–5pm |
| Customer Support | Monday–Friday, 9am–4pm |
World Operations, Business Support and WG Support are not available by live chat. For these teams, or outside chat hours, please open a ticket or send an email.
Support Tickets
Tickets let us track your request and send it straight to the right team. Submit a ticket.
Before you submit
- Your support account is separate from your RLC/Utherverse account. The first time you submit a ticket, we'll email you a link to activate your support account.
- Use the email address linked to your RLC/Utherverse account. For security, many account changes need the account owner's consent, so using that address helps us resolve your request faster.
Choose the right help topic
Picking the topic that fits your request sends it directly to the right team. If you're not sure, choose Customer Support and we'll forward it. A forwarded ticket may take a little longer.
| Help topic | Use it for |
|---|---|
| Affiliate Support | The Affiliate Program, friend referrals, custom branding and white labels |
| Billing Inquiry | Billing and payments, Rays and upgrades |
| Business Support | Business licenses, public door licensing, in-world ads, business promotions and conventions |
| Customer Support | Anything else, or if you're not sure which topic to choose |
| Quality Assurance (QA) | The QA program, and feature and new release testing |
| Technical Support | Technical issues and bug reports |
| Working Girl/Guy Support | The WG program, badges, listings, and WG-related complaints and suggestions |
| World Operations | Terms of Service and Rules of Conduct violations, bans and suspensions |
Response times
- Our office hours are Monday–Friday, 9am–5pm Pacific Time. Most staff are available between 10am and 4pm.
- Please allow 2 full business days for a reply.
- We're closed on Canadian federal and British Columbia statutory holidays.
- Opening a new ticket or adding replies to an existing one does not move your request up the queue, so please submit each request once.
Emailing a team automatically opens a support ticket. You can reply to it by email without logging in to the support site. Please write from the email address linked to your RLC/Utherverse account.
| Team | |
|---|---|
| Customer Support | support@redlightcenter.com |
| Technical Support | techsupport@redlightcenter.com |
| World Operations | worldops@redlightcenter.com |
| Business Support | business@redlightcenter.com |
| WG Support | wg@redlightcenter.com |
| Events | events@utherverse.com |
Help Articles
Browse the categories or use the search bar to find answers in our Knowledge Base.
Found missing or inaccurate information? Let us know in either of these ways:
- Answer No to “Did you find it helpful?” at the bottom of the article, then tell us what needs fixing.
- Open a Business Support ticket.
Want an article on a new topic? Open a Business Support ticket and tell us what you'd like covered.
The community also runs the Utherverse Wiki, which you can search or add to at any time.
Community Help
Forums. The Utherverse Forums are a good place for non-urgent questions. Many experienced members and volunteers share their knowledge there.
In-world. Other members are often happy to help in chat. To find a staff member or volunteer who is online:
- Select the Social button (two people) in the upper-right corner of the RLC client, below your mini-avatar.
- Open the Search tab and select Staff/Volunteer.
- Select Search without entering a name. This lists all staff and volunteers who are online now.
- Right-click a name to send them a message or jump to their location.
Discord. The member-run Utherverse Discord server has a general chat and several topic channels, where members, volunteers and sometimes staff can help.