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Frequently Asked Question #348. Where do I go for help using LiveJournal?

Technical support is available to anyone who has a question about LiveJournal or is having a problem using the service. On our main support page, you can see a list of known issues which are most commonly reported, search for FAQs, view the support board where you can see requests posted by other users, or create a support request of your own.
The support forum, or "board", is the main area where people ask questions and receive answers. Most of the people who help out on the support board are LiveJournal users who volunteer their time to help others. All answers are first reviewed for accuracy by senior support team members before they are sent on to the user.

Our senior volunteers are in contact with LiveJournal staff members to make sure the most current information is being conveyed. Because of this connection to staff, most questions can be answered thoroughly by volunteers. However, a small team of staff members are also available in special cases requiring account investigation or other sensitive issues.

Recommendations for getting quick answers to your support requests:

  • If you have a LiveJournal account, please log in before creating a new request. This will provide our team with useful diagnostic information about your account and your browser.

  • Before you start writing your request, make sure your question hasn't been already answered in our frequently asked questions. Try searching a few times, using different keywords and phrases

  • The support board is public, and anyone who opens the board can see your request. You should not include sensitive information such as passwords, addresses, or phone numbers in your request. If such info is required to investigate your problem, your request will be moved to a special support category where only staff and/or senior team members will be able to see your request. LiveJournal volunteers and staff will never ask you for your password.

  • If you are reporting a problem, be as detailed as possible. Describe every step you take, what happens, and give the exact text of any error messages you see. The more information you give us, the easier it will be to investigate. If you're having an unusual problem, it could be useful to include a link to screenshots.

  • You can't attach files to your support request, although you can include a link. If you want to include HTML in your request, you can, but the HTML markup will not be applied to the text. Everything you enter will appear as plain text. Therefore, you don't need to worry about escaping or replacing "<" and ">" characters if you want to show us an example.

  • Don't open multiple requests about the same problem. If you have more information about a request you've opened, please return to that request and leave a comment. Keeping all relevant information contained in a single request helps simplify investigation.

  • Remember that in most cases, you're talking to another user just like yourself. If you have a complaint about a site policy, please email feedback@livejournal.com rather than opening a support request. Emails sent to this address will be reviewed by LiveJournal staff members.

Once you've opened a request you will receive an answer within 24 hours in most cases, but in some difficult cases it can take more time. If your issue has been identified as an unusual situation or more difficult problem to investigate, someone will generally leave a comment to your request letting you know that it may take longer for a resolution.

As soon as you get an answer to your question, a notification will be sent to the email address associated with your LiveJournal account, and it will ask if the answer helped you. If so, please click "YES" in the email so that we know to close it and grant credit to the person who answered you. If you were asked for some additional info or the answer you got didn't satisfy you, you can make a new comment to your request.

Visit the request URL in your browser at any time to make a new comment. If you need to re-open a closed request for any reason, you can do so by visiting the URL for the support request and clicking the re-open link in the Status field near the top of the request.

Last Updated: August 12th, 2011

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