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FAQ

Expert FAQ

Top Questions:

How do I sign up for FixYa?
Is the assistance on FixYa free?
How do I pick my FixYa nickname?
Are there any restrictions when creating my FixYa password?
How do I sign in to my FixYa account?
Where can I find the FixYa Terms and Conditions?
Where can I find the FixYa Privacy Policy?
I forgot my password. What should I do?
How do I change my password?
I forgot my nickname. What should I do?
How do I change my email address?
How do I update my profile?
How do I upload, change or delete a photo in my Profile?
What browsers does FixYa support?

Getting a Solution to a Technical Problem:

How do I post a new technical problem?
I can't find my product. What should I do?
How can I tell if my problem has already been posted by another user?

About FixYa Ratings

How does FixYa's rating system work?
What are Rankings?

Premium Services:

What Premium Assistance services does Fixya offer?
What is Fixya Unlimited Expert Assistance?
What is Premium Email Assistance?
What is Premium Live Chat?
Can I contact my Live Chat Expert after the chat session is over?
Where can I view the transcript of my Live Chat session?
Who should I contact with questions about Premium Assistance?

Contacting FixYa:

Who should I contact with General Support questions?
Who should I contact with FixYa Account questions?
Who should I contact with Premium Services questions?
How do I report Abuse on FixYa.com?

Top Questions:

How do I sign up for FixYa?

Signing up for FixYa is simple and free:
  1. From the FixYa homepage, click on the "Sign In" button in the top right corner of the page,
  2. You'll be taken to the FixYa Sign In page for existing FixYa members. If you are not already a member, you'll need to click on the "Not a member?" link in the top right corner of the page.
  3. You'll be taken to the User Sign Up page. Complete the short form on this page.
    Nickname - This will be your user name on the FixYa site. Once you complete your registration, this nickname can not be changed. Between 4-12 alphanumeric characters.
    Email Address - This will be the email address we use to contact you regarding important updates, etc. We will not share your email address with anyone. See our Privacy Policy for details.
    Password - A minimum of 4 alphanumeric characters.
  4. Click the "Sign Up" button
    NOTE: By clicking the "Sign Up" button, you are agreeing to the Terms of Use for the FixYa site.

Is the assistance on FixYa free?

Yes. Signing up for FixYa is free. Users can post their problems on the free troubleshooting forms and get help for free. You can also upgrade your post to Premium Assistance and get fast, guaranteed assistance from our Top Experts - via posting or Live Chat.

How do I pick my FixYa nickname?

Your FixYa nickname will be your user name on the FixYa site, and will be seen by other users. Once you complete your registration, this nickname can not be changed. Pick a nickname between 4-12 alphanumeric characters that you can easily remember, and that you don't mind being visible to the FixYa community.

Are there any restrictions when creating my FixYa password?

FixYa passwords must be a minimum of 4 characters and can only contain letters and numbers.

How do I sign in to my FixYa account?

To sign in to your FixYa account, click the "Sign In" button in the top right corner of any FixYa.com page. If you are not already a FixYa member, click the "Not a Member?" link in the top right of the Sign In page and fill out the short Sign Up form.

Note: If you are already signed in to your FixYa account, you will see the "My Profile" and "Sign Out" buttons in the top right corner of the page. Click the "Sign Out" button if you wish to sign in as a different user.

Where can I find the FixYa Terms and Conditions?

Click here to view the FixYa Terms and Conditions.

Where can I find the FixYa Privacy Policy?

Click here to view the FixYa Privacy Policy.

I forgot my password. What should I do?

From the Sign In page, click on the "Forgot your password?" link. You'll be asked to enter your email address so that FixYa can send you a new password.

How do I change my password?

To change your FixYa password:
  1. Sign in to your FixYa account with your current password.
  2. Click on the "My Profile" link at the top of the page.
  3. From your My Profile page, click on the "Edit Profile" link under the Useful Links section in the right column.
  4. From your Edit Profile page, click on the "Change Password" link.
  5. You'll be asked to enter your old password, and then select a new password.
  6. Click the "Change Password" button.
  7. You'll now need to sign in to FixYa with your new password.

I forgot my nickname. What should I do?

For questions about your FixYa nickname, please contact us.

How do I change my email address?

  1. Sign in to your FixYa account.
  2. Click on the "My Profile" link at the top of the page.
  3. From your My Profile page, click on the "Edit Profile" link under the Useful Links section in the right column.
  4. When you have entered your new email address on the form, scroll to the bottom of the page and click "Submit" to save your changes.

How do I update my profile?

  1. Sign in to your FixYa account.
  2. Click on the "My Profile" link at the top of the page.
  3. From your My Profile page, click on the "Edit Profile" link under the Useful Links section in the right column.
  4. When you have made your desired edits, scroll to the bottom of the page and click "Submit" to save your changes.

How do I upload, change or delete a photo in my Profile?

To upload your first photo:
  1. Sign in to your FixYa account.
  2. Click on the "My Profile" link at the top of the page.
  3. Click on the "Upload Your Photo" link near the top of the page.
  4. You'll be taken to the Edit Profile page, where you can click the "Browse" button to select an image from your computer.
  5. Once you select the desired image, click "Submit" at the bottom of the page to save your changes.
To change your photo:
  1. Sign in to your FixYa account.
  2. Click on the "My Profile" link at the top of the page.
  3. From your My Profile page, click on the "Edit Profile" link under the Useful Links section in the right column.
  4. Scroll down to the bottom of the Edit Profile page, and click the "delete" button under your current image.
  5. Your current image will disappear, and the Browse button will appear, allowing you to select a new image from your computer.
  6. Once you select the desired image, click "Submit" at the bottom of the page to save your changes.
To delete your photo:
  1. Sign in to your FixYa account.
  2. Click on the "My Profile" link at the top of the page.
  3. From your My Profile page, click on the "Edit Profile" link under the Useful Links section in the right column.
  4. Scroll down to the bottom of the Edit Profile page, and click the "delete" button under your current image.
  5. Click "Submit" at the bottom of the page to save your changes

What browsers does FixYa support?

FixYa supports most versions of Internet Explorer, Firefox, and Safari. If you have a question about a specific browser, please contact us.

Getting a Solution to a Technical Problem:

How do I post a new technical problem?

Before you post a new technical problem, we encourage you to search for your product and see if anyone has already posted your problem on FixYa.

If your problem has not already been posted, click on the "Post a New Problem" link at the top of the "Troubleshooting and Support" section of the product page. You'll be asked to specify a subject for your problem and then describe it in detail - including the problem symptoms and any steps you've already taken to try to resolve the problem on your own.

I can't find my product. What should I do?

There are 2 ways to find your product on FixYa:
Search - Type your product name or keyword phrase into the search box on the Homepage. You'll be taken to a search results page listing all of the products that match your search criteria, with the ability to narrow down your results by product category. If there is only one match for your search criteria, you will be taken directly to that matching product's page.
Browse - FixYa makes it easy to browse for your product by manufacturer. On the FixYa.com homepage you'll find an alphabetical list of product manufacturers. If you don't see your manufacturer, click on the "All Manufacturers" link at the bottom of the list. Once you select a manufacturer from the list, you'll be taken to a page listing all of that manufacturer's products - and have the ability to narrow down your results by product category.
If you are unable to find your product by searching or browsing, just click the "Ask" button near the top right corner of most FixYa pages. You'll be able to select a product category and subcategory, and post your problem.

How can I tell if my problem has already been posted by another user?

It's easy to see if your problem has already been posted by another user:
  1. Find your product - either by browsing by brand or using the search box found near the top of the Homepage.
  2. Once you find your product, there are two ways you can tell if someone has already posted a similar problem :
    1. scroll through the existing problems for that product, found under "Troubleshooting and Support"
    2. use the search box at the top of the product page to search for your solution within the knowledgebase for that specific product
  3. If you find a problem like yours, click on the problem thread and read the available solutions. If there are no suggested solutions that solve your problem, click on the "Have the same problem?" link near the top of the problem thread to post your version of the problem and be notified when a new solution is offered.

    If you do not find a problem like yours, click on the "Post a New Problem" link at the top of the "Troubleshooting and Support" box to post your problem and be notified when a new solution is offered.

About FixYa Ratings

How does FixYa's rating system work?

There are two different categories of ratings on FixYa- Ratings from the Asker (the person who posted the problem) and ratings from the Community.

Asker Ratings

Askers are first asked about each solution "Was this helpful?"

The solution is this marked with one of the following ratings:
Community Ratings

The FixYa community can also rate each Solution, Tips & Tricks posting, and Recommendation posting as either Helpful or Unhelpful. We encourage our community to use this feature to indicate which solutions they agree or disagree with, to help give feedback to our Experts. The number of community members who have voted each solution as Helpful will then appear alongside the solution itself, to indicate how many of our users agree with the advice given.

A single posting (Solution, Tips & Tricks, or Recommendation) will yield 1 average rating from all of the votes on that particular post. These ratings are then calculated as an average of all postings of all types to yield the Overall Ratings you see in your Profile Page. Ratings from your Premium Activities will not be counted towards the Overall Ratings.

What are Rankings?

The Asker's ratings and the community's ratings are then factored in to determine the value of each solution in our system.

Expert rankings are calculated using both the number of solutions he/she contributed and the quality of their answers. The quality of the Solution is determined by factoring the Asker's ratings and Community ratings. Top Experts box on our Home Page features the five Experts who've contributed at least 80 solutions in the past 30 days and have the highest rank and rating score.

The More Experts page allows you to dig deeper into the list by sorting all Experts according to their rating.

We constantly monitor these ratings and correct any abuses found to assure that they are accurate and free of manipulation and bias.

Each Expert is ranked according to his solutions' average rating score and the number of solutions posted:
  Rank Average Rating Minimum Number of
Solutions Posted
Guru Guru 85% + 50
Wiz Wiz 70% - 85%, 5 rated Solutions min. 30
Master Master No Ratings Required 10
Guide Guide No Ratings Required 5
Apprentice Apprentice No Ratings Required  

Premium Services:

What Premium Assistance services does Fixya Offer?

When you post a new problem on FixYa, you have an option to select Premium Assistance and have your problem solved by our elite group of technical experts. There are two options for Premium Assistance - Premium Email Assistance and Premium Live Chat.

What is Fixya Unlimited Expert Assistance?

Fixya Unlimited Expert Assistance is a monthly subscription program for our Premium Email Assistance service. You will receive all the benefits of the Premium Email Assistance program described below for all your questions you submit to Fixya while your subscription is active.

Please note that to ensure proper attention to your problems, our Top Experts will work on one problem at a time for our subscribers. If you get a message alerting you that you have another active problem in the queue, you will need to resolve your active problem before your new problem is posted to our Top Experts.

Resolution of an active problem will be either through "Accept the Solution" button or by "Withdraw the Problem" link.

What is Premium Email Assistance?

Premium Email Assistance - When you upgrade your problem to a Premium Email Assistance, you will receive solutions via email from our top Experts until your problem is solved. Here's how it works:
  1. Once you complete the purchase process, you will soon receive an email with a link back to the proposed solution from a highly qualified Premium Expert.
  2. Once you review this solution, you can:
    1. Accept the solution
    2. Request additional help from the Expert who posted the solution
    3. Request to work with another Premium Expert

What is Premium Live Chat?

Premium Live Chat - With Premium Live Chat, you can get immediate assistance by chatting online with one of our top Experts. Here's how it works:
  1. Once you complete the purchase process, the chat utility will open inside your browser window.
  2. A Live Chat Premium Expert, specifically selected to help you solve your problem, will join you in the chat.
  3. At the end of Live Chat, you will be asked to accept the Solution to end the session.
  4. If you are not satisfied with the solution provided by the Live Chat Expert, you'll be given the option to chat with another Expert.
  5. In the rare event that another Live Chat Expert is not available, we will give you the option to transfer the problem to the top of the Premium Email Assistance queue.

Can I contact my Live Chat Expert after the chat session is over?

You can correspond with your Live Chat Expert by posting a comment to the Chat Thread, located inside the My Problems section of your My Profile page. Click on the question you posted to access your chat transcript, and leave comments. The Live Chat expert will be able to view these comments.

Where can I view the transcript of my Live Chat session?

Your chat transcript can be located inside the My Problems section of your My Profile page. Click on your question to access your chat transcript.

Who should I contact with questions about Premium Assistance?

If you have additional questions or billing questions with our Premium Assistance, please email us at premium.support@fixya.com.

Contacting FixYa:

Who should I contact with General Support questions?

If you have a general support question, please email us at support@fixya.com. Please do not email us technical questions regarding your consumer products. You may post your gadget, electronic and/or consumer product technical questions on the FixYa.com troubleshooting forums, and receive technical support from the FixYa community.

Who should I contact with FixYa Account questions?

If you have a question regarding your FixYa member account, please email us at support@fixya.com. Please do not email us technical questions regarding your consumer products. You may post your gadget, electronic and/or consumer product technical questions on the FixYa.com troubleshooting forums, and receive technical support from the FixYa community.

Who should I contact with Premium Services questions?

If you have a question regarding Premium Services - including Premium Live Chat, Premium Problems, and Expert Payments - please email us at premium.support@fixya.com. Please do not email us technical questions regarding your consumer products. You may post your gadget, electronic and/or consumer product technical questions on the FixYa.com troubleshooting forums, and receive technical support from the FixYa community.

How do I report Abuse on FixYa.com?

If you believe another user is abusing the rules of FixYa.com, please follow these steps:
  1. Locate the abusive post thread on the FixYa.com site
  2. Click the "Report Abuse" link, usually located in the top right corner of the thread.
  3. Use the "Reason" field on the form to describe the reason for your report.
  4. Click the "Submit" button at the bottom of the page.
  5. We will review your report and take any necessary steps to remedy the situation. Please note that your identity will not be revealed to the abuser.
Please do not use the "Report Abuse" form to submit technical questions regarding your consumer products. You may post your gadget, electronic and/or consumer product technical questions on the FixYa.com troubleshooting forums, and receive technical support from the FixYa community.