Why do some lines get displayed twice?
Why does what I say get displayed twice?

What does this cover exactly?
It can sometimes be the case that either when you or someone else adds something to a conversation, the last line added is displayed twice. All previous and subsequent lines display correctly.

Why does this happen?
This normally occurs when a line contains any non- alphanumeric character which gets converted by the browser into a special code to ensure that the character is displayed correctly.

If the chat line content varies from what is stored within the chat database and we haven't yet compensated for the difference, the relevant line will be duplicated when the conversation next updates because, as far as the chat system can tell, the line stored in the chat database is techincally different to the one that you are seeing.

In the vast majority of cases where this might possibly occur, it won't do as we've studied this carefully to ensure that it doesn't.

However not all web browsers re-encode certain characters in the same way and we may have failed to compensate for the odd unusual character here or there.

How can this be overcome?
Until we update the chat system to compensate this is likely to re-occur.

However we can't update the chat system to compensate if we don't know that this has happened. Please read the section below for details of how to report this to us.

How can this be avoided?
In order to avoid this particular oddity, you will need to make a very specific support request and we greatly appreciate such cooperation from you as this allows us to improve the service.

If you are willing to help, you will need to submit a support request as follows:

1. Visit the technical support request page.
2. Ensure that you are signed-in so that we know who is making the request.
3. As well as the message you would like to send to us, please copy and paste the following template into the very start of your support request and provide answers to the given questions:
   • What is the exact line that you entered?
   • What language is the line in (if not English)?
   • Does the line contain any alphabetic characters not present in the English alphabet?
   • Does the line contain any characters other than alphanumeric characters (A-Z a-z 0-9) or commonly used punctuation?
   • Did this occur in the general chat area or within a one-to-one chat room?
   • If this occured within a one-to-one chat room, with whom were you chatting?
   • At what time did this occur? Please be as precise as possible.
   • If you are not in the UK, what country are you in? We will need to know this to calculate the time difference between you and us. If you know how many hours ahead or behind you are of GMT, please say so.