I can only assume that you both are having difficulty with Aura Kingdom. The easiest and fastest way to get a response for something AK related, is to visit their Shoutbox. There are normally a couple GS's or GM's on that SB because it is an active and new game. Open it by visiting the AK forum here http://www.aeriagames.com/forums/en/index.php?f=1315
If this is regarding a game other than AK, it might be good to submit a ticket after having tried the following if it is a browser game: clear your browser cache (including Flash cache), re-start the game, try is using either Firefox or Chrome browsers. Browser and non-browser game you can also flush your modem/router by disconnecting both for a minimum of 1 minute and then reconnecting. Try these methods and if they fail, submit a ticket here http://www.aeriagames.com/contact/support
and let them KNOW what you have already tried and which didn't work.
Many of Aeria's other games also have Shoutboxes where some GS or GM might be lurking to lend you a hand. Never hurts to try and you can get to any of them by visiting that game's respective forum.