i'm doing good these days
yeah it was an issue before i joined staff. never figured it out.

i believe i checked and the setting that allowed players to PM staff was enabled but it's been a while so might be making that up.

what i would try is remove the system all together. restart the shard to remove any saves it has in place and then install a fresh copy of knives chat. that way you kind of reset everything to default and i'm guessing will fix the issue.
 
One thing to check is open the chat with [c then click on the "O" or "M" like you see my cursor pointing at below.
- Click Mail button
- See if "Only friends can send messages" is checked

I tested on my private shard and a player acct could pm a staff account but once I checked that box the player just gets a message saying "no matching names found"

upload_2018-10-24_8-17-18.png


Another thing to check if that didn't work:

go to this folder: Knives Chat 3.0 Beta 9\General
and open file Message.cs

and see if the first part matches this

Code:
public static bool CanMessage(Mobile from, Mobile to)
        {
            if (from == to)
                return false;

            if (from.AccessLevel > to.AccessLevel)
                return true;

            Data df = Data.GetData(from);
            Data dt = Data.GetData(to);

            if (df.Banned || dt.Banned)
                return false;
            if (df.FriendsOnly && !df.Friends.Contains(to))
                return false;
            if (dt.FriendsOnly && !dt.Friends.Contains(from))
                return false;
            if (df.Ignores.Contains(to))
                return false;
            if (dt.Ignores.Contains(from))
                return false;
            if (dt.Messages.Count >= Data.MaxMsgs && !dt.WhenFull)
                return false;

            return true;
        }
 
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