The Forums have two sections. One is public, which everyone should be able to access. This includes the Announcements, Characters, Manga Studio, and Motion Artist Forums. The others are Passport Members Forums. Passport Members get the Customer Support Forum, Shade, and Poser Forums as a benefit, as well as the Passport Members and Passport Suggestion Forum. All other customers use the normal method of the E-mail/Contact Form using the Contact Us Link at the bottom of every page to contact Customer Support. Currently, there is little difference in the two, since most issues that are brought up in the Forums are resolved through the non-forum channels before the responses to the Posts in the Forum. It is not like there is a live CSR monitoring the Forum 24/7. I even recommend that everyone use the Contact Us Form regardless, since often you will need to include information that you do not want public possibly.

ratscloset
aka John