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Hacked, Need help.


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For what it's worth, it is virtually impossible for anyone to "hack" your SL account. People commonly lose control of their accounts because they have given someone their password, either deliberately or because they fell for a scam.  See http://www.firestormviewer.org/phishing-scams-on-the-rise-again/ and http://wiki.secondlife.com/wiki/Scams for discussion of the more common scams and how to avoid them.

Now that you have a problem, though, let's get it fixed. Your account may have been compromised if:

  • You can't access your account.
  • You suddenly notice a reduced available balance on the payment source you have on file.

If this happens, contact us immediately!

Here's what to do:

  1. Go to the Second LIfe Help page and log in if you can. If you can't access your account, use the Forgot your login information? link on the right to recover your username and reset your password. Then log in.
  2. On the Second LIfe Help page page, click the Contact Support link on the right.
  3. On the next page, click Submit a a Support Case form.
  4. Under What type of problem are you having?, select Account Issue. A second dropdown appears.
  5. Under Account Issue, select I believe my account has been compromised.
  6. Fill in the rest of the fields as directed.
  7. Click Submit.
  8. Check your email for your case number.
  9. Call our fraud number: 800-860-6990.

Once you do this, Linden Lab will place your account on hold and investigate the relevant transactions. This may take a few days. Once we have concluded the investigation, we'll send you an email explaining our conclusion and the action we will take. Note that all transactions involving Linden dollars are subject to Linden Lab's Terms of Service.

32px-KBtip.png

Tip: Even if you are able to log into your account, we recommend that you change your password immediately to something secure and unique.  Changing your password regularly is one good way to protect the safety of your account.  For information on how to change your password, see the How to change your password section of this article.

Unfortunately, if whoever had access to your account really has deleted items from your inventory, they are probably gone forever.  When you get the account back again, check the Trash folder and the Lost & Found folder.  If missing items are not there, and if they do not reappear when you clear your inventory cache manually, they are lost permanently. 

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For what it's worth, it is virtually impossible for anyone to "hack" your SL account. People commonly lose control of their accounts because they have given someone their password, either deliberately or because they fell for a scam.  See http://www.firestormviewer.org/phishing-scams-on-the-rise-again/ and http://wiki.secondlife.com/wiki/Scams for discussion of the more common scams and how to avoid them.

Now that you have a problem, though, let's get it fixed. Your account may have been compromised if:

  • You can't access your account.
  • You suddenly notice a reduced available balance on the payment source you have on file.

If this happens, contact us immediately!

Here's what to do:

  1. Go to the Second LIfe Help page and log in if you can. If you can't access your account, use the Forgot your login information? link on the right to recover your username and reset your password. Then log in.
  2. On the Second LIfe Help page page, click the Contact Support link on the right.
  3. On the next page, click Submit a a Support Case form.
  4. Under What type of problem are you having?, select Account Issue. A second dropdown appears.
  5. Under Account Issue, select I believe my account has been compromised.
  6. Fill in the rest of the fields as directed.
  7. Click Submit.
  8. Check your email for your case number.
  9. Call our fraud number: 800-860-6990.

Once you do this, Linden Lab will place your account on hold and investigate the relevant transactions. This may take a few days. Once we have concluded the investigation, we'll send you an email explaining our conclusion and the action we will take. Note that all transactions involving Linden dollars are subject to Linden Lab's Terms of Service.

32px-KBtip.png

Tip: Even if you are able to log into your account, we recommend that you change your password immediately to something secure and unique.  Changing your password regularly is one good way to protect the safety of your account.  For information on how to change your password, see the How to change your password section of this article.

Unfortunately, if whoever had access to your account really has deleted items from your inventory, they are probably gone forever.  When you get the account back again, check the Trash folder and the Lost & Found folder.  If missing items are not there, and if they do not reappear when you clear your inventory cache manually, they are lost permanently. 

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