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How to contact customer support


 
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Opening a support case

If you have an issue you cannot resolve by searching the Community Knowledge Base, Forums, and Answers, then you can open a support case.

Use the link above, or click on Contact Support in the support portal, as shown at right. Then choose Submit a Support Case form.

Opening a support case for a billing issue

KBcaution.png Important: When filing a support case, please supply as much relevant information as possible, to better enable us to help you.

To open a support case for a billing issue, go to the Submit a Case page.

  1. Under What type of problem are you having?, choose Billing.
  2. Then select either:
       LindeX Billing and Trading Limits Review Request.
       Second Life and Marketplace Account balance Payout Issues.

Fill in information describing your issue in the form fields then click Submit.

Premium accounts

If you have a premium account or qualify for Concierge-level service, you can submit tickets for additional types of billing issues. Select the description that best fits your problem, fill in additional information in the form, then click Submit.

Premium and Concierge accounts are also eligible to use live chat support.

Billing support

Important: For billing issues only, phone support is available.  See Billing Support; you can also get to this page by clicking Billing Issues on the support portal.

All users regardless of membership level are entitled to direct billing support.

Case history

To check on the status of a case you have previously opened, view your case history.

How to report an offline region

  • "This region is offline."
  • "The simulator is offline."
  • "Region not available."
  • "We've got a sim down!"

No matter how you put it, it's the same thing: sometimes a region will go offline, rendering it inaccessible. The reasons are many and various. The important thing is to report it so that Linden Lab can correct the situation.

KBnote.png Note: Remember to check the Status Blog — Linden Lab might already be aware of the issue, in which case we're working to fix it.

To report a region as offline, submit a support case. Both basic and premium account holders can submit cases for this particular problem:

  1. Under What type of problem are you having?, select Land & Region.
  2. Under Land & Region, select Report an offline Region.
  3. Enter the region's name and any other pertinent information, such as anything unusual observed before the region went offline
  4. Click Submit.

Linden Lab will address the report as soon as possible.

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User Feedback


Perhaps the Premium/Concierge paragraph needs an addition about how that accounts can use Live Chat.

ETA thanks for the addition :)

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Last time I've been online is 2012. I am back again but 'i am unable to post a new thread'. It looks like i'm banned, please advice?

ps. I've already created a ticket, but no responds.

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