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    What to do if you forget your password

    If you know your username but have forgotten your password, go to the password recovery page. Enter your username and click Send Instructions to have instructions on how to create a new password sent to the email address connected to the account . You'll need to answer the security question you chose when creating your Second Life account.

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    Please be sure to check your junk mail/spam folder, as some automated messages like password reset requests can be sent there by some email providers.

    If you can't recall the answer to your security question or no longer have access to the e-mail account you provided, just contact Customer Support, preferably by opening a support case. You'll be asked to verify your identity and, working together, we can reset your security question.

    We apologize in advance that support cannot retrieve passwords. Luckily, this won't be an issue once we reset your security question.

    What to do if you forget your Second Life username

    The username you created during registration is required to login to the Second Life® virtual world. If you forget your username, you can retrieve it:

    • From your welcome email
    • From the Second Life website
    Note: If you forgot which email address you used when you registered, you can find out on the Contact Information page of the Second Life Dashboard. You must have either your username or email address to recover your account credentials.

    Retrieve your name from your welcome email

    You provided an email address to register your account. A welcome email containing the Second Life username you created was sent to this address. To locate the email:

    1. Log into your email account and search your archives for "second life".
    2. Look for an email with your username in the subject line: "Welcome to Second Life, YOUR NAME!"

    Retrieve your name from the Second Life website

    Warning: If you registered multiple Second Life accounts with the same email address, you will be able to retrieve the username of only your first account. This is a known system limitation. Before you ever have to use this form, write down your usernames somewhere you'll remember!

    If you have forgotten your username or password:

    1. Click Login on the Second Life website.
    2. Click Forgot your login information?
    3. Under Forgot Your Name? enter your email address.
    4. Click Forgot Account Name.

    Your Second Life name will be sent to you shortly.

    How to change your password

    You can change your password, along with other account-related information, on your account page. To view your account page, log in and select Account > Account Summary from the top left side of the page. Click Account > Change Password to change your password. You'll need to know your current password in order to reset it; if you don't know your current password, or are having trouble, you can use the Forgot your login information? link from the Login page for assistance.

    To change your password:

    1. Login to your Dashboard.
    2. On the left, click Account, then click Change Password.
    3. Enter your current password in the top box.
    4. In the Choose a new password box, enter your new password.
      • Please note, your new password must meet the minimum strength requirements. For tips on creating a strong password, see our Password Protection page. 
    5. In the Confirm your new password box, type your new password again. Both boxes must match exactly.
    6. Click Save Changes.

    How to change your email address

    Your Second Life account is linked with an email address of your choosing, which is where things like announcements from Linden Lab and offline instant messages (if you have those enabled) are delivered. It's very important to keep your account email up to date. If your email address changes, or if you lose access to your email account, please update your email address as soon as possible.

    You can easily change your email address on the Second Life website:

    1. Login to your Dashboard.
    2. On the left, click Account, then click Change Email Settings.
    3. Enter a new email address after Enter your new email address.
    4. Confirm your new email address by entering it again after Confirm your new email address.
    5. Click Save Changes under Confirm your new email address.
    6. When prompted, enter your account password and click OK.

    Shortly afterwards, your old email address will also receive a "Second Life Email Changed" email to confirm that the change was done by you, the actual account holder.

    To take advantage of all of the Second Life systems which rely on sending you messages via email, like receiving copies of your Instant Messages via email when you're offline, be sure to verify your email address

    Account Security

    Tip: Keep your account safe! Don't give your password out, and make sure your web browser's address bar shows secondlife.com to prevent being phished.

    There are a number of reasons why it's important to protect your account's security, including preventing financial loss, content loss, and making sure that you have access to your account so that you can continue to use Second Life. Only the original owner of an account is permitted to log in to Second Life on that account; please don't share your password or account with other people, including friends and family. Creating a Second Life account is free and easy, and it's much safer if everyone has an account of their own to use.

    Some tips for maintaining your account's security:

    • Use an up-to-date email address that you check regularly.
    • Use a unique password for Second Life; don't use this password or one that's similar to it anywhere else.
    • Add multi-factor authentication to your account to add another layer of security to account updates like email or password changes.
    • Consider using the inworld viewer setting Use the built-in browser for Second Life links only (Me > Preferences > Setup), which will make it easier to spot when you receive a link to a website pretending to be part of SecondLife.com to trick you into logging in with your Second Life username and password.
      • You can always copy the link and paste it to your preferred web browser, like Firefox or Chrome, once the built-in browser has loaded the page.

    Multi-factor Authentication (MFA)

    What is Multi-Factor Authentication (MFA)?

    Authentication is how Second Life knows it’s you attempting to log in, by verifying the username and password you provide. For many websites and services, authentication consists of a username and a password. Both must be correct for login to succeed; this is called single-factor authentication, because the user only has to know the password to gain access to a known account.

    Multi-factor authentication adds a second method of verification to the login process, in addition to a password. This second method is a code (or token) that's generated by a special app called an authenticator. 

    Once enabled, MFA requires someone to enter a unique secret token to be entered when making changes to your account, protecting it from unauthorized changes to your password, email address, or payment method.

    There are several types of authenticator apps available for different types of smartphones and mobile devices, including Google Authenticator, Microsoft Authenticator, LastPass Authenticator, and Authy.

    Multi-factor authentication is currently available on your SecondLife.com Dashboard only. It's opt-in and not required, though it is an excellent addition to your account's security. 

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    At this time, multi-factor authentication is not implemented for the Second Life Viewer and will not affect how you log in to your avatar inworld.

    Please continue to use unique, strong passwords for your account and to follow good security practices. Multi-factor authentication is great tool to help protect your account, but it's not a replacement for a good password and good security.

    How do I add multi-factor authentication (MFA) to my account?

    Multi-factor authentication at SecondLife.com supports many different authenticator apps with a variety of layouts and tools, but in general, setup works like this:

    1. If you don't already have an authenticator app on your mobile device, install the authenticator app of your choice.
      • Most authenticator apps, like Microsoft Authenticator or Google Authenticator, are free and available in your device's app store, and are regularly kept up to date with automatic updates.
      • If possible, please choose a mobile device that has a working camera. You'll need a camera to scan a QR Code during the setup process. If you don't have a working camera, some authentication apps will also allow you to use a setup key. A setup key is a long string of letters and numbers you can enter by hand; it's visible under the QR code during the setup process.
    2. Visit your SecondLife.com Dashboard and login, if necessary.
    3. On the left side of the Dashboard under Account, click Multi-Factor Authentication
    4. Read the instructions on how the process works, then click Get Started.
    5. Follow the provided steps to add Multi-Factor Authentication to your account. 
    6. Step one is to add an entry for Second Life to the authentication app of your choice.
    7. Step two uses that authentication app to generate a pair of codes (tokens) to verify that setup is working properly.
      • You can add an entry for Second Life to your chosen authenticator app by QR Code or Setup Key.
      • Once you've added an entry for a Second Life account to your authenticator app by scanning the QR code or entering the setup key,  click Continue.
      • On the next page, enter the current code your app has generated for Second Life, then wait. When the app makes a new code a few seconds later, enter that new code as your second code token. 
      • These two tokens, in sequence, will confirm your authenticator app is setup correctly. In the future, you'll only need to enter one code to log in.

    Example: Adding a Second Life account to Microsoft Authenticator

     

    diagram of person pointing mobile phone camera at QR code on monitor

    Here's an example of how the process works when adding a Second Life account to Microsoft Authenticator, a commonly used authenticator app:

    • On a computer or second mobile device, navigate to the SecondLife.com Dashboard and under Account, click Multi-Factor Authentication.
    • Read the instructions and click Get Started to continue to Step 1 of 2 (Scan QR code below); leave the webpage open on your computer monitor.
    • On your mobile device, open Microsoft Authenticator
    • Sign in with your Microsoft Account (if necessary)
    • On the upper right corner, click the plus icon (+).
    • When asked what kind of account you are adding, select Personal Account to continue
    • In the pop-up that appears, select Scan QR Code
    • Your mobile device's camera will activate (though you may need to give your permission to use the camera to allow the app to continue)
    • Position your device's camera so the square QR Code from SecondLife.com lines up with your authenticator app's indicator. Once lined up, your authenticator app will take it from there, adding an entry for Second Life and beginning to generate 6-digit number tokens that refresh automatically.
    • Once you've scanned the QR Code, click Continue to enter the tokens your app is now generating.
    • On the Step 2 of 2: Enter Tokens page, enter the token that is currently visible on your authenticator app in the First token box.
    • Wait until the app generates a new token, then enter the new token in the second box.
    • Click Activate MFA to complete setup -- if successful, the website will confirm you've activated MFA on your account.

    Removing Multi-Factor Authentication (MFA) from your account

    To remove Multi-Factor Authentication (MFA) from your account:

    1. Login to your Dashboard on secondlife.com
    2. Under Account on the left, select Multi-Factor Authentication
    3. If you have multi-factor authentication enabled, you will see two options:
      1. Click Disable Multi-factor Authentication with Token if you have access to your authenticator app.
        1. On the next page, MFA Removal, enter the token code from your authenticator app and click Remove MFA
      2. Alternatively, click Disable Multi-factor Authentication via Email if you do not have access to your authenticator app.
        1. A link will be sent to your verified email address. When it arrives, click it to remove MFA from your account.
    4. If you do not have access to your verified email account or access to your authenticator app, please contact our Second Life Support Team for assistance.

    What to do if your account is compromised

    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 Submit a a Support Case.
    3. Under Issue Type, select Account Issue. A second dropdown appears.
    4. Under Account Issue, select Account Compromised.
    5. Fill in the rest of the fields as directed.
    6. Click Submit.
    7. Check your email for your case number.
    8. 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.

    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.

     

     

     

     

     

     




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