Rand Linden

Terms of Service The Terms of Service describe the terms on which Linden Lab offers you access to Second Life. See also: Terms of Service FAQ Terms of Service Arbitration FAQ Community Standards The Community Standards govern behavior in Second Life. Violations may result in suspension or, with repeated violations, expulsion from the Second Life Community. To report a violation of Terms of Service or Community Standards, file an abuse report. See Filing an abuse report.

Overview Search policies General guidelines Appeal to humans, not search engines Be specific and descriptive Create a brand Maturity ratings matter Stay current Technical guidelines Check Show in Search Some tips Frequently asked questions about search rankings Relevance and rank: what are they? Why does my store’s ranking change when maturity levels are checked and unchecked? Why did my listing move in the search results? If I have zero traffic, do I drop from search results? How do I boost my ranking in search results? What is traffic and what role does it play in search rankings? How does size affect search rankings? How else is ranking determined? Are inworld business owners subject to a periodic re-shuffling of search criteria? Do classifieds that have paid more for inclusion always appear at the top of results? Learn more Overview Our Search tool strives to make it easy for Residents to discover the incredible array of content, experiences, and people in Second Life by providing the most relevant search results. The guidelines below will help you create listings that effectively connect your products and events with the people looking for them, thereby optimizing your search rank. For information on other aspects of Search, see the Search FAQ. Search policies Any attempt to inflate your rank artificially in search results, including the inappropriate use of traffic bots or Picks, could result in penalties to your rank, de-listing from search, and disciplinary action against your Second Life account. Your rank may also be penalized due to keyword stuffing or false representation (for example, saying that your store sells skins when it only sells furniture). Warning: Failure to follow the Maturity ratings and search guidelines may cause your listing to be excluded from some or all searches. General guidelines Appeal to humans, not search engines Help people understand what you offer by providing useful, clear, and accurate descriptions that communicate what’s valuable and unique about your place, group, or event. Know your target audience and speak to their interests as specifically as possible. This helps you stand out from the crowd and helps new Residents become long-term members of our community and economy. Be specific and descriptive Avoid filling descriptions with nothing but a list of keywords. Use phrases and sentences that are human-readable. The search engine will return results for words that are based on the linguistic root of words in your description. This means that if you sell tango dance animations, your description does not need to include every version of the word dance (dances, dancing, and so on). Searches on the word dancing will include your listing in the results. Note that a large portion of searches include more than one keyword (in fact, many searches are for phrases). Including relevant common phrases in your listing will increase its visibility. For example, if you sell Jazz-age clothing and accessories, say so. If your location also looks like a speakeasy and hosts events, let people know. Create a brand Top merchants and events in Second Life are successful in part because they have created a unique feel around their product that helps people identify what’s especially valuable or appealing about their offering. Communicate the vibe of your store or group through its name, imagery, and targeted descriptions. For more info on advertising opportunities, check out How to market your products and see the Classifieds FAQ. Visit the Business and Marketing wiki portal for more tips on starting a Second Life business or bringing your business into Second Life. Maturity ratings matter Be sure to mark your listing with the maturity rating appropriate to the content and location. Listings that are not marked appropriately will miss their target audience and may be blocked from search results. See Maturity ratings for more info. Note that all searches on secondlife.com return only General results. Stay current Second Life is a changing world, and Resident search behavior changes too. Based on our monitoring of user behavior and satisfaction, we continually update our relevance and rank algorithms to serve the broadest user base possible. New releases to Search will be announced in advance, whenever possible, on the Second Life Blog Technology channel. As user behavior changes, so too should listing strategies change — ask your customers what drew them to your listing, and learn from others you admire. Technical guidelines Check Show in Search Click the Show in Search check box to include your listing in the search index. This option is available on places, profiles, groups, and objects. If it is not checked, search results will not return these items. Events are automatically included in the search index. Note that items in the Search index are also available to be viewed on the web and may be indexed by web search engines like Google, Bing, or Yahoo! Note: None of your personal information is available on the web unless you write that information in your listing descriptions. Some tips Spelling and grammar matter. Avoid using non-traditional spellings. Also, be sure you've got the correct spelling. Avoid over-use of capital letters or symbol characters. Internationalize. Second Life is an international community in which many languages are spoken. If you are targeting non-English speakers, be sure to use their language in your listing name and descriptions. Indexing. Updates are usually available within 6 hours. Parcels. Take care when changing parcel boundaries. A variety of parcel data is used in calculating search rank, and changing the boundaries of your land parcel can cause that data to be reset or lost. When joining two parcels, the larger parcel keeps much of the parcel data. Frequently asked questions about search rankings Relevance and rank: what are they? Linden Lab monitors and fine-tunes a wide variety of Second Life-specific data signals to weigh the relevance of listings for each search request. We first determine if a listing is relevant to a particular search query; we then determine the importance of that listing relative to other relevant results. Searchers can refine their results with filters or sorting features. To create the best search tool for everyone, we are constantly improving the relevance and rank algorithms. Following the guidelines, policies, and tips in this document will help you create effective listings that reach your target audience. Why did my listing move in the search results? Search leverages advanced statistical regression of many different measures to determine the statistical significance of user behavior. Put more simply, search changes over time as people use Second Life and we gather information about what they are doing. How do I boost my ranking in search results? Read the guidelines above. These guidelines are the best resource for improving your visibility in search. What is traffic and what role does it play in search rankings? Traffic is a numerical metric calculated for every parcel of land inworld. This score can be summarized as the cumulative minutes spent on the parcel by all visitors to the parcel within the previous day. (The value shown in About Land is based on data gathered from midnight to 11:59 PM, Pacific Time.) It is calculated by taking the total seconds spent on the parcel, dividing by 60, and rounding to the nearest whole minute. For example, if your parcel has a cumulative seconds total of 121s over the course of a day, the traffic score is 2. Traffic has a mild influence on the relevance of search results. It's one of many factors included in the search logic. To see the traffic score for a parcel, right-click on the ground in the parcel and choose About Land; or choose World > Place Profile > About Land. The General tab shows the traffic score for each parcel. If I have zero traffic, do I drop from search results? No. This rumor is not true. The amount of traffic (that is, the number of avatars on your parcel over time) has a small effect on search ranking, but it will not cause you to drop from search results altogether. How does size affect search rankings? Search treats very small parcels, especially parcels that are smaller than the 128 meter size restriction allows, as less important. For more information about land parcels in search, see Search FAQ. How else is ranking determined? In addition to traffic, size, and many more ranking mechanisms, we also apply a small negative boost related to how spammy a listing seems to be. We determine this using software that evaluates content and gives it a rating. This spam ranking is viewable on the source code of your world page listing, and there are several inworld merchants with free objects that tell you if your parcel has been flagged for spam. Adjusting the title and description text associated with your parcel affects your spam rating, and that new rating is picked up in the next update. Are inworld business owners subject to a periodic re-shuffling of search criteria? Search is a very important tool for users and business owners, and we constantly strive to improve that tool to meet all our Residents' needs. We release periodic updates, new features, and bug fixes that may affect the performance of particular listings in the search results. Whenever possible, we communicate about these releases in advance on the Second Life blog. Do classifieds that have paid more for inclusion always appear at the top of results? Ads shown in both the Classifieds tab and on the right of all search results pages are ranked by a combination of keyword relevance and price paid. Learn more Read the Search FAQ. Investigate advertising opportunities at Classifieds FAQ. Starting a Second Life business? Read Business and Marketing.

Questions about searching How do I use the search window? What is the difference between the Everything tab and the other tabs? Why doesn't the Everything tab show what I searched for? Is search functionality available on the web? What about search in Viewer 1.23? Why don't I see the item I'm looking for? Why am I getting an error that some search terms have been removed from my query? Why isn't my last search showing? What's included in the Everything tab of the Search window? How can I search classified ads only? How do I sort search results alphabetically? Can I use Boolean operators or other advanced search techniques? Can I filter search results by maturity rating? Do searches match partial words? Privacy concerns Land parcels Groups Profiles Objects What happens when I transfer an object set to show in search? Events Questions about creating search listings Why is my listing lower than it should be? Why isn't my listing shown? Why isn't my event or Destination Guide listing on the home page? Why are search results so different with newer Viewer versions? What do I do if I can’t find my parcel or region when I search for it? Why can’t I find Events in "Everything"? Why do you hate me, my store, my parcel, my friend? Are objects on "private land" that are set for sale included in search? Do objects with the default name "Object" affect results? What about things inside a vendor? Are people able to use a search result teleport link to access a private parcel? When are search results updated? How do I list my land as a rental? Create a classified ad Set land category Set parcel description Questions about searching How do I use the search window? The Second Life search window has four top-level sections: Events - Displays events that are currently in progress. You may teleport directly to the events or click through for more information. Destination Guide - The guide lists inworld locations hand-picked by Linden Lab and sorted into a wide variety of categories. See What is the Second Life Destination Guide? for more information. Land & Rentals - Lists prominent real estate offerings. Classifieds - Shows top classified ads. This section is always visible at the bottom of the search window home screen, no matter what other tab you have selected. See Classifieds FAQ for more information on classified ads. Once you enter a search term and press Enter or Search, you may filter your search results using the tabs on the left side of the window: Everything Classifieds Events Destination Guide Groups Land & Rentals People Places Check a Maturity rating to filter results to GENERAL, MODERATE, or ADULT content. What is the difference between the Everything tab and the other tabs? The Everything tab combines results from multiple collections to bring you relevant results from a variety of sources. The other tabs restrict your query to that single collection only. Why doesn't the Everything tab show what I searched for? Everything search finds items listed in People, Places, and Groups, depending on relevance. When searching for people in Everything, you must enter their full names. If you do not know the full name, use thePeople category. Note: A Resident's full info appears in search results only if he or she has checked Show me in Search results in Me > Preferences > Privacy. Is search functionality available on the web? Search results are available to the public; anyone with a Web browser can view results athttp://search.secondlife.com/. External search engines such as Yahoo, Bing, and Google may also pick up the search results, although we're not explicitly asking search engines to crawl them at this time. It's important to remember that this information is not tied to your real life identity and is the same information anyone can access with a free Second Life account. What about search in Viewer 1.23? Viewer 1.23's search feature still mostly works, but All and Group searches no longer work in Viewer 1.23. Why don't I see the item I'm looking for? Results on the Everything tab are ranked differently than on the other tabs, so the results are shown in a different order. It may be that the item you are looking for is ranked either higher or lower than on other tabs. Why am I getting an error that some search terms have been removed from my query? There are content restrictions that affect search results in all of Search. Certain words are not allowed in search, or are only allowed if you are an adult at least 18 years old and have set your preferences to see adult content. Why isn't my last search showing? Your last search is shown if you reopen the search window within 15 minutes of running your query. Otherwise the search home page is shown. What's included in the Everything tab of the Search window? Places People Groups Note: Classifieds are shown in a separate column in search results on the right. How can I search classified ads only? To search only classified ads, choose Classifieds from the dropdown menu next to the search field. Search results are listed in descending order of the price the Resident paid for the ad. How do I sort search results alphabetically? On most tabs, you can filter search results by choosing a sorting method from the Sort by dropdown menu. You may not sort Land & Rentals or Everything in this way. Can I use Boolean operators or other advanced search techniques? No, you cannot use Boolean operators when searching Second Life. Can I filter search results by maturity rating? To filter search results by maturity rating, check the boxes for General, Moderate, and Adult in the Search window; for more information, see Maturity Ratings and search. To view Adult search results, you must be at least 18 years old. Do searches match partial words? No. However, you can use an asterisk * as a wildcard character for searches on the People tab. For example, a search for Jer* Lin* returns "Jeremy Linden" and any other matching results. Privacy concerns You can specify what's included in search. For the initial population of the search, we made some assumptions for the default settings of each type of result (explained below). You can change the default after it has been set, although it may take one to two days before changes are reflected in the search results. Due to the nature of search indexing, we cannot make any guarantees about when changes will appear. Be aware that search results are available to the public; anyone with a web browser can view them from the proper search page. External search engines like Yahoo and Google may also pick up search results, but we are not explicitly asking search engines to crawl them at this time. It is important to remember that Linden Lab does not tie this information to your real life identity. However, if you provide real life information in any of the content types indexed by All search, it could be viewed by people via the Web as well as by anyone with a free Second Life account. Land parcels Warning: There is a L$30 per week fee to show your parcel in search. Parcels must be at least 128 square meters in order to appear in the All Results or Places search. Do not spend L$30 to list parcels smaller than 128 square meters, since they won't be listed! By default, land parcels do not appear in search results. To make a parcel appear in search results: Right click on the parcel and select About Land or choose World > Place Profile >About Land. Select the Options tab. Check Show Place in Search. Select a Category from the drop-down list. Groups If you are an officer or owner of a group, you can make the group visible in search results. Under My Groups / General, select the Show in search check box. Groups with fewer than two active members (that is, members who have logged into Second Life in the past 6 months) do not appear in search results. Profiles All Resident profiles are included in search by default. You can limit the amount of information others can search in your profile by unchecking the Show me in Search results check box in the PREFERENCES window, under the Privacy tab. When you do this, search results show only: Your avatar's name Your avatar's portrait You profile's maturity level, based on the maturity level of its content Objects The Show in Search option for an object is unchecked by default. To make an object visible in search: Right click on the object and select Edit. Click the General tab. Check Show in Search. What happens when I transfer an object set to show in search? Objects for sale and set to show in Search default back to the Show in search option unchecked for the purchaser of the object. Objects set to show in Search that are transferred to another Resident keep the Show in search option checked. The new object owner can uncheck this option. Note: For an object to be visible in Search, it must be on a parcel of land that has Show Place in Search checked. Events All events are automatically included in search in the Events tab. You can search on any information within the event details. Events also appear in search results on the Everything tab but have a reduced ranking; for the best results, use the Events tab. For more information on events, see Inworld events. Questions about creating search listings Why is my listing lower than it should be? The new search engine determines relevance of items differently than the old system. In comparison tests, Residents indicate that the new search engine results are more relevant three out of four times. If your listing is lower than you expect, make sure that your description is human-readable: avoid keyword stuffing. Refer to the Guidelines for creating search listings for more tips on how to affect your search ranking. Why isn't my listing shown? There are several reasons your listing may not be showing up: It may take up to six hours for new items to show in search. The "Everything" tab is a much stricter search than the other tabs; otherwise there would be too many results. When looking for Residents or places on the "Everything" tab, try searching for the full name. If your listing isn't shown in the expected category, verify that the Show in Search check box has been checked. Parcels for sale or rent show only if they are at least 512m2 in size. Why isn't my event or Destination Guide listing on the home page? The Events and Destination Guide listings on the home page only appear if they are currently active. Why are search results so different with newer Viewer versions? Viewer 1.x search looks only for the exact words you typed into the search field and returns results that contain all of those exact words. Searches using the current Second Life Viewer attempt to find matches using possible suffixes (-ing, -ed, -s) and other factors to determine the relevance of results before returning them to you in order of relevance. What do I do if I can’t find my parcel or region when I search for it? Please be aware that if you've created a new parcel or recently purchased one, it can take 2 days for it to appear in Search. Also, if you have split your parcel and it is less than 128 m2, it will not show in results. If you've changed the title or description of your parcel, you may need to wait up to two days for the change to be reflected in search rankings. Why can’t I find Events in "Everything"? Events receive a lower search ranking when shown in the Everything tab. Why do you hate me, my store, my parcel, my friend? We are not, in any way, punishing individual stores, listings, or residents in Search, and we have no plans to do so. The search system treats classes of content in the same way. For example, the maturity ratings system flags some content, but it flags all listings using the same criteria. Are objects on "private land" that are set for sale included in search? If your parcel is set not to show in Search, your objects will not be listed, even if they are set to show in Search. If your parcel is set to show in Search, your for-sale objects are listed on your parcel page and do affect your search ranking. Do objects with the default name "Object" affect results? The search system ignores all objects with the default name of "Object." What about things inside a vendor? Vendor kiosks must be explicitly set to Show in Search, the same as any other object to be included in search. From the server's perspective, a vendor is just a scripted object — it doesn't really know that the object is selling something. Likewise, it is not possible to search inside the vendor, although you could use the name and/or description of the vendor object to list keywords describing what's inside it. Are people able to use a search result teleport link to access a private parcel? Only if the private parcel owner has given them access. If the owner has enabled Show Place in Search, the parcel search results page shows links to the parcel and to the objects on the parcel. The object links allow people to find things on any parcel more easily, but the links do not circumvent privacy settings. When are search results updated? The pages on world.secondlife.com update within two hours of changes. Results shown in the Viewer update in less than 8 hours. How do I list my land as a rental? You have three options to list a land rental that appears in search: Classified ad Set land category in About Land window Set the parcel description In addition, if you are an estate owner listing a rental on a private estate, you need to set the parcel for sale. We recommend that you set the price as the weekly rental price and disclose any other setup fees or deposits in the description. Warning: Do not set your parcel for sale if you are on the mainland and you want it to be shown as a rental. Any mainland parcel that is set for sale will show up in the Sale section and can be purchased by another Resident. Create a classified ad Create a classified ad on the parcel in the Land Rental category. Either click "Create a Classified" in the search page or: Choose My Profile > MY PICKS. Click the "+" near the bottom of the panel. Choose New Classified. Then: For Category, select Land Rental. Fill in other information. Click Publish. Set land category In the SL Viewer: Choose World > Place Profile > About Land. Click the OPTIONS tab. Set the Category dropdown to Rental. Be sure Show Place in Search is also checked. Set parcel description Choose World > Place Profile > About Land. Click the GENERAL tab. Use any one of the following phrases (case insensitive) in the parcel's Name or Description: Parcel for Rent Mainland Rental Estate Rental Homestead Rental Land Rental Private Estate Rental

Posting events Finding events Destination Guide Featured Events Community Events page Resident-run websites Following the crowd Hosting events on group-owned land More information See your Second Life Events page for an overview of current and upcoming events in Second Life. For more general information on events, see Events on the Second Life Wiki. Posting events Important: We charge a fee for each event you create. Please see the events page. To post an event: Go to the Events page. Click Submit New Event. Read the rules, comply, and post. If you have a Premium or Premium Plus membership, you can post a repeating event: Set the Repeating dropdown to Weekly or Monthly, and set the Number of repeats dropdown to the desired number. Remember that you will be charged the event creation fee for each repeat of the event. See also our Guide to Large Event Technical Considerations. Finding events Second Life is thriving with all kinds of vibrant events! Here are tips on how to find the ones that interest you. Destination Guide featured events The Destination Guide showcases an ever-growing collection of amazing Second Life places, both submitted by Residents and hand-picked by the editorial team. Major events with broad appeal get a category of their own, Featured Events — a quick, convenient way to get some highlights. More: Destination Guide FAQ. Destination Guide Featured Events. You can also browse the Destination Guide from the Viewer's FIND window: In the search bar (upper-right), click the magnifying glass. Click the Destination Guide tab. Click View All Destinations. Use the dropdown menu under Category to view Featured Events and more. You can also filter your results by typing keywords in the Search field. Community Events page The Community Events page is the general events listing. As expected, it tends to be crowded, but try it and see if you discover something of interest. There's also a searchable alternate view. Like the Destination Guide, the general events listing can also be browsed in the Viewer's FIND window, under the Events tab. Resident-run websites Many Resident-owned blogs cater to specific community groups and niche interests. For example, fashion blogs report on events organized by participating stores. If there are certain creators you appreciate, check to see if they have a news feed listing upcoming events. Here are some specific examples: Chestnau Rau's Choices on New World Notes ProfileSLive.com's Second Life Events Calendar Virtual World Trivia Following the crowd A mass of green dots on the World Map window means many avatars are in one spot. Often, this means there's a hot event going on — it could be a formal happening or a spontaneous gathering of friends — and you can easily find out by double-clicking the map location to teleport. Hosting events on group-owned land To host an event on group-owned land, you must have the "event host" role in the group. You can also add this ability to an existing group role. To create an "event host" role, follow these steps: Select Communicate > My Groups. Mouse over your group name, and then click Group Profile to display details for the group. Expand the Roles section. Click the Roles tab. Click New Role to create a new role, as shown at right. 6. Enter A Role Name A Role Title (for example, "Event host") A Description (optional) 7. Under Allowed Abilities, select the Allow 'Event Hosting' on group land checkbox. 8. Click Save. Allowing others to post events for your estate Estate owners are allowed to post events on their estate by default if the estate is visible. If you would like other Residents to have the same ability, simply add them to your Allowed list in the Estate tab of the Region/Estate window. More information For more information on groups, see: Joining and participating in groups Creating, managing, moderating, and disbanding groups Group-owned land

If you are experiencing issues with Second Life, you can check to see if there is a known problem with the Second Life grid. Go to http://status.secondlifegrid.net/ for the latest updates on outages and other known problems. This page also shows the calendar of planned server rolling restarts. You can also subscribe to the SL status RSS feed or follow SLGridStatus on Twitter.

Transactions between Residents How can I protect myself when transacting with other Residents? Transactions between Residents Residents sometimes seek help with questions such as the following: I rented a land parcel from another Resident and they are taking it back from me, even though I paid the fees or rent. Another Resident is not upholding their agreement regarding real estate, group management, performance of services, or division of revenue. I paid for something, but didn't receive it as promised. I provided something, but the buyer didn't pay for it as promised. However, per the Second Life Terms of Service, Linden Lab is a service provider and is not responsible or liable for the Content, conduct, or services of users or third parties. Linden Lab cannot verify, enforce, certify, examine, uphold, or adjudicate any oath, contract, deal, bargain, or agreement made by the Residents of Second Life. Nor does Linden Lab enforce or uphold rental agreements between Residents. While you may have a valid agreement with another person, Linden Lab is not a party to and cannot resolve your dispute. Please contact the Resident involved and resolve the issue with them. If you'd like to read more about agreements with other Residents in Second Life, please see the Enforcement section of the Second Life Community Standards for specific information about third party transactions and interactions within the Second Life service. How can I protect myself when transacting with other Residents? Because Residents have a tremendous amount of control and freedom in how they set up businesses and services in Second Life, it's important to take step to be careful in transactions with other Residents. Most Residents aren't out to cheat anyone, but it's not uncommon that someone might not answer messages immediately, or for a vendor object to fail to deliver an item promptly. That said, there are some steps that any Resident can take to help avoid losing Linden dollars on transactions with other Residents: Whenever possible, try to do a little research before a large purchase. Read Marketplace reviews, talk to other tenants on a private region that has an available rental, or chat on the Forums with people who have had experiences with the purchases you're interested in. Don't spend more L$ or USD than you're comfortable losing if something goes wrong. Most Residents are honest! But real life can interfere and cause problems -- if someone has to cancel a private region due to a sudden medical emergency, you may not be able to get the six months of advanced rent you've paid back. If it's an option, consider paying on a month-to-month or weekly basis, and avoid paying too far in advance. If you're hiring someone for a service, consider paying only part of the fee in advance and the rest on delivery. This helps protect you, so if the service provider isn't able to deliver, you haven't lost the full amount. It also helps protect the service provider, who receives at least partial payment for their work even if the agreement falls through. For services like photography, modeling, event planning, or landscaping, it's an especially good idea to talk to people who've worked with your provider in the past, if you can. References go a long way to helping both parties feel comfortable with the agreement. Try to be prepared for a deal to fall through. If you've hired someone for an event that absolutely has to happen, try to have a backup provider in mind in case your initial provider can't make it or has to cancel. Computers can fail, Internet connections can drop, or general calamity can keep people offline. Leave fair and accurate Marketplace reviews on products you've purchased to help other Residents. If you have a problem with something you've purchased, first try contacting the merchant -- many Second Life merchants have dedicated staff to assist customers with products, and many also have vendor systems that can redelivery purchases if something has happened (such as an item being lost in inventory or failing to arrive). Sending a notecard with details about your problem and the purchase you've made is a great way to help ensure your message is seen (a notecard will arrive even if they receive so many messages that their offline IMs are capped). Although nobody enjoys waiting, it's best to give merchants a few days to get back to you. They might be in a different timezone or have real life responsibilities that prevent them from answering immediately. 48-72 hours is very reasonable, and most merchants respond in a timely fashion.

Translations: Français Deutsch Español Release Notes are a list of the new features and bug fixes added to each new version of Second Life. Second Life consists of the following two distinct pieces of software that work together: • The viewer, which is the program you downloaded from secondlife.com and installed on your hard drive. • The simulator, which runs the 3D simulation that you walk through and experience while in Second Life. Periodically, Linden Lab will upgrade the Viewer and the Server to new versions, but not necessarily at the same time. Because they are released separately, there are distinct Release Notes for each version released (see What do the numbers in a release version mean?) Release Notes for Second Life Release Candidates and Second Life Beta Viewers can be found in the links above. Note: The independent website secondlife.wikia.com also keeps an archive of Release Notes, especially for very old versions. Viewer, Server

Opening a support case Opening a support case for a billing issue Billing support Case history How to report an offline region In other languages: Deutsch Français Español 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 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. Under What type of problem are you having? choose Billing. Then select either: LindeX Limits Review Request Real World Payment Method Issues Refund: Non-Linden$ Fill in information describing your issue in the form fields then click Submit. Premium accounts If you have a Premium membership, Premium Plus membership, 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, Premium Plus and Concierge accounts are also eligible to use live chat support. For additional questions, Premium Plus and Concierge members may view the Support Portal for specific phone support availability; contact information for phone support is available under 'Phone Support' on the right-hand support navigation box. 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. 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: Under What type of problem are you having?, select Land & Region. Under Land & Region, select Report an offline Region. Enter the region's name and any other pertinent information, such as anything unusual observed before the region went offline Click Submit. Linden Lab will address the report as soon as possible.