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Keira Linden

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Posts posted by Keira Linden

    Paid for premium, account still basic.

    in Account

    Posted

    4 hours ago, Avalanche Charleville said:

    Hi guys, i paid for premium on sunday 22, i received the mail thanking me for buying premium and the amount is fully paid for with paypal.

    My account still says basic today.

     

    Hi Avalanche,

    I'm sorry you had difficulty upgrading your account.  Upgrading to Premium should be an automatic process that changes the status of your account immediately.  However, sometimes a prim goes astray and the account doen't get upgraded correctly.  My team has your ticket right now, and you'll be contacted shortly about getting everything settled.  Sorry this caused you to lose out on that parcel you had your eye one.  We do currently have quiet a bit of beautiful mainland available, so we are more than happy to help you find the perfect spot to set up your home. :)

    Keira

    • Like 5
    • Thanks 4

    Auction page not populating

    in Land

    Posted

    Hey Deidre!

    We updated the auction system last week, but found a few things about it that still needed tweaking.  We've taken auctions offline for now, but there is furious work going on behind the scenes to get it back up and functioning properly, believe me.   As soon as it's ready to go, we'll let everyone know.  We have an open status blog about it here so please check that post periodically for the latest updates.

    Thanks for your patience while we improve the auction system!

    • Thanks 2

    AUCTION CHANGE ***LINDENS READ****

    in General Discussion

    Posted

    13 hours ago, chibiusa Ling said:

    If you want a suggestion Keira. The option to order by size, cheapest first, most expensive first etc etc would be a good idea instead of everything just thrown together randomly like it is at the moment

    Thanks, chibiusa!  We have some sort options queued up for the next revision so I'll be sure your request is thrown into our discussion mix.

    • Like 2
    • Thanks 2

    AUCTION CHANGE ***LINDENS READ****

    in General Discussion

    Posted

    45 minutes ago, FailedScience said:

    So you have no input on why this change has happened? No answers? What is the reasoning behind forcing us to buy unneeded L$

    Hi FailedScience,

    The changes were made to make a more updated, compliant and expanded auction experience.  Holding funds in escrow helps to prevent bidding for the sake of driving up an auction price as well as ensuring that the winning party has funds available to actually complete the auction.  We have actually had residents bid at auction and then not be able to pay which makes for an unfair experience for those residents who made bids in good faith.   I do understand your argument, but the escrow system will continue to be in place for all auctions going forward. 

    • Like 8
    • Thanks 5

    AUCTION CHANGE ***LINDENS READ****

    in General Discussion

    Posted

    16 hours ago, LittleMe Jewell said:

    @keira linden - Below is from the Knowledge Base about Land Auctions (https://community.secondlife.com/knowledgebase/english/land-auctions-r1475/)
    However, with my Land Use Fees radio button sitting at $0 and my Premium 1024 sqm already being used, I successfully submitted a bit on a 512 sqm plot and it did NOT give me any warning about tier increasing.  The only message I got was the box confirming my bid and tell me it would be deducted from my account now.

    Hi LittleMe!

    Thanks again for bringing that to my attention.  We have a quick fix going out this evening (along with a few other little fixes), but we're also looking into making the messaging more specific in the near future.

    Let me know if you see anything else amiss in there!  =)

    • Like 1

    AUCTION CHANGE ***LINDENS READ****

    in General Discussion

    Posted

    12 minutes ago, Qie Niangao said:

    I would make a few minor tweaks to the auctions listing page, if it were up to me:

    • Default listings per page might be raised to 50 or 100 so the whole list shows... or maybe the whole list of abandoned land auctions by Governor Linden, assuming that will be a category selection; there might be so many resident-to-resident auctions to make the whole list laggy to load -- although that seems unlikely.
    • Default sort order might be End Time. On the other hand, maybe I just always set it that way before, so this may not be as universally desired as I assume.
    • It would be handy to see L$/m². Granted, it's trivial mental arithmetic, but lazy as I am, just having the columns separated by the start and end times is enough to discourage me from calculating the simple division.
    • May be able to lose the Start Time column -- unless future auctions will have variable durations.

    (I'm guessing that the Name field won't always contain the size information particularly for resident-to-resident auctions, so then that Size column will become important. At the moment, though, it's redundant.)

    Thanks for those suggestions, Qie!  We are still in the process of tweaking the new system and already have some tweaks planned (including a few of yours) coming soon.  We'll toss around your suggestions and see if we can make any of them stick. 

    In the meantime, feel free to hit me up with any other tweaks you might feel would make the process better.  I'm sure once we roll out the resident to resident system there will be more tweaks as everyone gets used to that.  The joys of building a new tools! 

    Thanks again!

    • Like 3

    AUCTION CHANGE ***LINDENS READ****

    in General Discussion

    Posted

    13 hours ago, LittleMe Jewell said:

    @keira linden - Below is from the Knowledge Base about Land Auctions (https://community.secondlife.com/knowledgebase/english/land-auctions-r1475/)
    However, with my Land Use Fees radio button sitting at $0 and my Premium 1024 sqm already being used, I successfully submitted a bit on a 512 sqm plot and it did NOT give me any warning about tier increasing.  The only message I got was the box confirming my bid and tell me it would be deducted from my account now.

    image.thumb.png.095f2b33999be53171e12b204013b0d5.png

    Hi LittleMe!

    Thanks for bringing that to my attention.  I'll have a look at the system and get a jira started if needed.  I'll keep you updated on that progress.  =)

    • Like 1
    • Thanks 3

    AUCTION CHANGE ***LINDENS READ****

    in General Discussion

    Posted

    53 minutes ago, Chic Aeon said:

    I had a friend trying to bid on some auction land a few months ago (before the tier changes) but found she was going to have to pay tier on the amount of land she was bidding on even if she didn't win -- so she didn't bid. 

    Hey Chic!

    That is actually not correct.  You only have to pay monthly tier on any land you actually own or group donations you have made.  When you are just bidding, the land is not assigned to you so there is no way the system would know to charge you for a parcel you bid on.  If your friend wants, have them contact me and I would be more than happy to explain that. 

    In regards to Group land, you would need to reclaim the parcel from the group before sending it to auction but it's really important for folks to also drop their group donation before reclaiming.  That's where most of the issues come from with group own land.  If you don't do that first, that's when you get charged the extra tier.  You always want to drop your group donation first before reclaiming any group owned land.  Once you are done moving your group land around, be sure to check the Land/Assets tab of the group and be sure all the group land is covered, otherwise you'll be hearing from a member of my team who can help you get it straightened out.

    I'm always willing to chat about this process, so feel free to hit me up or send people my way. =)

    • Like 4
    • Thanks 5

    "Linden Labs" in an unofficial group name and titles...

    in Everything Else

    Posted

    Thanks for bringing this up, Berksey.  With so many groups already created and being created it's difficult for us to see issues such as this.  The best way to bring it to our attention is with an in world Abuse Report.  Now, I know what most of y'all are gonna say "Those never get looked at!!"  Well I'm here to tell you that is a load of breedable horse droppings, and I am sure there are several residents (who have been contacted by a member of the Governance Team) who would also disagree with you.  Our team of Governance agents work diligently reviewing those ARs and thoroughly investigating all credible reports.   

    Thanks for submitting your report, Berksey!  We'll be looking into that shortly.  =)

    • Like 2
    • Thanks 5

    Can't Leave Learning Island

    in Getting Started

    Posted

    Hi Witch0Queen0Mara7!

    Welcome to Second life!  Sorry you had some difficulty leaving the Learning Island.  We've fixed the issue, so you and all other new residents should not have any further trouble with those portals.

    Hope you have a fun time exploring SL!!

    • Thanks 4

    premium members get double land allotment, tier prices sliced

    in General Discussion Forum

    Posted

    From Grumpity Linden in this thread: 

     

    Alright, problem found. We'll get a fix out shortly, in the meantime we have a supercomplicated workaround... 

    1. load https://secondlife.com/my/account/landfees.php
    2. scroll down and click save changes

    Voila!  We'll update here once the fix is out. 

     

    And yes, this new land allotment has no effect on group bonus. They stack just fine. 

    • Thanks 1
    • Haha 1

    Suddenly Unassociated products

    in Merchants

    Posted

    24 minutes ago, Whirly Fizzle said:

    Hi Keira,

    Should those who filed JIRA issues reporting this problem today be told to file a support ticket too or are their JIRA reports enough?

    Hi Whirly!

    We just recently update the status blog.  https://status.secondlifegrid.net/incidents/nylvk04mplfd  At this time, we are asking everyone to review their listings to ensure they are correct.  If after reviewing all listing settings you find an error, then by all means shoot us a Support ticket so we can investigate those instances further.

    Thanks for your patience everyone! And Happy Holidays to those celebrating at this time of year!

    Keira

    • Like 1
    • Thanks 5

    Suddenly Unassociated products

    in Merchants

    Posted

    28 minutes ago, Arwen Serpente said:

    Dear Support Team/LL,

    Could someone tell us what this bug is? What's causing it? Even though you are working to restore missing items, that's only a band-aid if the core issue has not been fixed. I've been going to the stores of merchants that I frequently buy from - they have missing products (one I bought just yesterday), and I see some merchants are relisting them in an effort to not lose sales.  Should we have confidence that this bug is fixed? Or is it just, wait, watch, report missing, restore...

    Hi Arwen,

    The grid status blog is still open at this time, so we are continuing to work on resolving the issue.  As soon as it has been resolved and passed testing then we will once again update the blog to let everyone know the issue has been fixed.  Until then, if you had objects listed which no longer are please send in that support ticket so we can track that and work with you.  if you heard from others that they have had objects unlisted, please point them to https://status.secondlifegrid.net/ and suggest they submit a support ticket. The best way we have to track issues like this is through our ticketing system, as it allows us to see the scope of the issue while at the same time working with individuals to get to a resolution.

    I know this is particularly painful issue for our Marketplace merchants, and while I can't share any details about the nature of the issue I can assure you there are many Lindens hard at work trying to resolve this as quickly as possible.  The Support Team, in particular, is grateful for the patience the community has shown and we will update the status blog just as soon as possible.

    Thanks,

    Keira

    • Thanks 5

    Suddenly Unassociated products

    in Merchants

    Posted

    4 minutes ago, Deadly Olivier said:

    I just put in a ticket about one of my items disappearing again. They restored it last time but I need it back up. Will they be able to do it by today? Its only one item I need

    Hi Deadly,

    Unfortunately, I'm not able to address individual instances here but our Support Team will definitely get back to you on that ticket just as soon as they can.

    Thanks,

    Keira 

    • Thanks 1

    Suddenly Unassociated products

    in Merchants

    Posted

    Hi folks! 

    Just a reminder:  If you are seeing any Marketplace objects unlisted, be sure to contact our Support team about it.  The best method for a situation such as this is with a Support Ticket listing the objects you believe have been unlisted as well as the last time you saw them listed (if possible).  Our Marketplace Team will look into that for you and can get back to you about the situation as soon as possible.

    Thanks!

    Keira Linden

    Supervisor, Support Operations

    • Thanks 2

    Banned for No Payment?

    in Account

    Posted · Edited by Keira Linden

     

    Hi Yoko,

     

    I’m sorry to hear your friend is having difficulty accessing their account.  I wanted to assure you and the rest of the community that missing a Premium payment will not cause you to immediately lose your ability to log in world.  If you miss a payment, an email is sent to let you know that we had a problem with your account.  

     

    Now, I will tell you that after many years in Concierge Support, I have found this email many, many times in residents’ spam folders so I always tell folks to make sure to check that folder and allow any emails from Linden Lab to bypass the spam folder.  Only after your account has been delinquent for a full 30 days is it placed on hold and you are then not able to log in world, but you can still log into the website.  

     

    Another tip:  If you cannot log in world,check the status blog (usually on your viewer screen, or on https://status.secondlifegrid.net) first and your account on the web second.  If you log in to the website within the first 60 days of missing a payment, you can still pay your balance due there.  After 60 days, however, you will need to contact our wonderful support team to assist you in either paying your balance due or downgrading your account to Basic.

     

    When you sign up for a Premium account, it does let you know that your account will be automatically billed each month/quarter/year (for whichever plan you choose) to the payment method you have on file.  We understand that our methods may not be convenient for all Residents, so I will let you in on a little secret:  We are currently reviewing these methods in an attempt to create a better process for everyone concerned.  Please continue to keep an eye on the blogs, as any changes will be announced there as soon as possible.

     

    As always, our Support Teams are more than happy to answer any questions you might have, so please visit our Support Portal and use the contact method of choice available to you.

     

    Keira Linden

    Supervisor, Support Operations

    • Like 4
    • Thanks 1
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