Second Life; Locations for Support Information

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Knowledge Base and Solution Finder

We've created an extensive (and frequently updated) set of articles about Second Life. They provide general information about using Second Life as well as specific information you can use when encountering problems. This system also allows some Residents* to contact our support teams. There are three different teams that answer questions about Second Life.

Billing: Our Billing Support team handles issues with outworld currency transactions (Credit Cards, Debit Cards, Paypal).
Inworld: Our Inworld Support team handles issues that affect you while logged into Second Life (L$ transactions, building objects or your avatar).
Outworld: Our Outworld Support team handles issues with your computer accessing Second Life (software crashes, graphics problems, connection issues).
You can log into this system by visiting the login form at the bottom of this page.

Inworld Help:

Visit the Public Help Island in Second Life and grab some notecards or talk to one of the helpful Residents that like to hang out there. The helpers will not have access to your specific account information, but they can point you in the right direction for most inworld support questions, answer many common questions about Second Life, and address questions about issues you may be having inworld.

Abuse Reporting:

You can report abuse inworld under the Help menu > Report Abuse. The abuse system should be used for reports of other Residents not abiding by the Community Standards. To find out more about submitting good abuse reports, please visit our Knowledge Base.

Bug Reporting:

You can report bugs under the Tools menu > Report Bug. Bug Reports should be filed when you encounter a problem that seems to affect more than one account on more than one computer. There are also bugs that affect single accounts and/or computers (inventory issues, software crashes), but we suggest starting with a look at the information in the Knowledge Base. We also have a Known Issues page, and a Public Bug Tracker which allow you to see what issues have been reported and are currently being worked on.

* Support Availability by Account Type

Billing (outworld currency transactions) support is available for all account types. You will be provided with contact information after going through the Solution Finder. (9am-6pm PST Monday-Friday)

Basic Accounts: If you are a Basic account holder, you have access to our in-depth Knowledge Base and Solution Finder. You do not have access to our Inworld or Outworld support teams. However, we're constantly improving our Knowledge Base and Solution Finder to assist Residents who are Basic account holders with resolving your issues independently. There are also a few Special Questions** for which we DO provide Basic account holders with ticket access.

Premium Accounts: If you have a premium account with Second Life, you have the ability to submit a support ticket or engage in a text chat session with our Billing, Inworld and Outworld Support teams through the Solution Finder. Live text chat is available for you from 9am-6pm PST Monday-Friday. Please note that we also offer premium support to Lifetime, Beta, Teen Basic, and Basic accounts with LindeX trading tiers.

Concierge Accounts: If you are a Concierge client (with $125 per month or greater in Land fees, mainland or private estate), you have access to all Basic and Premium services (see above) plus a dedicated support team that can be reached by phone, support ticket, and live text chat from 1am-6pm PST Monday-Friday.

** Special Question Information

There are a few issues that require submitting a ticket to Support in order to resolve. However, we cannot currently offer full ticketing access to Basic account holders who do not yet have accounts. For the following questions, you can log into the support system and Submit a Ticket using the "Special Questions - Basic account" Ticket type.

You should submit a ticket in this way if:

You are getting an error message that states you cannot log in from your location
Your account has been disabled and you need it reactivated
You need to report a region being offline
You are an estate manager and need to request a rollback
When you're logged in as a Basic account holder and choose the "Submit a Ticket" option, you should only use the "Special Questions - Basic account" option in the Ticket Type drop-down menu. All tickets from Basic account holders that use other ticket options will be closed without review.



If you cannot log into your account, use our Guest access:

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