Difference between revisions of "KB2/Billing"

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* http://wiki.secondlife.com/wiki/How_can_I_view/change_my_account/billing_information
{{KB2}}
* http://wiki.secondlife.com/wiki/Linden_Lab_Official:Contacting_Linden_Lab_Billing
== How can I view or change my account/billing information ==
* http://wiki.secondlife.com/wiki/Linden_Lab_Official:Do_I_need_a_credit_card_or_Paypal%3F_What_if_I_don%27t_have_one%3F
{{:How can I view/change my account/billing information}}
* http://wiki.secondlife.com/wiki/Linden_Lab_Official:Second_Life_Billing_Policies
* http://wiki.secondlife.com/wiki/Linden_Lab_Official:Credit_Card_Failure
* http://wiki.secondlife.com/wiki/Linden_Lab_Official:Preventing_common_billing_problems
* http://wiki.secondlife.com/wiki/Linden_Lab_Official:Paying_for_Private_Regions_and_special_Paypal_issues
* http://wiki.secondlife.com/wiki/Linden_Lab_Official:Did_you_make_a_mistake_when_you_billed_me_for_my_Mainland_land_holdings%3F
 
== How can I view/change my account/billing information ==
To view your account information, choose Account > Account Summary to view the [https://secondlife.com/my/account/ Second Life Account Summary] page.
 
Choose Account > Update Billing Info to view the [https://secondlife.com//my/account/billing.php Billing Info] page.  This page also enables you to update and delete billing information.
 
== Contacting Linden Lab Billing ==
If you have a non-technical issue with your account related to billing concerns, you can call the Linden Lab Billing team at the following toll-free numbers:
 
* US/Canada: 800-294-1067
* France: 0805-101-490
* Germany: 0800-664-5510
* Japan: 0066-33-132-830
* Portugal: 800-814-450
* Spain: 800-300-560
* UK: 0800-048-4646
 
Long distance (not free): 703-286-6277
 
The Billing team is available twenty-four hours a day, seven days a week.


== Do I need a credit card or paypal in order to use Second Life? ==
== Do I need a credit card or paypal in order to use Second Life? ==
If you sign up for a Basic account, no payment method is required. You may select the Basic membership at no cost, which will give you full access to Second Life with no membership fees.
{{:Linden Lab Official:Do I need a credit card or Paypal? What if I don't have one?}}


Without a credit card or a verified Paypal account, however, it's not possible to register or pay for a [http://secondlife.com/whatis/plans.php Premium level account], [http://secondlife.com/whatis/economy-market.php nor buy/sell Linden Dollars]. L$ purchases, membership fees, land use fees and use of the LindeX exchange all require a payment method on file.
== Second Life billing policies ==
{{:Linden Lab Official:Second Life Billing Policies}}


Additional Basic accounts (beyond a first account at any payment level) may be subject to a US$9.95 setup fee.
== Paying for private Regions and special Paypal issues ==
{{:Linden Lab Official:Paying for Private Regions and special Paypal issues}}


== Second Life billing policies ==
== How we bill mainland holdings ==
[http://secondlife.com/corporate/billing.php Click here to view the Second Life Billing Policies], which are also linked to from our [http://secondlife.com/corporate/tos.php Terms of Service].
{{:Linden Lab Official:Did you make a mistake when you billed me for my Mainland land holdings?}}


== Credit card failure ==
== Credit card failure ==
My credit card failed, but I know it's good. What happened?
{{:Linden Lab Official:Credit Card Failure}}
 
The most common reasons for credit card failure are usually from one of these things:
 
* The credit card number was entered incorrectly.
* The billing address wasn't entered, or was entered incorrectly. It should be the same address on your bill.
* The name on the card was not entered, or wasn't entered as it's printed on the card.
* The credit card isn't in the list of accepted payment methods (we currently accept Visa, MasterCard, American Express, JCB, Discover, or PayPal)
* The CVV (3 digits on the back or 4 digits on the front for AmEx) wasn't entered, or was entered incorrectly.
* The card is expired, or the expiration date was entered incorrectly.
* There are no funds available on the credit card to validate it. We send a US$1.00 authorization to ensure that a credit card is valid. While this isn't a billing, the card must have at least US$1.00 available on it to pass validation.
* Your monthly payment limit is reached, and/or your bank isn't authorizing any more transactions.
* The issuing bank hasn't pre-approved transactions with Linden Research, Inc. You should be able to get these approved by contacting the issuing bank.
* If you're outside the US, your card may not be set up for international/overseas transactions (very common with Visa Electron).
If you feel that none of these apply to you, you should contact your credit card provider to determine the cause.
 
You can also call our Billing team directly; to find out how, read the following Knowledge Base article: [http://d3.parature.com/ics/support/default.asp?deptID=4417&task=knowledge&questionID=6500 Contacting Linden Lab Billing].
 
Please remember that we're here to help you.
 
* Did something get charged that shouldn't have? We'll try to help you sort that out.
* Did your account get put on hold? We've probably taken action to protect you and your money from fraud. Talk it over with us and we'll do what we can.


== Preventing common billing problems ==
== Preventing common billing problems ==
'''Q:''' I've experienced problems making payments in the past. Do you have any advice on how to prevent them again in the future?
{{:Linden Lab Official:Preventing common billing problems}}


'''A:''' Yes we do! There are several reasons that purchases and payments can fail. Some of them can be prevented, while others need to be looked at more closely by a Billing Support representative. What follows are some causes for the most common preventable failures, and some steps you can take to ensure that your transactions with Linden Lab will be successful. To lessen your chances of hitting these roadblocks, take a look at these lists before making purchases and payments.
== Contacting Linden Lab Billing ==
 
{{:Linden Lab Official:Contacting Linden Lab Billing}}
===In general===
 
Make sure that you have payment information on file when attempting to make a purchase. Transactions with Linden Lab require you to specify a form of payment that you authorize us to charge when you make purchases or payments.
 
===Credit cards===
 
* Be aware of your card's expiration date. At the beginning of each month, we often see a lot of transactions that don't go through due to expired cards that weren't updated.
* Occasionally, financial institutions such as banks and credit card companies will prevent you from making transactions with certain online companies. While this is rare, it's probably best to contact your bank and authorize transactions with Linden Lab.
 
===PayPal===
 
* Perhaps the most common issue we see with PayPal is that the initial agreement can't be set up due to an unverified PayPal account. In order for you to use PayPal with Linden Lab, your PayPal account must be verified with a bank account.
* Check your funding sources! You may use a secondary funding source if you want, and we encourage you to do so. If you choose not to use a secondary funding source, make sure to keep your PayPal balance updated in order to avoid complications.
* Be aware of your monthly limits. By default, your monthly spending limit with PayPal is set to USD $250.00. You can easily raise or lower that limit; for more information see [[Linden Lab Official:My Paypal is ok, but it's still failing. Could it be your Monthly Maximum limit|My Paypal is ok, but it's still failing. Could it be your Monthly Maximum limit?]]
 
===Need more help?===
 
Remember, you can always [http://secondlife.com/support use the Support Portal to call the Billing team] with any questions or concerns.
 
== Paying for private regions and special Paypal issues ==
The Private Region (island) setup fee will first bill against any US$ credit in your account and then the payment source in your account (Paypal or Credit Card). If you use Paypal, you may need to adjust your monthly billing allowance with Paypal to allow the order to go through. [[Linden Lab Official:My Paypal is ok, but it's still failing. Could it be your Monthly Maximum limit|This Knowledge Base article]] explains how to do this on Paypal's website. If you use a credit card, you may need to notify your credit card provider of the upcoming purchase. You can also pay for Private Regions by wire transfer. See [[Linden Lab Official:Information on wire transfers|this Knowledge Base article on wire transfers]] for details.
 
== How we bill mainland holdings ==
On the Mainland, we bill based on peak usage for the prior 30 days; your land's billing is based on the date the land was acquired, and the amount of land held in the prior 30 day period.
 
Our [http://secondlife.com/whatis/landpricing.php Land Pricing page] states this as:
 
<blockquote dir="ltr" style="margin-right: 0px">
 
The Land Use Fee is a monthly charge for the peak amount of land held during the previous 30 days, including actual parcels held and land tier donated to groups.
 
</blockquote>
 
Once the peak usage has been billed, your peak usage is reset to the current amount of land you own or have donated to a group. All land owned or donated during the prior 30 days is counted, no matter the amount of time it was held.
 
Account fees, which are separate from mainland billing, are based on the user's sign up date and are paid in advance.
 
[[Category:Knowledge_Base_2]]

Latest revision as of 11:27, 4 November 2010


How can I view or change my account/billing information

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Do I need a credit card or paypal in order to use Second Life?

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Second Life billing policies

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Paying for private Regions and special Paypal issues

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How we bill mainland holdings

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Credit card failure

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Preventing common billing problems

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Contacting Linden Lab Billing

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