Difference between revisions of "Linden Lab Official:Why is my account on hold?"

Revision as of 10:00, 14 January 2010

Has your account has been put on hold? Do you not know why? Wondering what to do next? This article helps you find the answers to these questions.

Why was my account put on hold?

Someone may have phished or stolen your account.
One or more of your transactions may involve fraudulent Linden dollars. You should be aware that there are other exchanges for L$ that are not affiliated with Linden Lab in any way. We have no control over these exchanges and are not responsible for their activities.
Delinquent account or Terms of Service violations. Account delinquency or violations of the Terms of Service may also cause cause us to hold your account. To correct this, contact billing or support.

What are the next steps?

Log into the Support Portal. (If you can't log into your account, use our Guest Account login.)
Click the New Ticket Submission link. This takes you to a page explaining the ticket types.
Scroll to the bottom and click Click here to submit a ticket.
On the "Submit a Ticket" page, choose the dropdowns in this order:
- Ticket Type: Special Questions - Basic account or Guest Login
- Basic or Guest Access - only a few ticket types allowed: Account issues
- Basic Account issues: The system says my account is Disabled or Suspended
Fill in the rest of the fields as directed.
Copy the Tracking Number for your new ticket.
You'll receive an email containing your ticket information.

What happens next?

Linden Lab will investigate the events that led to placing your account on hold. Once we have concluded the investigation, we will send you an email explaining our conclusion and explaining the action that will be taken with respect to your account. As a reminder, all transactions involving L$ are subject to Linden Lab's Terms of Service.

My account has been unfairly or incorrectly suspended or permanently closed by Linden Lab — how can I appeal this decision?

Linden Lab takes violations of the Second Life Terms of Service and Community Standards very seriously. The decision to apply a suspension or permanent closure for your Second Life account(s) is reached after investigation of your use of the Second Life software and service. Residents are not allowed to participate in the Second Life virtual world if their accounts have been suspended or disabled for violations of our Terms of Service.

However, if you can maintain in good faith that the violations were not due to your actions or negligence, or the actions or negligence of others working for you, you may appeal the suspension or closure of your account(s) in writing to the address below. Please provide any relevant information that you believe would explain the violations we detected. Linden Lab reserves sole discretion in considering whether to take any action on a written appeal. If you would like to appeal your warning or suspension, you may contact Second Life Support, in writing, at the address below:

Second Life Support, Linden Lab

945 Battery Street

San Francisco, CA 94111

Or by fax: 415-651-9221

We also accept appeals filed electronically using the ticket submission process described above.

Tip: At the time of this writing, responses to electronically filed appeals usually take between 48-72 hours. We cannot guarantee this time frame, but we will do our best to send you a response as soon as we can.

Submitting an appeal electronically

We also accept appeals filed electronically via our Support Portal's ticketing system. If you would like to submit an appeal electronically, visit http://secondlife.com/support and click TICKET SUBMISSION.

Basic or Guest account holders should fill in the dropdown ticket fields as follows:

Ticket Type: Special Questions - Basic account or Guest Login
Basic or Guest Access - only a few ticket types allowed: Account issues
Basic Account issues: The system says my account is Disabled or Suspended
Disabled Issues: I believe my account was disabled for a Governance issue

Premium account holders should fill in the dropdown ticket fields as follows:

Ticket Type: Technical Issue
Technical issue: I can't log in
Crash/Error: Error message: account is disabled or suspended
Disabled Issues: I believe my account was disabled for a Governance issue

@@ Line 10: / Line 10: @@
 * '''Delinquent account or [http://secondlife.com/corporate/tos.php Terms of Service] violations.''' Account delinquency or violations of the Terms of Service may also cause cause us to hold your account. To correct this, contact billing or support.
-==What are the next steps?==
+== What are the next steps? ==
-# Log in to the [http://www.secondlife.com/support Support Portal]. (If you cannot log into your account, use our Guest Access login.)
+# Log into the '''[http://www.secondlife.com/support Support Portal]'''. (If you can't log into your account, use our Guest Account login.)
-# Click the '''Submit a Ticket''' link.
+# Click the '''New Ticket Submission''' link. This takes you to a page explaining the ticket types.
-# In the '''Ticket Type''' Field, select '''Special Questions -- Basic Account or Guest Login''' from the dropdown list.
+# Scroll to the bottom and click '''Click here to submit a ticket'''.
-# Select '''My account has been shut off'''.
+# On the "Submit a Ticket" page, choose the dropdowns in this order:
-# From Disabled Issues, select '''I do not know why my account has been shut off'''.
+#* '''Ticket Type: Special Questions - Basic account or Guest Login'''
-# Fill in the rest of the fields as directed.
+#* '''Basic or Guest Access - only a few ticket types allowed: Account issues'''
-# Copy the Tracking Number for your new ticket.
+#* '''Basic Account issues: The system says my account is Disabled or Suspended'''
+# Fill in the rest of the fields as directed.
+# Copy the Tracking Number for your new ticket.
 # You'll receive an email containing your ticket information.
-==What happens next?==
+== What happens next? ==
-Linden Lab will investigate the transaction that led to placing your account on hold. Once we have concluded the investigation, we will send you an email explaining our conclusion and explaining the action that will be taken with respect to your account. As a reminder, all transactions involving L$ are subject to Linden Lab's [http://secondlife.com/corporate/tos.php Terms of Service].
+Linden Lab will investigate the events that led to placing your account on hold. Once we have concluded the investigation, we will send you an email explaining our conclusion and explaining the action that will be taken with respect to your account. As a reminder, all transactions involving L$ are subject to Linden Lab's [http://secondlife.com/corporate/tos.php Terms of Service].
 == My account has been unfairly or incorrectly suspended or permanently closed by Linden Lab — how can I appeal this decision? ==
-Linden Lab takes violations of the Second Life Terms of Service and Community Standards very seriously. The decision to apply a suspension or permanent closure for your Second Life account(s) is reached after investigation of your use of the Second Life software and service. Residents are not allowed to participate in the Second Life virtual world if their accounts have been suspended or disabled for violations of our Terms of Service. However, if you can maintain in good faith that the violations were not due to your actions or negligence, or the actions or negligence of others working for you, you may appeal the suspension or closure of your account(s) in writing to the address below. Please provide any relevant information that you believe would explain the violations we detected. Linden Lab reserves sole discretion in considering whether to take any action on a written appeal. If you would like to appeal your warning or suspension, you may contact Second Life Support, in writing, at the address below:
+Linden Lab takes violations of the Second Life Terms of Service and Community Standards very seriously. The decision to apply a suspension or permanent closure for your Second Life account(s) is reached after investigation of your use of the Second Life software and service. Residents are not allowed to participate in the Second Life virtual world if their accounts have been suspended or disabled for violations of our Terms of Service.
+However, if you can maintain in good faith that the violations were not due to your actions or negligence, or the actions or negligence of others working for you, you may appeal the suspension or closure of your account(s) in writing to the address below. Please provide any relevant information that you believe would explain the violations we detected. Linden Lab reserves sole discretion in considering whether to take any action on a written appeal. If you would like to appeal your warning or suspension, you may contact Second Life Support, in writing, at the address below:
 : Second Life Support, Linden Lab
@@ Line 33: / Line 38: @@
 Or by fax: 415-651-9221
+We also accept appeals filed electronically using the ticket submission process described above.
+{{KBtip| At the time of this writing, responses to electronically filed appeals usually take between 48-72 hours. We cannot guarantee this time frame, but we will do our best to send you a response as soon as we can.}}
 === Submitting an appeal electronically ===
@@ Line 50: / Line 59: @@
 * '''Crash/Error''': Error message: account is disabled or suspended
 * '''Disabled Issues''': I believe my account was disabled for a Governance issue
-{{KBtip| At the time of this writing, responses to electronically filed appeals usually take between 48-72 hours. We cannot guarantee this time frame, but we will do our best to send you a response as soon as we can.}}
 [[Category:Abuse and Griefing]]