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

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Has your account has been put on hold? Do you not know why? Wondering what to do next? Read on.
  
Has your account has been put on hold? Do you not know why? Wondering what to do next? This article will help you find the answers to these questions.
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== Why accounts are put on hold ==
 
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==Why was my account put on hold?==
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* '''Someone may have''' [[Linden Lab Official:Email Scam (Phishing) FAQ|'''phished''']] '''or stolen your account.'''
 
* '''Someone may have''' [[Linden Lab Official:Email Scam (Phishing) FAQ|'''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.
 
* '''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.
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* '''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.
* '''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.
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==What are the next steps?==
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=== How to reactivate an account ===
  
# Log in to the [http://www.secondlife.com/support Support Portal]. (If you cannot log into your account, use our Guest Access login.)
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# Visit the [https://support.secondlife.com/create-case/ Open a support case] page on the Second Life website. If you cannot log into the Second Life website due to your held account, you may file a case as a guest by providing your email address.
# Click the '''Submit a Ticket''' link.  
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# Choose '''Reactivate an old Account''' or '''Second Life Web Login Issues''' as the issue type.
# In the '''Ticket Type''' Field, select '''Special Questions -- Basic Account or Guest Login''' from the dropdown list.
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# Fill in the rest of the fields as directed, then click '''Submit'''.
# Select '''My account has been shut off'''.
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# From Disabled Issues, select '''I do not know why my account has been shut off'''.  
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# Fill in the rest of the fields as directed.
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# Copy the Tracking Number for your new ticket.  
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# You'll receive an email containing your ticket information.
 
# You'll receive an email containing your ticket information.
  
==What happens next?==
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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.
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== Submitting an appeal ==
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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.
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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:
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: Attn: Account Reviews: Appeals
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: Linden Lab
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: 945 Battery Street
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: San Francisco, CA 94111
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Or by fax: 415-651-9221
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We also accept appeals filed electronically using the ticket submission process described above.
  
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].
 
[[Category:Miscellaneous]]
 
[[Category:Legal Questions]]
 
[[Category:My Account]]
 
[[Category:General Abuse and Griefing Information]]
 
 
[[Category:Policies]]
 
[[Category:Policies]]
[[Category:Problems or Questions Outside Second Life]]
 
[[Category:I'm having account problems]]
 
[[Category:Security Alerts]]
 
[[Category:Account Questions]]
 
[[Category:Knowledge Base]]
 

Latest revision as of 17:47, 8 February 2012

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Official Linden Lab® Information: You may access and link to this page, but you may not copy, distribute, modify, adapt, or translate any content on this page. This content is subject to the Terms of Service and is not available under the Creative Commons or any other license.

Have a suggestion to improve this page? Contact us.


Has your account has been put on hold? Do you not know why? Wondering what to do next? Read on.

Why accounts are 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.

How to reactivate an account

  1. Visit the Open a support case page on the Second Life website. If you cannot log into the Second Life website due to your held account, you may file a case as a guest by providing your email address.
  2. Choose Reactivate an old Account or Second Life Web Login Issues as the issue type.
  3. Fill in the rest of the fields as directed, then click Submit.
  4. You'll receive an email containing your ticket information.

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.

Submitting an appeal

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:

Attn: Account Reviews: Appeals
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.