Difference between revisions of "Linden Lab Official:Local Payments FAQ"

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== General questions ==
 
=== Why did my payment method choices change? ===
We have recently launched new payment methods for Residents outside the US; US Resident payment options have not changed. The new system offers a wider variety of payment methods and currencies, and provides the convenience of being charged for purchases in your preferred local currency. 
 
For more information on payment methods offered, see [[#What_payment_methods_are_available.3F|What payment methods are available?]]
 
=== How do I access the new local payments system? ===
If your country of registration and IP are from outside the US, you will be directed into the new system automatically; Residents from the US will continue to use our existing system.
 
{{IB Launch Caveat{{#var:lang}}}}
 
=== What payment methods are available? ===
 
Residents in the US will continue to have the same payment methods available as they have had historically.
For Residents outside the US, the local payments system provides the following payment methods:
 
{| cellpadding=10 width=800
|--
|valign=top| '''Credit cards''':
* VISA
* MasterCard
* Diners
* JCB
 
'''Debit cards''':
* Maestro (Switch)
* Visa Electron
* Solo
* Laser
* Pre-paid Italian cards
 
|valign=top| '''Online bank transfers''':
* POLi <sup>[[#poli-note|*]]</sup>
* Online Instant Banking
* Sofortuberweisung
* iDeal
* P24 (Prezelawy)
* e-Konto
* Abaqoos
* Swedbank
 
|valign=top| '''eWallets''':
* Click & Buy
* eWire
* Moneta
* Electronic Check (InstaDebit)
* Moneybookers
 
'''Other''':
* Citadel (eCheck)
* Ukash (prepaid card)
|--
|valign=top colspan=3|
<span id="poli-note"><sup>*</sup>POLi currently works only if you are using Windows XP/SP2, Vista, Windows Server 2003, or Windows Server 2008.</span>
 
|}
 
Not all of these methods are available in all countries.  American Express is not available as a payment method for new Residents outside of the US. 
 
{{KBnote|Residents outside the US that already have billing relationships with Linden Lab using PayPal will continue to be able to use that payment method.  For Residents outside the US that wish to change their payment method and begin using the local payments system, or that are creating new accounts, PayPal is temporarily unavailable as a payment method, but we are working to enable it. All Residents will continue to be able to cash out using PayPal.}}
 
=== What currencies can I use to pay for my purchases? ===
 
You can use any of:
* US Dollars (US$)
* British Pounds (&pound;)
* Canadian Dollars (CAD)
* Danish Krone (DKK)
* Euros (&euro;)
* Japanese Yen (&yen;)
* Swedish Krone (SEK)
 
You can select any of these currencies during your purchase, after you have selected your desired product(s) and amount(s).
 
=== How can I manage my billing information? ===
Choose '''Account > Update Billing Info''' to view the [http://secondlife.com/my/account/billing.php Update Billing Info] page when you can delete stored payment methods and associate stored methods with different product types.
 
=== Why is my purchase priced in US dollars when I’m going to use a different currency to pay for it? ===
In phase one of local payments, all products are priced in US dollars initially. When you proceed to complete your purchase, and if you select a payment method that allows it, you will be able to choose a different currency. The exchange rate and total local currency amount will be shown at that time.
 
=== How can I update my country of registration? ===
 
If you need to change your country of registration, please contact billing support.
 
=== How do I contact support regarding my local payment? ===
 
Customer support phone number (All Countries): +44 2033620268
 
Toll-Free Support Number for UK, Germany, France, Japan, Spain, Brazil, and Portugal: +0080071237123
 
'''Email''': support@payments.secondlife.com
 
== Storing payment methods ==
 
=== How do I store a new payment method? ===
For security reasons, payment information can only be stored or changed when a payment is being processed. If you would like to change any stored payment information or store a new payment method, you can do so when making a purchase by choosing to pay with a new payment method, entering the new information, and choosing to store that method for future use.
 
=== Can I store multiple payment methods? ===
Yes. More than one payment method can be stored, including multiple methods of the same type, such as two Visa credit cards.
 
=== Why can’t I change my stored payment information? ===
For security reasons, payment information can only be stored or changed when a payment is being processed. If you would like to change any stored payment information or store a new payment method, you can do so when making a purchase by choosing to pay with a new payment method, entering the new information, and choosing to store that method for future use.
 
== Associating payment methods ==
 
=== Can I store a payment method for future use? ===
Yes: When making a purchase, if the payment method you have selected supports it, check the '''Save the account details on file for quick checkout in the future''' checkbox.  This causes the method to appear on your [http://secondlife.com/account/billing.php Update Billing Info] page, and the payment method will be available for you to choose for future purchases.
 
For recurring payments, you will be prompted to agree to the Terms and Conditions for recurring billing at the same time.
 
=== How do I associate a payment method with a product type? ===
 
When you purchase premium membership or land, the payment method you select becomes automatically associated with that product, so it will be automatically used to pay for it subsequently.  Likewise, when you buy Linden dollars in the Viewer, the recurring payment method you choose is automatically associated for future purchases of Linden dollars in the Viewer.
 
For other products, to associate a stored payment method with a product type, choose '''Account > Update Billing Info''' to view the [http://secondlife.com/my/account/billing.php Update Billing Info] page.  Next to any product type, click '''Choose Payment Method'''. Select the stored method you want to use and click '''Continue'''.
 
If the product type is recurring, you can only associate payment methods with it that were stored while purchasing a recurring product.
 
If you don’t see the stored payment method you want to use, follow these steps:
 
# Choose '''Account > Update Billing Info''' to view the [http://secondlife.com/my/account/billing.php Update Billing Info] page.
# Dissociate all payment methods with the recurring product type by either:
#* Selecting the '''Payment Methods''' tab and then deleting the associated payment method.
#* Selecting the '''Products''' tab, clicking '''Change''' next to the product, and choosing a different stored payment method for the product type.
# Wait until your next bill for that product type comes due; the payment amount will generate a balance due on your account.
# Return to [http://www.secondlife.com/my/account/billing.php Update Billing Info], where a link will be present that allows you to pay the balance due.
# Click on the displayed link.
# Enter the payment information you want to use.
 
{{KBcaution|Associating a payment method with a recurring product type will cause all recurring payments from your account to be processed with that payment method.  Buying Linden dollars in the Second Life Viewer also requires a recurring payment method (even though it is a one-time purchase) which may be different than your other recurring payment method.|width=90%}}
 
== Recurring charges ==
 
=== Why was I billed a different amount for my recurring product than I was expecting? ===
If your payment was processed in a currency other than USD, it will vary with the USD exchange rate at the time each payment is submitted. To verify that the correct USD amount was charged, visit your [http://.secondlife.com/my/account/history.php Account History] page.
 
In addition, if multiple recurring payments happen on the same day, all payments will be combined and processed as one single payment.
 
Also, if you have a balance due or a credit balance on your account when a recurring payment is processed, the amount will be added to or subtracted from the total, depending on whether you have a debit or a credit balance.
 
=== How can I change the currency being used for a recurring charge? ===
By default, all existing recurring payments that were migrated to the new system will process in USD.
 
All new recurring payments will process in the currency selected during payment. To change the currency being used for recurring payments:
 
# Choose '''Account > Update Billing Info''' to view the [http://secondlife.com/my/account/billing.php Update Billing Info] page.
# Dissociate all payment methods with the recurring product by either:
#* Selecting the '''Payment Methods''' tab and then deleting the associated payment method.
#* Selecting the '''Products''' tab, clicking '''Change''' next to the product, and choosing a different stored payment method for the product type
# Wait until your next bill for that product type comes due; the payment amount will generate a balance due on your account.
# Return to [http://secondlife.com/my/account/billing.php? Update Billing Info], where a link will be present to allow you to pay the balance due.
# Click on the displayed link.
# Choose to use a new method.
# Enter your payment information and select the currency you would like to use.
 
This new information will be stored and automatically associated with all recurring product types that were not associated with a payment method when the first payment came due.
 
=== Why can't I associate a particular stored payment method with a recurring product type? ===
 
Only methods that were stored while purchasing a recurring product can be associated with other recurring products. To associate a recurring product type with a method that was not stored this way, un-associate all payment methods with the recurring product type.
 
# Wait until your next bill for that product type comes due; the payment amount will generate a balance due on your account.
# Choose '''Account > Update Billing Info''' to view the [http://secondlife.com/my/account/billing.php Update Billing Info] page.
# A link will be present to allow you to pay the balance due; Click on this link and enter the payment information you want use.
 
This new information will be stored and automatically associated with all recurring product types that were not associated with a payment method when the first payment came due.
 
{{KBnote|You can have one recurring payment method associated with land fees and premium membership; and another recurring payment method associated with buying Linden dollars in the Second Life Viewer.}}
 
== Processing US dollar credits ==
 
=== Why can’t I process my US dollar credit in my local currency? ===
Currently, we only allow US dollar credits to be processed in US dollars. We are working on offering more currency options in future phases.
 
=== Why can’t I use my stored payment method to process a USD credit? ===
Currently, USD credits are processed via PayPal or wire transfer.  If the amount is:
 
* Over USD $10,000, you can use PayPal or wire transfer.
* Under USD $10,000, you must use PayPal.
 
For more information, see [[Linden Lab Official:Instructions for setting up Process Credit payments through wire transfer|Instructions for setting up Process Credit payments through wire transfer]].
 
== Using Account history ==
 
=== How can I view the payment method, local currency used, and status of my payment? ===
Choose '''Account > Account History''' to view your [http://secondlife.com/my/account/history.php Account History] page where you can see the method used, local currency, USD amount charged, and status for your payments.
 
=== What does the confirmation ID mean on the Account History page? ===
The confirmation ID is a unique reference code that refers to your individual payment. When contacting local payments support, refer to this number so our support staff can accurately identify your payment.
 
=== Why do I have a US dollar balance if my payments are being made in my local currency? ===
Although your payments are being processed in your local currency, your account balance with Linden Lab is still recorded in US dollars.
[[Category:Local Payments]]
[[Category:Knowledge Base]]
[[Category:Billing Issues]]

Latest revision as of 11:56, 25 January 2012

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