* At this time, Second Life Support is only available in English. You are welcome to contact us in your preferred language; however, all responses will be sent back in English. We thank you for your understanding.
Live Chat/Phones Support Hours:
All hours are listed in Second Life Time (SLT), which follows Pacific Time (PT)
Friday–Monday
6:30 AM – 10:00AM (SLT)
11:00AM – 2:30 PM (SLT)
Tuesday–Wednesday
6:30 AM – 2:30 PM (SLT)
Thursday
6:30 AM – 9:00 AM (SLT)
10:00 AM – 2:30 PM (SLT)
If Support appears unavailable during our posted operating hours, please check the Second Life Status page for any ongoing service disruptions. Second Life Status
If you are looking for more information on the services listed below, or do not see your issue listed, we suggest searching through our knowledge-bases:
Live Chat and Phone Service Scopes
Second Life Support is happy to offer assistance with a wide variety of issues via our live support options of Live Chat and Phone Support. Some issues, however, require a more detailed investigation and are best handled through a support ticket. Support tickets allow our team to review account information, request additional details when needed, and provide updates as your case progresses.
Below, we’ve listed some topics that are generally brought to our support team, with some guidance on whether or not our live support options are the best available method to resolve your type of issue.
Don't see your issue listed? Submit a support ticket and our team will be happy to assist; or direct you to the appropriate resource: https://support.secondlife.com/create-case/
Type of Service | Billing Phone Line | Chats and Premium Plus/Concierge Phone Lines | Ticket Support |
|---|---|---|---|
X | X | X | |
X | X | ✓ | |
✓ | ✓ | ✓ | |
Account Downgrade Cancellation | ✓ | ✓ | ✓ |
✓ | ✓ | ✓ | |
Billing Questions/Account Statements | ✓ | ✓ | ✓ |
X | X | ✓ | |
Group Chat | X | X | ✓ |
X | ✓ | ✓ | |
Inworld Issues (Content or Performance) | X | ✓ | ✓ |
Land Auctions | X | X | ✓ |
Land Impact Change Requests | X | X | ✓ |
✓ | ✓ | ✓ | |
Linden Home Assignment (Premium Plus Only) | X | X | ✓ |
X | ✓ | ✓ | |
X | X | ✓ | |
X | ✓ | ✓ | |
Intellectual Property/Copyright Disputes *see below | *X | *X | *X |
Marketplace Questions & Issues | X | X | ✓ |
Name Change Issues | X | ✓ | ✓ |
X | Chats/Tickets Only | ✓ | |
Payment Method Issues | ✓ | ✓ | ✓ |
Payout (Process Credit) Questions | ✓ | ✓ | ✓ |
Premium Plus Name Change Requests | X | ✓ | ✓ |
✓ | ✓ | ✓ | |
Refund Requests | ✓ | ✓ | ✓ |
X | ✓ | ✓ | |
X | ✓ | ✓ | |
Region Reactivation | X | X | ✓ |
X | ✓ | ✓ | |
*Region rollbacks are accepted at the discretion of support and are not guaranteed | X | X | *✓ |
X | X | ✓ | |
Search Issues | X | ✓ | ✓ |
✓ | ✓ | ✓ | |
X | X | ✓ | |
✓ | ✓ | ✓ | |
X | X | ✓ | |
Unauthorized Credit Card Charges | ✓ | ✓ | ✓ |
Updating Account Info: Security Question & Answer | X | Chats/Tickets Only | ✓ |
Updating Account Info: Real Name | X | X | ✓ |
Updating Account Info: Date of Birth | X | ✓ | ✓ |
X | Chats/Tickets Only | ✓ | |
Viewer Login Technical Troubleshooting | X | ✓ | ✓ |
Some issues cannot be resolved through live chat, phone support, or standard support tickets. As such, please use the appropriate process listed below:
Type of Service |
|
|---|---|
Abuse Reports | Reports of abuse must be filed from within Second Life. If you are experiencing repeated harassment, please file multiple abuse reports to account for each instance. |
Destination Guide | All Destination Guide update requests should be sent to editor@lindenlab.com |
Inventory Rollback | At this time, it is not possible to "roll back" an inventory; however, Support can still provide basic troubleshooting steps when searching for lost inventory items. |
Intellectual Property/Copyright Disputes | |
Resident to Resident Complaints | Unfortunately, we are unable to mediate disputes between Residents. If your concern involves rent, payments, group management, or other Resident-to-Resident transactions, you'll need to work directly with the other Resident to resolve the matter. |
| Voluntary Account Holds | We do not currently offer the ability to hold accounts by request. If you are worried about the security of your account, please reset your password, add Multi-factor Authentication, or create a ticket so that Support can assist. Trust and Safety Tips |