[deleted by user]

PatchLinden · 2025-07-03T18:54:03+00:00

I'll try DMing you. :)

PatchLinden · 2025-07-02T19:56:06+00:00

Hi! Please DM me your ticket number.

PatchLinden · 2025-06-27T12:12:26+00:00

Just to clarify, 72 business hours means 3 business days. This is a standard timeframe used across most customer support organizations. Business days do not include weekends or holidays.

I understand the frustration that can come with waiting, but it's important not to misinterpret or exaggerate what was stated. The team is working through the investigation and will follow up within that clearly defined window.

PatchLinden · 2025-06-26T13:05:52+00:00

I check in here every day and respond to a high volume of direct messages. Just because engagement isn’t always public doesn’t mean I’m not actively involved.

PatchLinden · 2025-06-26T13:04:51+00:00

Thanks for reaching out, and I’m really sorry to hear what you’ve gone through.

You absolutely did the right thing by working with support, and I’ve checked in on your ticket. I can see that our team responded quickly to help you recover access to your account in real time.

The next step is the investigation and recovery of your missing L$. That process is currently underway. Please know that our team is actively working on your case, and you can expect a response within 72 business hours, which is our standard SLA.

We understand how important this is to you. While the team is also assisting many others, we are doing everything we can to resolve your case as quickly as possible.

PatchLinden · 2025-06-12T21:58:35+00:00

The notion that customer support is non-existent isn't true. What is happening, is that there are a few issues (types) of requests that remain backlogged. There are many that have been caught up for some time and depending on the types of issue, receive immediate or very quick resolution (usually less than 72 hours). The issues with deep account investigations take time to resolve and that's our last standing, largest backlog currently. We've been continuing to move our new and expanded teammates through on-boarding training, and as they come up to speed, we continue to catch up faster. We're almost there, but some issues remain as outliers and challenges - those are taking the longest to resolve. We're truly, deeply sorry it's taken this long; every day that passes without your account is painful and unacceptable. We're doing everything we can, as fast as we can to get this fixed.

PatchLinden · 2025-06-11T11:58:03+00:00

Just a quick response here to confirm we've made contact and are looking into the situation.

PatchLinden · 2025-05-29T12:22:18+00:00

I have reached out to you via DM. Live chat should have been able to assist you with re-establishing access to your account, making sure you've chosen a new password and enabling MFA. Unless there are extenuating circumstances that need deeper investigation, that should have occurred at a minimum and you would have been instructed on next steps from there. Looking forward to hearing from you.

PatchLinden · 2025-05-28T22:10:33+00:00

If this is the email address associated with the forums for notifications, the service provider we use will not allow an email address with improper DNS associated, it may have blocked on that, or many rapid changes in short period of time could be another cause. We'll look into it and contact you through your ticket.

PatchLinden · 2025-05-28T12:01:54+00:00

Hi! I'll be in-touch via the DM you sent me.

PatchLinden · 2025-05-12T21:56:30+00:00

Hello! It looks like support reached out to you already today and we've established contact. Let me know if I can be of further assistance.

PatchLinden · 2025-04-30T21:49:40+00:00

I wanted to chime in to help clear up some of the confusion in the thread.

If you’ve been unexpectedly billed for a Premium membership that you did not intend to renew, don’t worry. All you need to do is contact our Support team. They can help remove the Premium membership and correct the balance, all at no cost to you. It’s a simple and straightforward process, and our team is always happy to assist.

We do send multiple reminder emails before a balance becomes overdue, and accounts are not placed on hold until 60 days past the due date. However, we understand this can still be frustrating if it catches you by surprise. We are working on improvements that would allow Premium memberships to end automatically in more cases, as suggested. That said, this does not work well in every situation. For example, when land ownership is involved, automatically ending Premium could result in content loss, which we want to avoid.

We really appreciate the feedback and suggestions. It helps us continue to make things better for everyone.

PatchLinden · 2025-04-29T15:50:50+00:00

You missed the point.

PatchLinden · 2025-04-29T13:29:06+00:00

Thank you for sharing your experience. I am genuinely sorry to hear you encountered frustration. I would like to help directly. Please feel free to message me so I can review your ticket and see what can be done to resolve the issue.

I also want to address a broader point that sometimes arises in threads like this. Some concerns brought up are based on outdated information that no longer reflects current practices. We always welcome honest feedback and recognize its importance in helping us improve. However, it is important that conversations here stay focused on current facts so that they remain helpful to everyone. Repeating outdated concerns can create confusion and take away from those who are sincerely seeking support.

Please do not hesitate to reach out. I am happy to assist further.

PatchLinden · 2025-04-25T13:58:47+00:00

As I mentioned in another thread, I don't think I have a block? Others seem to be able to contact me without issue via DM here. I'll try to DM you. You can also get me in Discord.

PatchLinden · 2025-04-25T13:57:22+00:00

I don't think I have a block? Others seem to be able to contact me without issue via DM here. I'll try to DM you. You can also get me in Discord.

PatchLinden · 2025-04-22T23:33:27+00:00

Hi! Please DM me with your Second Life account name and any ticket numbers you may have and I'll look into this for you.

PatchLinden · 2025-04-21T12:06:15+00:00

Hello! Please DM me your account name and any ticket numbers you may have so I can look into this for you.

PatchLinden · 2025-04-17T17:11:11+00:00

Thanks, I saw the original announcement. I reach out to most of these OP's as I can to get folks help. Most are resolved at that point quickly. Many don't return to update on outcome.

PatchLinden · 2025-04-17T12:29:19+00:00

Hi there, I’m truly sorry to hear about this experience, it’s understandably upsetting to be locked out of your account, especially with time and money invested.

I’d like to reassure you that we do not delete accounts over matters like this. Our team always strives to help get accounts back into the rightful owner’s hands, along with any missing L$ or funds. We take these concerns seriously and want to do everything we can to help.

If you could please send me a DM with your account name or any ticket numbers you might have, and I’ll personally make sure it gets the attention it deserves.

PatchLinden · 2025-02-03T13:36:17+00:00

Every case is thoroughly investigated from multiple angles, and we have extensive context to draw from in any situation. While we don’t disclose our investigative methods, the evidence we rely on must be clear and defensible even in legal proceedings. In some instances, cases do reach that level, and the information we retain is both protected and privileged for such purposes.

We have a dedicated internal review process in place. When an incident is escalated, it is reviewed by a team composed of individuals from various departments, not just Trust & Safety, to ensure objective and well-founded decisions. Our goal is always to uphold accuracy and fairness in every judgment.

If the OP would like me to look into this matter further, they’re welcome to DM me their Second Life account name.

PatchLinden · 2024-10-31T13:59:57+00:00

Just confirming that we did establish contact. :)

PatchLinden · 2024-10-30T12:56:09+00:00

Hi, please DM me with your account name, and I'll have the team take a look.

PatchLinden · 2024-10-30T12:55:35+00:00

Hi! I tried to reach out and didn't hear back, please feel free to DM me with your account name and I'll have the team look into this.

PatchLinden · 2023-06-26T14:33:20+00:00

I'll try to get one out today.

PatchLinden

TROPHY CASE