Friend can't log in. Any suggestions???

This message was waiting for me today.

Any suggestions would be appreciated. This is a the sort of thing that the SL forums is perfect to help with.

Any suggestions would be appreciated.

Nave Fall


Hi Nave,

My account on SL seems to have been suspended sometime on Friday and I have heard nothing back from SL at all regarding this event. I worked hard on Viola and invested a great deal of real money into her (let's guestimate at the just over $300 range) in order to get as far as I did so fast.

Have you heard of this happening to people and if so, any advice? I really am, regardless of how well I may have been doing, very new to SL and this has shocked me a bit. I feel like the people at Linden have basically stolen from me.

I love the fashion world in SL, but at this point, how would I ever manage to regain what I've lost?

Thanks for your time,

A very confused

Viola Rookswood

You need to call them. They will tell you to open a ticket, do that. Call again if it is not answered within a couple of days. Good luck.

Its been 5 days with no response. I've submitted 2 help tickets. The only number I have is the password recovery line and they are not so helpful. I'm a little shocked that this seems acceptable to them.

/me looks confused.

What's the problem? A password needs to be reset?

I'm wondering what it is that prompted the statement that the account seemed to be suspended. The error message would be helpful. Something in the along the lines of "SL cannot be accessed from this computer" would lend suspicion on a ban or suspension. "You appear be already logged in, try again in at xx:xx (or in xx minutes)" would mostly likely be a ghosting problem. And something saying "User name and password are incorrect. Make sure your caps locked is not enableed" would seem to mean something is amiss with the password.

Without some clue, everything is a guess. Yes, I know even with some error message it still would be a guess.......but, at least, an educated guess.

...

LL doesn't send any email when they suspend you. The only time you receive a notification is for DMCA violations, and that is likely to protect the lab's own butt to show they have reacted.

The only way to find out more is to call them, ask for a responsible contact if they don't want to help you. Over and over again as tickets are routinely ignored.

http://lindenlab.com/contact

Voice of experience?



edit: /me eeps! Was just teasing - didn't know you were actually suspended.

I did not receive any answer *till today* on a ticket almost 2 years ago. But I found out why I was most likely suspended. I changed my payment details from abroad and someone here just confirmed that this raises a ban flag.

I got it fixed via some personal contacts that time, the ticket however was completely ignored and this is what reportedly happens to many other people who do not have contacts into the lab.

OMG.

These revelations leave me curious as to how they have managed to avoid a class action lawsuit in relation to wrongful suspensions, and negligence maybe?

People are investing real money into this. And you can only hide behind a claim that this is a 'free' game so long when everything in it costs money AND, I believe from what I read, Linden pulled 55 mil worth of profit out last year.

Maybe someone should acquaint them with reinvesting in their product ? Its a solid part of any business plan.

This incident has changed how I will play here...if I continue at all. I've been gaming most of my life and have never seen such shoddy customer service. Ever.

At the risk of being called a fangurl.......again. There's at least two problems here with jumping to conclusions about why it is that this friend of the OP cannot access SL. There is no error message given that would, in a small way at the very least, give a clue or two for some helpful suggestions. Many people mistake the fact that they cannot log in to mean that they have been banned for some reason..........it often turns out that the problem had nothing to do with a ban. And another is that this is one of those "my friend" threads. It's third party........no direct interaction with the person experiencing the problem. Yes, I know that if the person is indeed banned or suspended (for good or bad reasons) they cannot post in the forums. That means the only suggestion anyone can give is to contact Linden Lab directly........and that has been suggested.

Then, as usual, we get all the chiming in about how crappy LL is to do such a thing. They should be sued, they don't care, they are nothing but money grubbers, they make millions off us they should provide detailed reasons for such actions (which for bans I believe they do.......a phone number to contact them with a request to do so). All this when the OP has not even posted any sort of response since the initial post. It's as if it's a pure and utter fact that the person in question has been banned mistakenly..........we do not know that. The person could have been banned for very good reasons such as intellectual property violations, pedophilia, griefing. It's also posible the person was banned by mistake or due to frauduulant accusations and is 100% innocent of any reason to be banned. We know nothing to support or deny any of that. It's also very possible (even to the point of being likely) the person has not been banned but it's an issue with either the person's computer setup, installation, network, ISP, hardware, to simply a matter of a stuck key on their keyboard making the password or user name not be correct for log in purposes. It also could be an issue with the SL servers.

We don't know. Help, beyond the obvious. Clear cache, check your drivers, make sure you are putting in the proper password (I'll tell a story some day about me and that issue that kept me from logging for two days........which I even submitted a support ticket for. It was my dumb mistake, by the way ) and contact LL directly are about the only useful suggestions anyone can give at this point. As far as we know the issue may have been resolved........the OP hasn't bothered to follow up on a single suggestion for two days. Quitting SL with as little information as we have or bashing LL for a problem we don't know exists is a choice I guess............but it's foolish.

The friend who the OP speaks of is not currently listed on People Search. It does look like a suspension to me. At the end of the day this is between the person who has been excluded from SL and LL themselves. They are obviously not ghosted.

Please do tell us all this story; maybe it is something all of us could learn from.

since there's no clear error message posted...

a little more then a week ago, i couldnt login either and got the "wrong password" message, my alt had no trouble, so this scared me to near death !

i contacted live-support, and although i was using the latest viewer ("they" where convinced i wasnt) i reinstalled , and did solve the problem

.

The story?

Okay. This was, in fact, rather recently. I use my alt account almost exclusively in SL. And it was this account that had the log in issue. I kept getting the password/user name error message. I did all the checking, rechecking, typing in again very slowly and deliberately each character of both the name and the password........same thing. Got around to logging in this account (my main) and absolutely no problems. Went through the deleting the cache folder, checking all preferrence settings, uninstalling/reinstalling (though I figured that was NOT the problem since Peggy could log on..........did it anyway). Tried both viewers I use (Emerald, and the official viewer). Nothing worked. Contacted live chat and after they attempted to help me for a few minutes (maybe 10) told me to submit a ticket........the problem was beyond what the live chatter could do to resolve.

So I did the ticket trick. I've heard the horror stories about a basic account and support tickets so settled back to wait and wait for any rssponse..........but got one in less than 2 hours. They suggested I reset my password and closed the ticket. So I dutifully go about the process of doing just that and dig out my index file where I keep all my passwords in case the world falls apart and I forget my passwords to the various online games/services I use (my banking password is not in that file). I wanted to make the change on the index card before I made a new password. It was at that point that I realized I WAS NOT ENTERING the correct password. The password I was repeatedly (like about 50 times) entering was a good password that I have for another site requiring a password.......and I was entering it correctly. Correctly only in the sense that correctly for another site........bogus for SL.

Two days..........and a lot of hair pulling. Two cussing under my breath. Two wondering WTF was going on. The thought even entered my mind that I might have been banned. Almost posted here in the forums (which might have jerked my mind around enough to arrive at the problem sooner ). In the end it was entirely on my end. LL had nothing at all do with it. It was tunnel vision on my part.............me being absolutely positive that it was something wrong on LL part and refusing to be open minded enough to see the problem. Me not using proper troubleshooting procedures.

And I'm an experienced SL'er. It can happen. And it's funny when you find out how silly we can be. Even folks like me who do not take SL as serious as a lot of others.

Ohhh Honey Pie, I have laughed, and am currently giving you the biggest virtual hug right now.

The scenario you have just related to us is what happens when you have - as my brother puts it - "a head full of b*ll*cks".... you have too much going on all at once in your head and somehow you just can't see the obvious when a problem occurs.

You are only human, and I thank you enormously for sharing this story with us. But it does illustrate a valid point that we all need to stop and think hard before jumping to conclusions! It really is the most simplest of things that are often the most likely causes of what seem to be major problems.

We, Viola and I both, appreciate the time that was spent replying to my plea for assistance.

Viola has been in touch, live on the phone, with LL and her problem is being researched by a Linden. It didn't appear that she'd been banned for some offense.

Hopefully this all sorts itself out soon.

Thanks again

Nave Fall