Outworld Live Chat - Need to Give your real name!

Has anyone used Outworld Live Chat recently? It seems u not only have to give your date of birth and answer a security question but you also now have to give your real name. That's a step too far as far as I'm concerned. How do I know who's on the end of Live Chat and why do they need my real name? For Billing Enquiries I can understand that but ordinary Outworld Live Chat. I guess for Outworld issues it will be ticket submission for me.

Do you mean concierge live chat? I've never had to give my real name for that.

I used live chat just recently (about a week ago) and was never asked for that.

I used live chat on the 27th of Sept. No requests for additional info, once I logged into the support portal.

how weird..i spoke to them the other day, no requests for additional info required.

Are you sure you are going to the correct site?

Does the place actually call itself Outworld Live Chat?

Like the others, I never heard of anything like this.

Flaran, did you contact them about a security-related question?

I just looked at the support portal, there are now three live chat links... Billing, Inworld and Outworld.

Guess they have added some new services since the last time I had to use it.

Nice of them to announce the new options for support (not) *rolls eyes

Concierge Live Chat looks just the same to me as always, I just checked.

I have seen those 3 links there since I can remember
at least since live chat was introduced they have been there
I have used them and have not had to give RL info

/me too.

Are you conceirge, premium or basic, Kathy?

Ah, I tiered down so not concierge level anymore, just premium. Guess that's why I'm just seeing those now.

Why would you ever give your real name? Could be a scam, right?

There are plenty of chat rooms and SL kind of IS a chat room. Why do this? (I'm not being facetious.)

Good morning and apologies for not staying on the Forum to answer the questions.

1. This was NOT Concierge Live Chat. I am a Premium Member only, paid a years subscription.

2. I went to http://secondlife.com/support/[url]clicked on the Live Chat link and went to [url]https://support.secondlife.com/ics/support/security.asp?task=knowledge&questionID=5098[url]and clicked on Outworld Live Chat NOT Billing Live Chat.

3. No Security implications, merely to report unable to log in but not the message as reported on Grid Status Page.

The person who answered the call asked me for my date of birth, answer to security question, and my real name before I typed anything. InWorld don't ask those questions. How do they know I'm online? Do they check?

_______________________________________________________________

Okay, I've been out to Outworld Live Chat and below is the reply I received from a very helpful Linden, name removed obviously. I still don't agree with being asked my real name, I guess I feel it's bringing rl into sl in a strange way. Personally, I think that u should first be asked to describe the problem, which was what this Linden did, and then asked the security questions if, in their judgement, the call involved security of the account in any way. If u are inworld and use Inworld Live Chat u could still be using someone's account illegally and they don't (yet) ask for personal details.

Flaran_Riggles: xxxx, my problem is this. I used this Outworld Live Chat
earlier, late evening my time. Before I had typed my question or anything, I
was asked for my date of birth, the answer to the security question and my
REAL NAME! Is this usual or what?
xxxx: yes it is
xxxx: normally the agent would ask what your issue was
xxxx: but for data protection purposes we have to ask security questions
linked to your account
xxxx: I would ask how I could help
xxxx: if it's generic then I can help
xxxx: but in most cases we need to look at your account so we need to ask the security questions
xxxx: the other agent was just being efficient
xxxx: however they should have explained what they were doing it for
xxxx: it's mainly for your protection
xxxx: ..... if someone has logged into your account on the computer
xxxx: we need to verify that you are who you say you are
xxxx: and that means asking 4 pieces of security information
xxxx: the easiest 4 are Date of Birth, e-mail address, real name and
security question
xxxx: I should the easiest 4 to verify
xxxx: as even if they log into your account they cannot see that
information :0)

Note, I wasn't asked for my email address by the first operator at Outworld Live Chat. I think they need to be more consistent in their replies and I still challenge the need for my real name. After all, u have to be logged into the sl site and be a Premium Member to access Live Chat which gives u access to an avatar's email and Linden money any way. What do others think?

Well if they have that information in front of them then it is a moot point and no big deal - LL have my info. However I agree consistency is a good thing. Surprised that Concierge did not require it when I used it - you would have thought that with more inworld assets at risk from a person using anothers account that it would be used to verify Concierge as well.

People should just be careful. Doesn't the TOS say that LL will never ask for your personal info? Maybe I don't understand what this chat place is people are talking about.

With just your real name and birthdate someone could forge your whole identity.

I would prefer them to ask me my RL then having it be a security risk and they just help who ever turning your account over. But my RL and SL intersect and I wouldnt change it.

Live Chat is one of the support options and as LL is dealing with your account both in world and out of world, it stands to reason they will sometimes need to verify that you are who you say you are. This is common practice with other online services also. Heck even my power company do it too lol.

All it shows is that LL is taking security a bit more seriously than they used to.

So it's within SL?

Its on their website and you need to log in using your av name and password to access it. Its only for Premium and Concierge residents I beleive.

Oh, okay. But birthdate?

I expect it will depend on what info LL has on file for you. Some of us when we signed up for our account filled in all sorts of information that could be used to verify who we are. Later on LL required much less info as mandatory. One piece is as good as another if they have it all in front of them. The chat is private between you and the support Linden so there is no real issue.

Ok thanks for explaining it. I thought this was a chat somewhere online that people were being asked for personal info. Websites can even be duped pretty well these days. Thanks though, for being so patient, answering all my questions.

Thank god LL are now asking several security questions before discussing your account with you. You have a Real name and things to do with your account needs that question to be asked as well as other questions imo

Thanks LL for starting to take our account security more seriously