Help! Billing problems and unable to log into support

Hi folks,

I will apologise in advance if this is not the right place to do this, but I'm at my wits end here!

My tier is due on Friday and so yesterday I logged in to add credit to my US$ balance to pay for it. I usually do this through Paypal (I'm one of those rare people that doesn't have a credit card - unheard of in this day and age I know!) and have had no problems doing so in the past.

I tried to add $ as usual, but it wouldn't go through, bringing up the error message " An error occured while processing your request. Please make sure your billing info is correct."

So I checked all the info in my billing data and also in Paypal. The payment agreement is active and has a high transaction limit on it, and all my billing info in the SL account is correct. I had used Paypal earlier in the day (on eBay) and had had no issues with it, so it can't be a bank / Paypal issue.

I kept trying and managed to get $25 through after a while, but after that was unable to add any more (which I need to do as my tier is rather higher than $25!) and started seeing the error message again.

As I qualify for concierge service I opened a live chat, but although the person I spoke to was helpful, we were unable to resolve the issue then and there, so she said she would open a support ticket and escalate the issue with billing.

I logged on this morning to try to track my ticket, but now I am unable to log into Support! I keep getting the error message "Insufficient Account Information
Invalid Querystring!" I have tried again to increase my credit, but am getting the error message again.

So now I'm totally stuck!

Can anyone suggest anything else I could try, seeing as I can't contact support? Or better still, could someone flag this up to the Lindens for me? There will be a small gift waiting for you inworld if you do (and if my account is spared the axe!)

Many thanks,

A frustrated Roisin

Did you try canceling your PayPal agreement with LL and setting up a new one? Or is it possible you went over the limit on the PayPal side? It's generally set at $250/month, but you can increase it.

Hi Ann,

I have tried setting up a new one this morning, but still no joy. And the limit with Paypal has been increased to $800, so that shouldn't be an issue...

Thanks for the suggestions though..

Still can't log in to support

Telephone support, they will definitely help, I have telephoned twice and the problem was resolved, I am just a basic account too.

Thanks Dekka...unfortunately I have no landline here at the moment (I'm in Ireland) as there is a fault on it which will not be resolved until Tuesday (the wonders of rural living!)

And I'm afraid I'm not prepared to call an international number on my mobile...

On the upside, I can now access Support and see my ticket...."work in progress"...

Hi Roisin

I am having the exact same problems, in the end I had to add Mastercard instead. I sent a support ticket and was told it was because my Paypal was unverified, I double checked and it is verified so i opened the ticket again. Also I got in touch with Paypal who said there is no problem their end.

I have had no reply from billing for the re-opened ticket. I am in the UK and was wondering if this is a UK or Europe issue.

I had tried to re-enter details like you and still no luck

Hey ho... at least I'm not the only one, but my tier is due tomorrow and at this rate it will be late.

The wierd thing is that I can buy L$ through my alt with exactly the same Paypal account....go figure, as our American cousins say.

Does anyone know if you can pay your tier in L$? If so I can buy them via my alt and then transfer them to my main account...can these then be put into my account balance for a tier payment?

No progress on the support ticket either, but at least I can get into support now..

You can't pay tier in Lindens, but you could transfer the Lindens to your main and then have your main sell them to put a credit on your account....just skip cashing out.

I had this month also a problem with my tier. Different as the one described though.

I got a mail from billing that they were unable to get the 40us$ for my monthly from my credit card. Reasons given were not enough funds (my <bliep> or expiration date-problems (also not possible because the card expires second part 200.

I removed the credit card information from account en add it again (exact the same information ). I tested the card with buying 1000 L$ and noticed that not 4.08 us$, but 44.08 us$ was taken from my card. My account was in balance again (= 0 us$ for me).

Seems LL suffers this month a lot of payment problems.

Morwen.

there is a note on the site that they payment processor is broken. I have no idea if they link directly to paypal though as usually its just a link to them but its possible that this is al housed on another server.

Unfortunately there are only a couple of choices. Contact the concierge again or make a phonecall via some accessible landline. I remember having to make a long distance call at a phone booth. It was not fun but i had a few rolls of change and kept feeding it in according to the telephones requests lol

You can try a phone booth if you can get to the bank etc and find a landline there should be way to make a phonecall.