Unfair Ban

Hello. I am the manager for the lead singer of a band who uses Second Life to promote her music. Her resident name is Pyro Electricteeth. Three or four days ago, both she and I received an email containing suspicions that we were under aged. I am 43 years old and Pyro is 19. Clearly, we are not under aged. We did as Linden Lab asked and faxed copies of our state IDs to them to be inspected. For some reason, LL reopened my account but they DID NOT REOPEN PYRO ELECTRICTEETH's. She is quite frustrated about this, as she has an in-world clothing store, a huge and rare inventory, and has been spending loads of her money on SL for over a year. This is completely outrageous, and I would really like some answers from the Lindens.
Thank you,
Aduro Barbosa

if you want answers from the lindens, then you are barking up the wrong tree, as this is RESIDENT answers

nice plug on electricteeth by the way.

submit again and again and again..I have a friend who has an avatar that was banned unfairly and he had to submit multiple times..he jokes now (the avatar has been unbanned) that LL did it just to get him off their backs.

~Lana Tomba

I can't seem to find anywhere to talk directly to a Linden at all. Can someone help?

used to be i could call support..is there a number on the account page?..the support page?

~Lana Tomba

I really never liked the guilty till proven innocent just because someone ARs you policy related to underage reports.

Apparently, the number they gave us was for password recovery help only. I'll call it again just to see...
Also, my ID was on the same sheet of paper as hers, along with a letter from us both AND our signatures. How could they have not seen hers if they reopened my account?

nah they removed that.

You have to open a support ticket now.

I really don't understand this whole support ticket thing...why can't they just reopen their Live Help option? They really need better customer service. We wouldn't make such a big deal out of this if Pyro hadn't spent so much money on her avatar and shop. She has been using SL for more than a year now, and she has never been reprimanded for anything. I find this to be ridiculous.

From the Support Portal: "If you have an issue with your account (non-technical, billing/password/etc), you can call our Billing team at: toll-free (US/Canada) 800-294-1067 or long-distance (not free) 703-286-6277. They're available 24 hours a day, seven days a week."

This is definitely where I would start. I will note, however, that when I called on the weekend I got their British office, and they were unable to help with certain higher-level account issues... and so they told me to submit a ticket that would be handled by the San Francisco office. I'm not sure if calling during normal business hours (in San Francisco) will avoid that problem.

Do you have premium account? If so, you can access Live Chat by using the Solution Finder in the Support Portal. Just follow the prompts and keep telling it your answer isn't there.

Thanks Ava, I thought that was removed.

No, I do not have a premium account. But thank you very much for the phone number! I will try calling them now. You've been a good help.

You're not the only one. I've known more than a couple SL kids who've had to go through all that.

Mari

I think that if you are payment info on file you should be protected from "Underage reports" unless they can come up some reason other than "so and so said"

I'd hope the new Age Verification system would provide some protection - but I doubt it.

Hi! This has been completely resolved, thanks to TEEPLE LINDEN. He is wonderful. The support ticket works pretty well, so thank you so much!!!!

congrats and just so you know, my comment about nice plug was not snide, I meant it honestly, it was a nice plug (nothing underhanded or misleading)

I am glad you guys got it resolved

Yay!

Teeple Linden is one of my favorites, along with Twilight and Plexus. All three of them have been extraordinarily helpful on multiple occasions.

In the cases of people reporting (snitching) on others because they believe another person is under age -which by the way is no business of theirs- this is the results of it. Most times the person reported is of age and at times even older then the rat themselves.

This is the result of sl's do-gooders.

It won't provide any at all. Check this out @ http://www.gridgrind.com/?p=230

Its pretty well known there are no real repercussions for accusing someone you don't like of being underaged - causing them this problem.

I have heard that rumor alone is enough to start the process - if this isn't true Id be interested in knowing.

Sounds like just having a kid Av is plenty of reason to be investigated, for example.

It should take more than this. It really should. Especially for those who are Payment Info on File / Age Verify .

And yet I ARed someone once who had an adult Avie, but several notes in their profile said they were under 18, and they admitted it in public chat. I ARed then right at that time and several months later the resident was still visible in search....

Told me that they didn't care - Teen Grid was boring and that they had lots of friends of the same age in the adult grid and that LL didn't care - if they got terminated they would just sign up with another alt.

It really was that blatant.

About 6 months ago I was hanging out at the shelter chatting and helping where I could and a resident there kept saying everyone was beautiful and stuff..she said quite freely she was 11, I asked her again to get it confirmed for sure in chat and she was quite open about it. I of course Ar'd..I would not want my daughter on SL at that age! She was still searchable a few weeks later, and I had supplied chat and everything...strange.

Do you two who said nothing was done know if they were required to fax/mail in id documents?


Becuase if they were - then what else could LL have done?

Its possible they were lying to you and were actually over 18.

Or they used fake documentation.

However if LL required them to provide information .. the fact they were not banned is really not all that relevant to the issue.

If they were not required to provide information - then it would be relevant, of course.

OF course people saying they are underage in their profile - whether true or not isnt allowed under the ageplay ban, I believe.

Thats the thing...my AR was quite full of info and I put it down to the fact that she was "having us on" and indeed proved her age when she still showed in search. This was about the time SL was in the German news, So I cant imagine them not doing anything.

Dangerous games though