Password Reset NOT WORKING. Grr...

My husband has not logged onto his SL account since Linden blew their security and had to reset everyone's passwords awhile back. Tonight he decided to log on and go through the password reset process in order to check out the gifts I've been sending to his avatar.

Unfortunately, the password reset is not working. He's been through it three times, following all instructions on the website and in the emails received from LL. Nothing. He's unable to log onto SL or the website.

So we poked around for some sort of support. While logged into the support site with my account I read about 'guest logins' to be used by people who do not have SL accounts or, presumably, people like my husband who are being denied access to their accounts due to LLs password reset issue.

Again, unfortunately, 'guest logins' are rather difficult to locate. After he tried and failed to locate such a thing I logged out and tried myself. I've yet to find any mention of a 'guest login' option on the main support webpage.

Granted, it's late, it's Saturday night and we each had a beer with dinner so we might be missing something. But still...I'm thinking it should be a wee bit more obvious...?

Since LL is dumping residents on each other as far as help is concerned does anyone have any suggestions on what my husband can do to regain access to his account? After some effort I did dredge up a customer service 800 number...only available during the week (should it still actually be in service). Is this our only slim hope?

Does he have a valid e-mail on file?

Also, have you checked out http://secondlife.com/knowledgebase/article.php?id=008

Did you try: https://secondlife.com/account/request.php?r=

Also, try https://support.secondlife.com/

Also, are you premium? Is he premium?

He has a valid email on file and has been receiving emails from LL each time he's tried resetting (at the first url you mentioned).

When he receives the email and clicks the link he is sent to this page:
https://secure-web10.secondlife.com/account/call_us.php

The Support page does not offer anyway for someone who is unable to log onto to their account to receive any support.

I have a Premium account but since he rarely uses SL he does not (though he does have payment info on file/used).

I was wrong. He says clicking the link took him to a page where he was asked his security question and for a new password. Afterwards it congratulated him on resetting his password and said he could now log onto Second Life. However, neither the website or the viewer accepts his username and password.

I am HOPING it is just some sort of funky glitch which will have worked itself out by tomorrow or so. :/

If not, on Tuesday, you can request a live help session via the support page. If all goes well, soon he will be playing SL again. Good luck!

It's not a funky glitch. I talked to a Linden very early yesterday morning and they said that they were aware of this problem and it's being looked into. They told me to read the blog for further updates well I felt that it should of been IN the blog in the first place that this was going on. I only read from other members having issues not from LL saying theirs a problem and not to try it.

Right now I got a ticket in the support system that was updated 11:59 PM EDT telling me it's being worked on but sadly, I'm not holding out hope that it'll be done before tuesday and i'll be on the phone ringing.

I even suggested they could just reset the password to whatever and they could just send the new password they create to my email but of course, that'll never happen heh.

Dnate> Thanks for considering my issue! I'm not sure I know how to initiate a live support session but I'll look into it today now that I've had a good nights rest.

Zachary> I'm sorry to hear you are having the same problem! However, I am admittedly a little relieved my husband isn't the only one. I suspect nothing short of a phone call will solve our cases, alas. How were you able to open a support ticket? Via another account or were you able to find the 'guest login' option?

Thanks everyone!

This account is one of my alt accounts hehe. I know tuesday i'm going to be on the phone screaming.

From the FAQ:
- Click on the Solution Finder link on the front page.
- Select a category from the Select a category box and click Continue to Step 2.
- The most popular topics from that category are displayed. Read through them to be sure you haven't missed the answer to your question.
- If you don't see your answer, click My answer is not here.
- Try searching for keywords related to your problem: Type something into the field and click Search and Continue.
- If you still don't see your answer, click My answer is not here.
- You can either click the Submit a Ticket link to submit a support ticket or click one of the Live Chat links. Be sure to include all the relevant details of the problem you're experiencing.

If he can't log into the viewer, I assume he can't log into the site either, so you'd probably have to do it via your account.

Too bad live chat isn't there for basic account holders. Only premium.

Well, I'm premium so I can do it. At this point he's pretty much lost all patience with the whole endeavor. I'm trying to convince him to hang in there. ;_;

A friend who I just introduced to Second Life ran into the same
problem after not being able to login with his username/password.

He then tried 3 or 4 times to reset. Each time the result said
the change was successful but he can't log in.

Makes me a little hesitant to recommend SL to anyone until
this is sorted out.

On the other hand I intro'd another person last week and he
created his first account and got in immediately no problem.

- Infrared

Signing up doesn't seem to be a problem, its when you request a password change that people are hitting an issue.

Hi. My boyfriend and I are both experiencing the same issue. We have not played for several months and neither of us can log in.
We've both been hitting the same wall of: Security question, password reset, password change successful, dead end.
I've created this alt account to try and sort the problem out as it's getting very annoying

I opened a support ticket today on this issue...not that I expect much help considering it's not my account that is having the issue. Rar.

Has anyone else who's experienced the same problem found a solution yet?

I called and the very nice woman that was having issues with the account system got me setup very fast lol.

This was posted by cyn today on the blog

"Password recovery was accidentally broken in a recent release but we have now located the error and are in the process of fixing it. If you have tried to use password recovery and it hasn’t worked, check back here and we will update this post when it is fixed.
Thank you! "

Finally someone acknowledges it was broken hehe.

I'm glad someone acknowledged it was an issue!

Unfortunately, I just had an email forwarded to me which was originally written by a LL employee describing the work environment at LL. As it turns out, all 'bugs' are entered into a database and have a priority set. Sounds pretty typical and all well and good until he describes how LL employees can work on anything they wish and are not bound to work on high priority issues. There is no internal hierarchy at LL and thus no supervisors or any other system to ensure high priority issues (or any issues) are being handled in an appropriate time frame.

Having worked on a (small scale) MMO, in customer service elsewhere, as well as having worked on high-traffic online communities I've really been trying to give Linden the benefit of the doubt since I understand it can be very difficult. But that email was a real eye-opener. That sort of business structure works fine for a small game company but does not scale well at all to the level Linden Labs has reached.

At any rate, off the soapbox, I'm not expecting this issue (or any issue) to be fixed quickly. Unless, of course, we can find a way to make it interesting enough to tempt a developer off one of his pet projects!

Sorry, I'm not normally the Miss Rantypants type. I was just really shocked by that email.

Ty for that information and its not a rant And apparently the forgotten password system is fixed.