Help

How to Get Help in Second Life (2026)

by

Here’s a rundown of the best support channels for someone just starting out in Second Life, from official Linden Lab resources to community-run help groups.

I wrote this because I was trying to help a new resident on Discord. I am not allowed to post this much text there. So, I put it here and gave them a link. I hope people can use this when they help others. (Save a link)

I did find several help channels I didn’t know existed. Check them out.

Second Life Help
How to get help in Second Life

Official Linden Lab Help resources

  • Quick Start Guide and New User Tutorials on the Second Life community page walk through the basics of navigating the virtual world with videos and step-by-step articles. [secondlife]
  • Second Life Answers (part of the community forums) lets you ask questions and get answers directly from experienced residents and staff. [secondlife]
  • The Knowledge Base at support.secondlife.com has articles on nearly every technical topic — avatars, viewers, Linden Dollars, land, and more. [support.secondlife]
  • Submit a support ticket through the Support Portal if you can’t find an answer in the Knowledge Base or forums. Basic accounts can file tickets for the most common issue types. [community.secondlife]
  • Live Chat is available to Premium, Premium Plus, and Concierge members (8am–midnight PST weekdays, 8am–8pm PST weekends), accessed by logging into your dashboard, clicking Help, then Contact Support (Live Chat Access thread, access instructions). Basic accounts don’t get live chat but can still submit tickets. [community.secondlife][wiki.secondlife]
  • Billing/phone support is open to all account types 24/7 for real-money account issues. [wiki.secondlife]

Read more

Second Life Player Retention 2014-21

by

Prim Perfect did a show on Player Retention issues in Second Life. The video is now up on their site. The video runs 57 minutes. Saffia Widdershins and Elrik Merlin host the show. The Guests are; Brooke and DaveR Linden, Carl Metropolitan – academic, and Jo Yardley – historian and creator of 1920’s Berlin in Second Life.

The Inspiring Orientation - Learn to Fly (2012)
The Inspiring Orientation – Learn to Fly (2012)

I’ll paraphrase what I have heard. Listen to the video before complaining to any of the participants.

Index

02:20 – End of introductions. Elrik starts a clip of a video that sets the context of the discussion. You may have seen this video. It is entitled the New Avi Experience in Second Life. It portrays a disastrous first encounter with Second Life. The full video runs 10 minutes. It can be found by clicking my link just above.

Read more

Pages: 1 2

Firestorm Support Island

by

Now Open: Second Life’s Firestorm Support Island by Firestorm/Phoenix – Click to visit.

FS Landing
FS Support Island Landing Point

Today is the official opening of the Firestorm Island. See: Firestorm Support Island Opening for more pictures and information. For information from an interview with Jessica Lyon see Inara Pey’s article: Helping the community: the Phoenix Firestorm Support region.

Update: Opening Speech.

Firestorm Support Island Opening

by

I received an announcement today that the Firestorm/Phoenix Team has created a support island that will be opening on August 25th. The island is for use of the SL community. The team is encouraging RHN, White Tiger Mentors, Mental Mentors and others to use the island for training and support. I get that other support groups are welcome too.

Update 8/25 – Now Open: Second Life’s Firestorm Support Island by Firestorm/Phoenix

Update 7/2017 – Photobucket has disallowed use of their hosted images on 3rd party sites unless I pay them. Images are here.

Obviously the island is designed to assist new Firestorm users and for the team’s support crew.

FS Landing
FS Support Island Landing Point

The island has a landing point that starts new users on an educational path, a literal path as you can see in the images. It is designed for those using the Firestorm Viewer.  So, people using other viewer may be a bit confused by the images of what to click. But, confusing new users by showing multiple user interfaces might be worse.

Read more

#SL’s New Linden Helpers

by

I am seeing blogs on Second Life’s Beta Helpers project. I am wondering what is going on. Second Life used to have volunteer mentors helping on the SL Welcome Islands. These were the people I went to for answers early in my SL experience. The mentors program was closed and now the Lab seems to be starting over with Helpers? So, what’s up?

Volunteers? - Image by mrsdkrebs at Flickr

The Blog View

Danial Voyager is always curious and blogging about interesting and new things in SL. His post gives about the most complete coverage of the new helpers I’ve seen. See: New Linden Helpers Beta Program.

The Problem

Once upon a time… volunteer mentors manned the Linden Welcome/Help Islands. The Lab ran the Volunteer’s group. It is hard to trace that history in the SL Wiki and the forum, as both have changed since the group was disbanded. However, Massively reported on the disbanding in an article by Tateru Nino in November of 2009. See: Linden Lab to disband moribund mentor group.

Read more