Complaints

This profile includes complaints for Linden Lab's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Linden Lab has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Linden Lab

  945 Battery Street San Francisco, CA 94111

• 

  Linden Lab

  1100 Sansome St San Francisco, CA 94111-1205

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have locked my account and I have submitted tech support tickets but they have gone unanswered for a month. I have spent a lot of money on my avatar and was given no explanation as to why my avatar ********** has been locked. I want them to at least answer the support tickets that I have submitted and explain to me why my account is locked. And best case restore my account to unlocked so that I can access it.

  Business Response

  Date: 04/14/2025

  Hello,
  

  Linden Lab operates Second Life, a 3D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on the Second Life platform is user-generated and operated.

  
  We appreciate Kelly R******* contacting the BBB in an attempt to resolve the above-referenced matter. Following our review of the action taken against Kelly R******** account due to their appeal, we released the hold on their account on April 8, 2025 Kelly R******* was notified and expressed their approval of this action. As we are not aware of any outstanding concerns for their Second Life account, we consider this matter resolved.

  Thank you,

  Linden Lab

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I been waiting for months now for my money and the moment I had got into them if still charging my account without giving access to my money they end up putting a hold on my account. No type of communication for what do ever and my financial funds on my account. I am so upset on how they handle they're business without notifying me and letting me find out by logging in to have a hold where I can not access my funds or anything. Terrible service ever by the way. I need to know where's my money at? And when will I get my money from them?

  Business Response

  Date: 04/14/2025

  Hello,
  
  Linden Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on the Second Life platform is user-generated and operated.
  
  We appreciate Danny H**** contacting the BBB in an attempt to resolve the above-referenced matter. After further review of this individual's Second Life account, we have confirmed reports of unauthorized charges associated with the account. Unfortunately, until these charges are resolved, we will be unable to allow Danny H**** on any account to continue using our Second Life service.

  Thank you,

  Linden Lab

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally appeal the suspension/hold placed on my gaming account, Yasmiona which I have actively maintained for over nine years with a perfect record of compliance. I recently discovered that my account has been placed on hold due to activities conducted by another individual, i was informed via social media regarding her actions I was unaware and did not authorize or consent to any unauthorized transactions made by my former *************** has come to my attention that she engaged in activities that directly violated the platforms terms and conditions, I want to make it clear that I had no part in this misconduct, nor do I condone such behavior. Due to her actions and the consequences they have had on my account, I have since cut off all communication with this individual, as I do not associate with anyone who engages in fraudulent activities or jeopardizes my integrity and standing within the platform. Im very shocked by her behavior, and wouldn't think she would ever do anything to put my account at risk with us being friends. Her actions have took a toll on me and has emotionally impacted me as well because I can no longer be friends with anyone that conducts in that type of behavior.Given my long-standing history of compliance of 9 years with you all, as well as the fact that I run a business through my account as a landscaper and decorator , I respectfully request that my account be reinstated. I have put plenty of years into growing my account and business and will not jeopardize my account. That will be crazy of me to do so after all these years of hard work. I am truly sadden, I have sent 2 tickets and no response. I have clients who land I've been working on that's not completed and this is effecting my business and my clients satisfaction. Ive put to much money in my account over 9 years I would like my account back.

  Business Response

  Date: 03/10/2025

  Hello,
  

  Linden Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on the Second Life platform is user-generated and operated.
  

  We appreciate Yasmiona Resident contacting the BBB in an attempt to resolve the above-referenced matter. We reviewed the account action internally as a result of their appeal, and released the hold on their account on 10 March 2025. Yasmiona Resident was informed of this action, and replied that they understand and accept.

  Thank you,

  Linden Lab

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello; I hadnt been on second life in quite some time and when I logged in my account was put on hold. I put in a ticket, its been 15 days and its still being processed. Im wondering why and Im trying to get back into my account asap or figure out why it was put on hold! Thank you.

  Business Response

  Date: 03/17/2025

  Hello,

  
  Linden Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on the Second Life platform is user-generated and operated.

  
  We appreciate Kit ***** contacting the BBB in an attempt to resolve the above-referenced matter. We reviewed the account action internally as a result of their appeal, and released the hold on their account on March *******. Kit ***** was informed of this action, and replied that they understand and accept.

  Thank you,

  Linden Lab

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to log into second life after being off the game for about 2 or 3 months and i came back to my account being on hold and im trying to figure out where the hold came from because i haven't been on in the past ***** days. i haven't recieved a email or recieved any compensation for anything. i havent gotten a answer for why my account is on hold. I have spent countless amounts of money on this game and i will not be giving my account up for some stupid reason. all i want to know is why i am currently on hold. because i haven't logged in recently

  Business Response

  Date: 03/10/2025

  Hello,
  

  Linden Lab operates Second Life, a 3D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on the Second Life platform is user-generated and operated.
  

  We appreciate y2kgalore Resident contacting the BBB in an attempt to resolve the above-referenced matter. Following our review of the action taken against y2kgalore Resident account due to their appeal, we released the hold on their account on 10 March 2025.   y2kgalore Resident was notified and expressed their approval of this action. As we are not aware of any outstanding concerns for their Second Life account, we consider this matter resolved.

  Thank you,

  Linden Lab

  Customer Answer

  Date: 03/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Y2k Galore

• Initial Complaint

  Date:03/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently discovered that my account, *********, has been placed on hold, but I did not receive any notification or explanation regarding the reason for this action. I would appreciate any clarification on why this hold was placed and whether it can be lifted.Please let me know if any further action is required on my end to resolve this issue. Looking forward to your response.

  Business Response

  Date: 03/12/2025

  Hello,
  

  Linden Lab operates Second Life, a 3D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on the Second Life platform is user-generated and operated.
  

  We appreciate Bambi Bambi contacting the BBB in an attempt to resolve the above-referenced matter. Following our review of the action taken against Bambi Bambi's account due to their appeal, we released the hold on their account on 10 March 2025. Bambi Bambi was notified and expressed their approval of this action. As we are not aware of any outstanding concerns for their Second Life account, we consider this matter resolved.

  Thank you,

  Linden Lab

• Initial Complaint

  Date:02/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My issue is with second life ( linden lab ) i have account on sl for ****** that i have spent alot of money time and energy on it. Like more than thousands of USD. 5 days ago out of no where they put a hold-on my account cant log it in aside from creating a ticket. I have business inside second life where i run simulator for developers to sell their stuff there ( nothing against ToS here ) just explaining how dire my situation is that may cause damage to my reputation and losses to developers i am associated with all cause linden lab decided to hold on my account without giving any reason or any response. What i need help from BBB is to aid me make them reply to my ticket #******* to resolve this as quickly as possible cause its affecting all things i mentioned above of course my mental health as well as i have done nothing wrong to deserve such a treatment.

  Business Response

  Date: 03/03/2025

  Hello,
  

  Linden Lab operates Second Life, a 3D virtual world, or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated gameplay. Most content on the Second Life platform is user-generated and operated.
  

  We appreciate ******** ****** contacting the BBB in an attempt to resolve the above-referenced matter. Under our Community Standards policy, real-life images, avatar portrayals, and other depictions of sexual or lewd acts involving or appearing to involve children or minors are not allowed within Second Life. When detected, individuals and groups promoting or providing such content and activities will be subject to sanctions, which may include termination of accounts, closure of groups, removal of content, and loss of land or access to land. Such behavior was discovered on ******** Hammads account, and as such we are unable to allow this individual to continue using our Second Life service.

   

  Thank you,

  Linden Lab

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 23002416
  
  I am rejecting this response because: that is something i would never do i wrote them another appeal under ticket: #******* cause they closed my current one i also left them this message in it.  In case they dont see it and recloses it kindly show it them again please. ( Note i would like to add too, anime avatars are not child play or looking minor, like the vrchat avatars second life also has anime avatar so this might be mis understanding ).

  ''  Dear Linden Staff,
  I am writing to formally appeal the termination of my account, Yum Suki, due to an alleged violation of Second Lifes Terms & Conditions regarding ageplay. I want to make it absolutely clear that I have never engaged in, supported, or condoned any form of ageplay. I am strictly against any behavior that involves minors or the portrayal of minors in inappropriate contexts, and I take this matter very seriously.
  I believe this action against my account may be due to a misunderstanding related to size difference preferences in my content. Size difference is not ageplayit refers to fully consenting adult avatars with a notable height or body size contrast, such as a petite adult woman and a larger male partner. This is a common theme in various media and does not involve any underage depictions or implications.
  I ensure that all of my interactions and content within Second Life remain strictly 18+ and compliant with the platforms policies. I also actively avoid any users, groups, or settings that could even remotely suggest ageplay or violate the rules. My intentions have always been to engage in Second Life responsibly, and I would never participate in anything that violates the Community Standards or Terms & Conditions.
  English is not my first language, so if there has been any misinterpretation of my content or interactions, I kindly ask for a fair review of my case. I am more than willing to cooperate and clarify any concerns regarding my activities to demonstrate my commitment to following the rules of Second Life.
  I respectfully request that my case be reconsidered, as this termination appears to be based on a misconception rather than any actual violation. I sincerely hope Linden Lab will take this into account and allow me the opportunity to continue being a responsible member of the Second Life community.
  Thank you for your time and consideration. I appreciate your attention to this matter and look forward to your response. ( Note i would like to add too, anime avatars are not child play or looking minor, like the vrchat avatars second life also has anime avatar so this might be mis understanding )
  Sincerely,
  Yum Suki  ''
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 03/06/2025

  Hello,
  

  Linden Lab operates Second Life, a 3D virtual world, or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated gameplay. Most content on the Second Life platform is user-generated and operated.
  

  We appreciate ******** ****** contacting the BBB in an attempt to resolve the above-referenced matter. Under our Community Standards policy, real-life images, avatar portrayals, and other depictions of sexual or lewd acts involving or appearing to involve children or minors are not allowed within Second Life. When detected, individuals and groups promoting or providing such content and activities will be subject to sanctions, which may include termination of accounts, closure of groups, removal of content, and loss of land or access to land. Such behavior was discovered on ******** Hammads account, and as such we are unable to allow this individual to continue using our Second Life service.

   

  Thank you,

   

  Linden Lab

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23002416
  
  I am rejecting this response because:
  ( That is a pretty wild accusation there, i asked for evidence or need evidence that proves i did this. Because this really subjected to people views. Maybe they view anime characters as under age or something which is really wild and uneducated. I demand evidence for this and they have 110$ on my account as rl money thats kinda theft too ) 

  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had two support tickets in on two different avatars **** Charming and **** ********.(the support tickest should be under their own account they both have the ticket but it is an exact copy under each not the two separate i had posted. Don't know how they did that). They got combined with a new date the original date was Jan. 6th that ticket is nowhere to be found. But no one has contacted me, no response at all, both accounts are blocked now over a bill i don't owe. i tried to contact billing last week by phone but all i get is a recording that said I was calling at the wrong time on two different days however, i was in the appropriate times, and it dropped my call. i verified the times Then this week it rings through and says looking for a person to help me then comes back on line and says no one to help and drops the call. I had land i dropped the land before the billing date and dropped my tier down. I know i dropped the land close to the billing date so expected to get a bill then and then an adjustment since i no longer owned the land, in both cases. instead they did not adjust off the month i didn't own it and blocked my avatars from logging in till i pay it.

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nomvember 18th, 2024 I am writing to file a complaint against Second Life and Linden Labs regarding the recent activity of my account, ON HOLD. As a citizen of Second Life over 17 years, I was disappointed to find that my account was being reviewed without prior notice or explanation. This has caused me significant inconvenience and disruption with my wife and business responsibilities in Second Life. Besides my friends wondering what is going on, my online businesses are faulting causing extreme hardship for myself and others relying on me due to my absence. The account, ******* Gi***, has been ON HOLD now for almost a month, leaving bills and responsibilities in jeopardy. On top of my account ON HOLD, Tilia, Linden Labs financial department, has tried to ruin my credit by charging my DIS****** ** for my ON HOLD account $680, I dropped the ** card because the account was ON HOLD! Then ***** tried a second ** that I blocked $1200 with multiple charges on multiple accounts, unable to get into my Account to verify charges. They also tried my Bank and the bank told them that they are fraudulent charges till the Second Life account is satisfied. I have called a dozen times, talking to half a dozen Support Staff and several support tickets, and only to get the answer, "We apologize for your inconvenience."One of my many responses below: (Dated November 27, 2024)Thank you for verifying security with us! As Pr**** discussed, your ticket has been escalated to our Accounts team to investigate a possible issue. I'm very sorry for the long delay; I've brought this directly to the attention of the Accounts manager so they should be able to get back to you very soon.Regards,(name) Linden (he/him)Supervisor, Support Operations - Customer Success Team ********************** This is still on-going review with account not resolved **** ****** (******* *****)

  Business Response

  Date: 12/23/2024

  Hello,

  
  Linden Lab operates Second Life, a 3D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on the Second Life platform is user-generated and operated.

  
  We appreciate **** Wicker contacting the BBB in an attempt to resolve the above-referenced matter. Following our review of the action taken against **** ******** account due to their appeal, we released the hold on their account on 12/17/2024. **** ****** was notified and expressed their approval of this action. As we are not aware of any outstanding concerns for their Second Life account, we consider this matter resolved.

  Customer Answer

  Date: 12/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ****** *****, an EU citizen from *****. My brother ***** and I were active users of Second Life, the virtual world managed by Linden Lab, until a serious incident occurred around 2009/2010. After an argument with another user, my brothers account was hacked. The hacker used his account to commit a serious violation (ageplay), leading to the permanent banning of all accounts associated with our home IP ********** the time, I was unaware of the situation, but I was unjustly banned despite never violating any rules. Years later, in 2019, after countless failed attempts to clarify my innocence, Linden Lab finally acknowledged that the offending account, ************, belonged to my brother. It became evident that my only fault was sharing the same home IP ********** resolve the issue, I provided Linden Lab with extensive documentation, including separate identity cards for myself and my brother, as well as a signed statement from him confirming his ownership of the account. ********************** recognized my distinct identity in a support ticket (#*******), and I was reassured that the matter was resolved. However, in 2024, my new account was banned again for the same reason, despite the previous acknowledgment of my innocence.Since then, I have repeatedly contacted Linden Lab to explain the error, but their responses seem automated, ignoring the detailed documentation Ive provided. This ongoing issue has caused significant emotional, social, and financial harm, particularly during the pandemic, when Second Life became a vital source of connection and support for **** am attaching all the complete files, including a detailed case description, official documentation, and correspondence with Linden Lab, to provide further context and proof of my innocence.Thank you for your attention, and I am available for any additional clarification or information.

  Business Response

  Date: 12/04/2024

  Hello,

  
  Linden Lab operates Second Life, a 3-D "virtual world," or online, immersive communications system, which enables users to meet, communicate, view graphics together, and engage in a variety of user-generated game-play. Most content on the Second Life platform is user-generated and operated.

  
  We appreciate ****** ***** contacting the BBB in an attempt to resolve the above-referenced matter. We reviewed the account action internally as a result of their appeal, and released the hold on their account on 04 December 2024. ****** ***** was informed of this action, and replied that they understand and accept. We consider this matter resolved.

   

  Thank you
  

  Customer Answer

  Date: 12/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****