Need help with your account, a payment, a moderation decision or anything else on Primfeed? Our support team is reachable directly in Second Life™, from your avatar.

How to reach us

Send an Instant Message or a notecard to PrimfeedSupport Resident in Second Life.

1. In your viewer, open People or Search and look for PrimfeedSupport Resident.

2. Open the profile and click IM to start a conversation, or drag a notecard onto the profile to send it.

3. Describe your request in one message (see What to include below).

Who answers you

Primfeed support is handled by a dedicated customer support representative: a real person whose job is to look after Primfeed members and their requests.

Why the first reply looks like a bot

The PrimfeedSupport Resident account is run by a bot that connects Second Life to our support tool. When you send your first message, the bot replies automatically to let you know your request has been received.

Every message after that is written by our support representative, a real human, who reads your request and replies to you through the same conversation. Just reply in the IM as you would with anyone else.

How long it takes

Expect an answer within 24 to 72 hours, depending on your request. Simple questions are usually answered quickly; cases that need investigating, like a payment issue or a problem with your account, can take longer.

Your request is already in our queue as soon as you get the automatic reply, so there's no need to send it again.

What to include

To help us solve your request in one go, include:

• What you were trying to do, and what happened instead.

• A link to the post, profile, album or event concerned, if any.

• For a payment: the date, the amount, and what you bought (Primfeed Pro, a gift, a cosmetic…).

• The device and browser you're using, if something isn't working on the website or app.

• A link to a screenshot, if it helps show the problem.

Before you contact us

You might find your answer faster here:

• Common questions: FAQ.

• A post or profile was moderated: Why has my content been moderated?

• You can't sign in and don't remember your password: visit the Primfeed mainstore and click Enable the in-world code login at the desk, then sign in with Login with in-world code.

• A feature idea or feedback: post it on feedback.primfeed.com, or upvote an existing request. Support doesn't take feature requests by IM.