Update 03/01/2021: Due to increased RL demands, including Karsten’s 60+ hour workweeks and and a chronic illness in the family, we are asking our customers to please expect longer than usual turnaround times on customer service inquiries. It may take us 5-7 business days to respond to your message. If your problem requires an actual fix to a game, it may take Karsten several weeks to investigate your issue and correct it. We apologize for any inconvenience.
Contact within SL: To make it abundantly clear, you are not required to use the contact form below or e-mail us. If you’re a Second Life customer and prefer to contact us from within the Second Life platform, please IM VelvetPurrsons directly.
*** We will not respond to notecards and one-word IMs (such as “hey” or “help”). We cannot open or send notecards over e-mail. ***
If you prefer, you can e-mail us or fill out the contact form below. If you need to contact us about a technical issue, here are some tips that will help us resolve your issue more quickly:
- Please include your virtual world account name if you use the form below to contact us. This allows us to look up your purchases in our company database.
- Per our Support Policy, we must speak to the actual product owner. Please do not contact us on behalf of another person.
- If you are having a problem, please go ahead and describe exactly what is happening the first time you contact us. This will allow us to get right to work on your issue.
- Please understand that it may take up to seven business days to receive a response from us. We apologize for any inconvenience, and thank you for your patience.