Title: Premium Plus Support Access Error – “You are not allowed to access this page!”
tracked
DimplesApplePie Spicy
Hello,
I am a Premium Plus member and my subscription should include access to Phone Support and Live Chat support options.
However, when I try to access these pages, I receive the following error message:
“You are not allowed to access this page!”
This happens even while logged into my account with an active Premium Plus subscription.
Could you please verify:
that my account permissions are correctly enabled,
and whether there is currently an issue with Premium Plus support access?
Thank you.
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Lettie Linden
Merged in a post:
Premium Support access denied despite active Premium Plus membership
Cole Tender
Per the request of Linden Lab Support, I am submitting this bug report with the information gathered during my support ticket.
As a Premium Plus member, I can no longer access several Premium Support features through the Second Life Support Portal. Instead, I immediately receive the message:
"You are not allowed to access this page!"
The issue affects:
- Live Chat
- Phone Support
- Billing Issues
Because all three sections are affected, it appears the issue is not limited to Live Chat alone.
Steps to Reproduce
- Log into the Second Life Support Portal with a Premium Plus account.
- Navigate to the Premium Support section.
- Click on Live Chat, Phone Support, or Billing Issues.
Expected Result
The selected Premium Support page should open and be available to Premium Plus members.
Actual Result
The page immediately displays:
"You are not allowed to access this page!" and access to the selected Premium Support feature is denied.
Troubleshooting Performed
- I have already tested the following without any change:
- Cleared browser cache and cookies.
- Disabled extensions and ad blockers.
- Used Private/Incognito mode.
- Tested Firefox, Google Chrome, and Microsoft Edge.
- Tested on Windows 10 and Windows 11.
- Tested on an Android smartphone.
- Tested on multiple devices.
- Tested on multiple internet connections, including mobile data.
- Tested during Live Chat operating hours.
The result was the same in every case.
Additional Information
One interesting difference is that Microsoft Edge displays the Boxy 5000 chat bubble, while Firefox and Chrome generally did not during my testing. However, attempting to access Premium Support pages still results in the same "You are not allowed to access this page!" error.
Earlier this year I changed my avatar name. I do not know whether this is related, but I mentioned it during the support investigation in case it helps identify the cause.
Linden Lab Support has confirmed they were able to reproduce the browser-related behavior on their end and requested that I submit this bug report to assist Engineering with their investigation.
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Lettie Linden
This is a known issue, and I will be merging it into an existing Canny ticket.
juliet Avon
i have experienced the same issue,
where i wanted to contact due to a glitch in upload fees on service that are free under the membership, i had to make a manual ticket, for contact and it got solved that way around. its like the membership registration is glitching now and then in some places on the services.
Lettie Linden
updated the status to
tracked
Hello,
Thank you for letting us know! I have been able to replicate your issue. While I cannot provide an ETA on a fix, I have passed this information along to our developers for investigation.
DimplesApplePie Spicy
Lettie Linden Thanks !