Resident Support Guide
Searchable reference for SL Mentors — covering frequent questions, key in-world locations, and ready-to-use scripts for helping new residents.
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Premium Plus has a checkbox during signup — if ticked, you pay more ($20.75/mo annual or $29.99/mo monthly) but receive the L$650/week stipend and L$3,000 signup bonus. If unticked, you pay less but get no stipend or bonus. Annual billing saves significantly across all paid tiers.
This is a bake fail — your avatar textures haven't loaded properly.
Ctrl+Alt+R)If stuck as "Ruth" (old default), have them wear a complete outfit from Library: Inventory → Library → Avatars.
Usually caused by inventory not fully loading or high sim lag.
If a HUD seems lost, try Avatar → Avatar Health → Reset Skeleton & Animations and relog.
You can put together a solid, modern-looking avatar without spending a single L$. Here's how:
Always point residents to Avatar → Avatar Welcome Pack first — it's built into the viewer and requires no travelling. The Firestorm Social Island is a good secondary option for under-90-day accounts wanting more variety. Make sure any clothing found elsewhere is compatible with the chosen avatar's mesh body.
250–270 L$ per US$1.The Premium Plus stipend and signup bonus are only available at the higher price point ($20.75/mo annual or $29.99/mo monthly) — not all Premium Plus plans qualify. Failed purchase? Direct residents to Help → Support Portal → Billing. Never ask for or accept L$ as a mentor.
Limits: Free accounts can join up to 42 groups; Premium up to 70.
Joining: Search via People → Groups → Search or click a group sign in-world.
Silencing notices: Right-click the group → Edit → uncheck Receive Notices.
Active tag: Only one group tag shows at a time — click the group → press Activate.
To avoid accidentally leaving groups, tell residents to activate None at the top of their groups list — this means no group is active, so they can't inadvertently trigger a group-related action. It's a simple habit that prevents a lot of confusion.
Items are rarely truly lost. Work through these steps:
Marketplace purchases can be re-delivered at no charge from the resident's order history at marketplace.secondlife.com.
Linden Homes (Premium): Premium members get a free Linden Home — themes include Bellisseria, Traditional, Houseboats, Stilt Houses. Claim via secondlife.com → My Account → Get a Linden Home.
Renting from estates: Many estate owners rent parcels for L$/week. Search Land Rental on Marketplace or in-world classifieds.
Buying mainland: Requires Premium and uses the L$ land auction system. Not recommended for newcomers.
Newcomers often confuse "renting" (paying L$ to a private landlord) with "owning" (paying tier to Linden Lab). Always clarify the difference.
Teleport failures are common under high server load.
Remind newcomers about flying: Page Up to ascend, Page Down to descend, F to toggle fly mode (viewer-dependent).
Ctrl+Shift+S.As a mentor, do not intervene directly with griefers — report only.
Blocking is local to the viewer only — it doesn't globally ban the user. Only Linden Lab can do that via the AR process.
Firestorm users: toggling Preferences → Sound & Media → Enable Voice off and on resolves most intermittent drop-outs.
This is one of the most commonly asked questions from new residents. Handle it professionally and without judgement — adult content is a legal and fully supported part of Second Life.
Before pointing or taking a resident to the Adult Hub, you must ask them directly if they are 18 or over and wait for an explicit confirmation. Do not proceed until they have confirmed this in chat.
Never assume age. The confirmation must come from the resident in chat — this protects both them and you. If they decline to answer or seem evasive, politely end the conversation on this topic.
Keep your opener friendly, brief, and non-intrusive. Many newcomers feel overwhelmed — don't flood them with information right away. Give them space to respond.
If they don't respond, give it 2–3 minutes before a gentle follow-up. Some residents are still figuring out how to type in chat.
Slow down. Ask one question at a time. Mirror their pace — if they're typing slowly, don't flood them with walls of text. Identify one goal and focus on it entirely.
If they can't articulate a goal, offer concrete options: explore somewhere new, customise their avatar, find people to meet.
It's always better to say you don't know than to give incorrect information. Misinformation causes real frustration — residents trust mentors.
Mentors are volunteers. You are never obligated to tolerate abuse. Stay calm, remain professional, and disengage if needed — your wellbeing comes first.
If they continue, simply stop responding. Mute them and report to a senior mentor or via AR if they are harassing others. Do not engage in arguments.
End every interaction positively — even brief ones. Leave the door open for follow-up questions. A summary of what you covered helps them remember the steps.
Log any recurring confusion patterns you notice — valuable feedback for the wider mentor team.
Mesh bodies are one of the most confusing topics for newcomers. Use a simple analogy before going into technical detail.
This is one of the most common requests. You must get explicit age confirmation before directing or taking a resident to any adult area. Do not skip this step.
Never assume age based on how someone presents their avatar or how they write. The confirmation must be explicit and in chat.
CLARA is a five-step framework for nonviolent communication and de-escalation. It shifts a conversation from a win-lose argument to a collaborative dialogue — ideal for mentors handling frustrated or confrontational residents.