IMVU: You Say You’re Here to Help—But You’re Not

Posted 8 days ago by Devnity

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Devnity

To the IMVU Team,

I’d like to respond to your recent “Important Notice” stating that you no longer offer phone support but claim you’re still “here to help” via tickets and limited-time chat agents. Let me be clear: you are not here to help—not in any meaningful way.

Once upon a time, IMVU support meant something. We could reach someone directly. We could solve issues through a real conversation. But now? Now we’re given Tuesday through Saturday, 9AM to 6PM, in limited time zones, with a ticket system that takes 3 or more days to reply—and even then, all we get is a copy-and-paste response or another useless forum link.

You claim this is about “streamlining” or “efficiency.” I believe it’s about avoiding accountability. Too many people are speaking up now. Too many people are calling out how IMVU treats its creators and users, and rather than face us, you cut off the phones and pretend ticket replies are enough.

Let me remind you: this is not just a chat app—it’s our livelihood. I, like many others, have worked for years—over 17 years in my case—building catalogs, selling products, and keeping your economy alive. And now, when we have real issues—like withheld payments, broken systems, or violated agreements—you give us less support than ever before.

You force us to go into forums, knowing full well that if your moderators don’t like what we post, it gets removed. And who are those forums really for? They're not support channels—they’re gossip boards where privacy goes out the window. If we post something personal about our account, we’re exposing our issues to an entire community just to be heard by staff. That is not professional, and it’s not respectful.

On top of that, you keep changing your Terms of Service at will. Grandfathered accounts like mine were once protected, but you rewrote the rules so we now have to pay VIP just to keep doing what we’ve done for years. You say we must comply—fine. But where’s the compliance on your end? Where’s the fairness in holding our money while demanding we continue to meet your constantly shifting demands?

You focus all your energy on expansion—phones, chat apps, "Next", new credit systems—and completely ignore the real problems. You’re trying to grow before you fix what’s broken. But no matter how many features you add, the foundation is crumbling. Your creators are the ones who make IMVU work, not the flashy extras. And yet, we’re the ones who are overlooked.

We can’t depend on you. But you can always depend on us—to submit, to follow rules, to keep building, to keep making you money. It’s time that changed.

If you want a future for IMVU, you need to start with listening. Bring back real support. Reinstate communication. Honor your long-time users and stop changing the rules to serve only your bottom line. This isn’t a game for us—it’s our work, our time, our income. And right now, you are failing to respect it.

Wake up, IMVU.

1 Votes

2 Comments

Doompixie posted 3 days ago

Complaining about IMVU's customer disservice department is as meaningful as screaming your frustrations to the sky.

They've made it clear they don't remotely care. We are all little more than wallets to them.

This is why we have cancelled VIP and stopped buying credits. We don't believe in supporting something that doesn't give us a shred of support back.

0 Votes

Marilena posted 4 days ago

I agree with you... I saw like you imvu growing up and many things changed... support was much better years ago

1 Votes

To the IMVU Team,I’d like to respond to your recent “Important Notice” stating that you no longer offer phone support but claim you’re still “here to help” via tickets and limited-time chat agents. Let me be clear: you are not here to help—not in any meaningful way.Once upon a time, IMVU support meant something. We could reach someone directly. We could solve issues through a real conversation. But now? Now we’re given Tuesday through Saturday, 9AM to 6PM, in limited time zones, with a ticket system that takes 3 or more days to reply—and even then, all we get is a copy-and-paste response or another useless forum link.You claim this is about “streamlining” or “efficiency.” I believe it’s about avoiding accountability. Too many people are speaking up now. Too many people are calling out how IMVU treats its creators and users, and rather than face us, you cut off the phones and pretend ticket replies are enough.Let me remind you: this is not just a chat app—it’s our livelihood. I, like many others, have worked for years—over 17 years in my case—building catalogs, selling products, and keeping your economy alive. And now, when we have real issues—like withheld payments, broken systems, or violated agreements—you give us less support than ever before.You force us to go into forums, knowing full well that if your moderators don’t like what we post, it gets removed. And who are those forums really for? They're not support channels—they’re gossip boards where privacy goes out the window. If we post something personal about our account, we’re exposing our issues to an entire community just to be heard by staff. That is not professional, and it’s not respectful.On top of that, you keep changing your Terms of Service at will. Grandfathered accounts like mine were once protected, but you rewrote the rules so we now have to pay VIP just to keep doing what we’ve done for years. You say we must comply—fine. But where’s the compliance on your end? Where’s the fairness in holding our money while demanding we continue to meet your constantly shifting demands?You focus all your energy on expansion—phones, chat apps, "Next", new credit systems—and completely ignore the real problems. You’re trying to grow before you fix what’s broken. But no matter how many features you add, the foundation is crumbling. Your creators are the ones who make IMVU work, not the flashy extras. And yet, we’re the ones who are overlooked.We can’t depend on you. But you can always depend on us—to submit, to follow rules, to keep building, to keep making you money. It’s time that changed.If you want a future for IMVU, you need to start with listening. Bring back real support. Reinstate communication. Honor your long-time users and stop changing the rules to serve only your bottom line. This isn’t a game for us—it’s our work, our time, our income. And right now, you are failing to respect it.Wake up, IMVU.