Account on Hold

Maybe I should've included an example of what I meant by blowing trivial issues out of proportions so here is a link to a forum post that can serve as such an example. 

As stated in my previous comment: Accounts placed on hold are not a trivial issue 

I know that some of the forum moderators often state that the response time to a help ticker is 5 to 7 days. I am unsure why they still make such claims because they must have noticed that so many IMVU users report that they have waited several weeks to slightly over a month; including VIP subscribers. 

I don't doubt that you have so far stayed calm and cool. But in my previous comment I still felt it necessary to remind everyone who reads forum posts that it won't work in their favor by expressing complaints about how feel about the way IMVU Staff and Corporate Management treats their customers. Too often in the forums do I see folk whom lose their cool even for valid reasons. It's like they probably forgot that IMVU most likely keeps tabs on the behavior of their customers.... this is known as a social credit score or social rating score. Appealing to the ego of Staff and Corporate Management in any company or site often seems to raise social credit or social rating score. On a help ticket as compared to a forum post it's even more important to be humble and appealing especially if one feels the opposite way. 

Thanks for sharing your thoughts, but I want to clarify a few things.

I haven’t been disrespectful at any point in this process. I understand that IMVU staff have limited resources and that account holds might not be a top priority but they should still remain a serious matter. I've been VIP for years, I've also invested hundreds of dollars into my account. When the account is put on hold, it limits all functions that make imvu enjoyable.

 I’m also genuinely grateful that my account was protected from potential unauthorized access as I have been on leave.  

That said, IMVU’s stated response time is 5–7 days, and it’s now been over a month without any reply — not even an automated acknowledgment. I believe it’s fair to expect some form of communication or update, especially when users are following the process patiently and respectfully. Again, I've waited a month before even posting on the forum. A few other people who have contacted imvu, have said they waited months so I wanted to know if this is now the normal. 

I’m not trying to blow anything out of proportion — just advocating for a reasonable level of transparency and consistency. If the wait times are longer than advertised, they should be updated so users aren’t left in the dark.

Thanks again for your input.

IMVU Staff are busy doing important things and have limited resources to deal with all the help tickets they are getting about trivial issues that IMVU users are blowing out of proportion. 

Accounts placed on hold are not a trivial issue but IMVU has a policy that everyone is treated equally when it comes to waiting our turn in the que to get a help ticket processed.

You will just have to be patient and wait until it's your turn to get a response on your help ticket.

Once this happens IMVU will probably ask that you prove that you are the same person whom created the account. This can be done by getting a close up selfie picture made. On that selfie you will need to hold a valid identifying card or document with a picture of yourself. That card or identifying document needs to be held next to your face when the selfie is photographed and it must be clear enough to see your name and other personal identifying information written on it. Valid drivers license or passport are probably best to use. 

The Staff processing your case may also ask about previous payment transactions made like account upgrades and credit purchases. They might also ask about the e mail address associated with the account. They might even require that a 2 way account authentication is used to ensure you are also owner of the e mail address associated with the account.

This whole process might take a couple months after the first response to the help ticket happens. This because the back and forth correspondences take time. 

It's important to remember that a help ticket case will automatically close if the IMVU user isn't prompt in replying back while the IMVU staff are not obligated to follow same protocols. This can seem very frustrating like there is a massive double standard. 

Under no circumstance should the IMVU user who filed the help ticket express anything that can be interpreted as disrespectful towards IMVU even if the IMVU user feels like the Staff isn't following the same protocols. Likewise under no circumstance should the IMVU user who filed the help ticket express anything that can be interpreted as disrespectful towards IMVU if the user feels that the Staff are responding with generic automated replies. 

It's very helpful to express how thankful you are that IMVU cared so much about the account that they placed a hold on it as protection from unauthorized use by hackers. Doing this might feel extremely frustrating but it helps to appeal to the ego of the Staff.  

Be very patient, try to stay calm / cool and follow the instructions if you want the hold on the account to be removed.