Hacked account

Posted 21 days ago by Guest

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Guest

My page was recently hacked after buying the emerald vip package… I’m looking to get account or the money I spent on the vip package back , I honestly would prefer my account , I’ve submitted multiple tickets and have yet to receive anything back

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XfariX posted 12 days ago

Hello!

I am very sorry to hear that your account was hacked right after purchasing the Emerald VIP package. Dealing with account theft is incredibly stressful, but please rest assured that IMVU has a dedicated team to handle hacked accounts, and they can restore your access.

Here is what you need to know and do right now:

Response Times: Support tickets regarding hacked accounts or billing take time to investigate because staff must manually verify identity and ownership. It typically takes 24 to 48 hours (and sometimes longer depending on ticket volume) to get a full response.
Do Not File Multiple Tickets: Opening multiple new tickets for the same issue actually pushes your case back in the queue and delays response times. It is best to stick to your first ticket.
Check Your Email: Keep a very close eye on the registered email address connected to that account. Check your Spam/Junk folders too. Look for an official email from IMVU titled 'IMVU Alert: Email address changed' — if you find it, there is a link inside that email that allows you to instantly roll back the email change and recover your account yourself.
Prepare Verification Details: When the billing/security team replies to your open ticket, they will ask for proof of ownership. Be ready to provide them with:
- The original email address used to create the account.
- The city/country where you originally registered.
- Proof of your Emerald VIP purchase (such as the PayPal transaction ID, Google Play/Apple receipt, or the last 4 digits of the credit card used). This financial proof is the strongest way to get your account back!