I already contacted imvu support I never got a response back for awhile my account has been put on hold and I can’t even change the password since I forgot my password I haven’t logged in awhile and I want my account to not be on hold anymore.
Thank you for providing the screenshot. As shown in the image, the system states: 'This account is on hold; please contact Customer Service if you want to change your password.'
Because your account is officially under a security hold (usually due to a long period of inactivity to protect your data), the automated system completely blocks any manual password change attempts to prevent hackers from taking it over.
Since you cannot use the standard password reset tool, you must wait for the official support team to reply to the Help Ticket you already created. Here is what will happen next:
Manual Verification: A customer service agent will manually review your ticket and reply asking for proof of ownership.
Details Needed: Be ready to provide your original email address, the city/country where you created the account, and any billing receipts if you ever purchased Credits or VIP.
Unlocking the Account: Once they verify you are the true owner, they will lift the security hold and send you a secure link to create a new password.
Please do not open multiple tickets, as that will push your request back in line. The team will get back to you to fix this soon!
1 Votes
XfariXposted
18 days ago
Hello! @Surassic
First of all, congratulations on successfully completing the Age Verification process! That was the hardest part, and it means IMVU has officially accepted your identity documents.
To answer your question: Yes, it can sometimes take 5 days or even slightly longer for the hold to be removed after replying.
Here is why this happens and what you should do now:
Manual Queue System: When you reply to an open ticket saying 'I have completed the verification,' your ticket is placed back into the manual review queue for the Billing and Security team. These teams handle high volumes of sensitive requests, which can cause delays, especially over weekends.
Do NOT Send Another Message: It is very important that you do not reply again or open a new ticket while waiting. Sending multiple follow-ups will reset your ticket's position and push it to the back of the queue, making the wait even longer.
Check the Ticket Status Daily: Instead of waiting for an email notification (which can sometimes get lost in the Spam folder), log into the Help Center from a web browser and check the actual status of your case. If it still says 'Open' or 'Pending,' the agent just hasn't reached it yet.
Since you've already done exactly what they asked, your account is perfectly safe. An agent will manually flip the switch to lift the hold very soon. Hang in there!
0 Votes
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Surassicposted
20 days ago
I have a hold placed on my account as well. I already contacted support. I got a response back. I was told that I needed to “verify my age.” My age verification was successful. I was told “Once done, write us back for the hold removal.” I wrote back that I completed the age verification process and to please let me know when the hold could be removed.” It’s been 5 days since I’ve sent the email and still no response. Does it usually take this long to remove a hold?
I already contacted imvu support I never got a response back for awhile my account has been put on hold and I can’t even change the password since I forgot my password I haven’t logged in awhile and I want my account to not be on hold anymore.
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XfariX posted 18 days ago
1 Votes
XfariX posted 18 days ago
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Surassic posted 20 days ago
I have a hold placed on my account as well. I already contacted support. I got a response back. I was told that I needed to “verify my age.” My age verification was successful. I was told “Once done, write us back for the hold removal.” I wrote back that I completed the age verification process and to please let me know when the hold could be removed.” It’s been 5 days since I’ve sent the email and still no response. Does it usually take this long to remove a hold?
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