Information needed for Chargeback-related issues

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Thanks for reaching us at our Community page! We understand that you wish to reclaim your account that is currently disabled or placed on hold due to chargebacks. We're here to help!

Please follow the instructions below:

Step 1: We will need you to verify a few information related to your account. Rest assured that all the information you will provide will remain confidential and will not be used or stored for any other purposes.

Important: You don't need to provide information that is not applicable to you. But we encourage you to provide as much information as you can for this process to go as smoothly as possible.

• Your first and last name

• The Date of Birth listed on the IMVU account

• The current email address registered on the account

• The very first email that you used to register the account

• The last 4 digits of your credit card (only if you've used one)

• The billing address associated on your credit card

• Your PayPal email address (only if you've used one)

Additional information

Tell us who you are and follow the questions associated to your identity (Copy and paste your identity on your response to the ticket)

• I am the owner of the IMVU account and the payment source used.

• I am the owner of the IMVU account but not the Payment Source used.

• I am the owner of the Payment Source but not the IMVU account.

If you are the owner of both the IMVU account and the payment source used. We just need your first and last name.

If you own the IMVU account but not the payment source used, please provide the following:

• Your first and last name

• The first and last name of the payment source owner (e.g., Credit card, PayPal etc.)

• Your relationship to the payment source owner

If you are the Payment Source Owner, but not the IMVU account, please provide the following:

• Your first and last name

• The first and last name of the IMVU account owner

• Your relationship to the IMVU account owner

Step 2: Send us the copies of the following documents:

Important: We will not store or use your documents for any other purposes. These will automatically be deleted by our system 7 days after you submit them.

1. A copy of your ID showing your picture, your date of birth, name and expiration date
2. A picture of you holding your ID. (Still showing the details mentioned above)

It is very critical that you follow the specified format above before you submit your documents. For more information regarding our guidelines when sending copies of your documents, please visit this Knowledge base article: im.vu/help910

Step 3: You will need to settle the Chargeback amount, plus the Chargeback fee by sending it to our PayPal account "sales@imvu.com".

Note: 

• If you are being required to reverse the disputed transactions, you only need to settle $50 for the Chargeback fee.

• We can only allow the IMVU Account Owner to settle the Chargeback/Chargeback fee. If a different person will do the settlement, that person needs to have previous purchases on the IMVU account and have passed our Fraud requirements (Customer Verification)

If you do not have a PayPal account, please create one.

IMPORTANT: For accounts with no Chargeback reversals, we will only accept your payment once Step 1 and 2 is already completed. So please make sure to complete the first 2 steps first. 

Copy all (Questions and Answers) and paste them in your response to the ticket and you're all set.