What to do if your account was stolen

Share this article! Here's a short link you can use: http://im.vu/help828

While IMVU aims to make every effort to weed out scammers, we also rely on you, our loyal users, to ensure the safety of your accounts. However, if someone is able to obtain access to your account, here’s what you can do:

Reset your password

Sometimes, scammers steal your account without changing the password. You can still log in, but you will notice unusual activity, such as credits disappearing and weird purchases. When this happens, the first thing you should do is change your password.

For detailed steps on how to change your password, check out this article.

It is also recommended that you change your email address to a new active one, especially if you no longer have access to the current address. This will allow you to receive notifications about your account, including password change messages.

It is possible to change your password even if you cannot log in. To know more, here’s an article to guide you.

File a Help Ticket

If you are still unable to gain access, or the scammers changed the email address in your account, you may create a help ticket to contact support for assistance. For those using IMVU Mobile, we've prepared the steps below outlining how you can file a ticket to contact us:

STEP 1. Open your mobile browser and go to support.imvu.com/support/home.
STEP 2. Tap on the hamburger icon on the upper right and tap "Login".
STEP 3. In the slide-out menu, tap Submit a ticket.
STEP 4. Fill out the details of your issue. You may also attach screenshots or other files pertinent to your concern. Afterwards, tap on Submit.

IMPORTANT: Make sure to check the box “I agree to IMVU’s Terms and Conditions” for your case to go through.

In the help ticket, choose General Support, then select Password Issues under General Topics. Please make sure to include the following details:

• Avatar Name (of the compromised account)
• Original Email Address (used during signup)
• Date of Birth (provided during signup)
• City and State/Country of signup location
• Any billing information linked to the account

- Last 4 digits of a credit card
- PayPal email address

• Details on how your account was compromised. 

- Did you share your password?
- Do you share your account with anyone?
- Are you using a shared computer?
 

You may use an alternate account to file a case. If you don't have one, you can follow these steps.

One of the most effective ways to protect your account from scammers is by turning on Two-Factor Authentication for your account. Click here to learn more!