I cannot log in!

Modified on Thu, 12 Sep at 10:14 AM

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Have trouble logging in? No need to worry!

In this article, we are compiling the common scenarios that may cause you to lose access to your account. Note that these steps apply mostly for the IMVU website. For issues logging into the Chat Software, check out this article.

Also, please read this article to help you avoid losing your account to scammers.

Did someone steal your account, and you simply want to know how to contact us? Click here instead!

I am seeing the error message "Too Many Login Attempts"!
I cannot reactivate my deleted account!
My saved password won't work!
Someone got into my account and changed my email address!
I cannot access both my account and my email
I lost my password, but I can access my email
Signed Up Through Facebook/Apple ID

The error message "Too Many Login Attempts" shows when there are multiple login attempts to your account using the wrong password. This is a temporary lock-out, and you should be able to get back into your account after one hour.

If you still cannot log into your account after an hour, you may contact us through Live Chat (for VIP users) or Help Ticket.

I cannot reactivate my deleted account!

If the reactivation link you received is not working, or if you do not have access to the email linked to your account, we can still help you. Simply file a support ticket through our Help Center. Choose General Support as the category, and then select Disabled Account as the General Topic.

To know more, you can also check this help article.

My saved password won't work!

There are rare times when your saved password won't work when logging in. This is especially true when logging into the IMVU website, and you have multiple passwords saved for different accounts. When this happens, simply delete the auto-filled entry in the password field and type your password anew.

Someone got into my account and changed my email address!

If your account is compromised and the email is changed, 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 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?

Please also read this article to help you avoid the most common ways scammers try to access your account.

I cannot access both my account and my email

This often happens when your account has been taken over, when you disable your account and you cannot recover it, or when you simply cannot access your account and you do not have a working email attached to it.

In this instance, IMVU's Customer Support team will be happy to assist you in regaining your account. All you have to do is file a ticket by following the instructions in this article. Please make sure to state the following information when you file the ticket:

Avatar Name
Original email address (the one you used when first signing up)
The birthday you entered when signing up
Any billing information linked to the account
- Last 4 digits of a credit card
- PayPal email address
The City and State/Country where you signed up from

As soon as we receive the details, our Customer Support team will help you in getting back your account.

I lost my password, but I can access my email

If you can still access the email associated with your account, follow these steps:

Step 1. Go to https://www.imvu.com/next/home/. If you’re on mobile, use your device’s browser.

Step 2. Click on Forgot Username or Password? on the login prompt.

User-added image

Step 3. Enter the email address linked to your account and click Send.

User-added image

A password reset link will be sent to your email address. If you did not receive the email sent to your account, please try checking your Junk or Spam folder.

User-added image

Signed Up Through Facebook/Apple ID

If you signed up for IMVU using Facebook or Apple ID and would like to log in to IMVU with your username/email and password instead, follow these steps:

Revoke App Permissions: Passwordless login is enabled when your IMVU account is linked to Facebook or Apple. To set a password, you must first revoke the app permissions. A comprehensive guide on this process is available in our article here.

Reset Password via Email: After removing IMVU app permissions, if you still have access to the email address associated with your Facebook or Apple ID, follow these steps:

Look for the confirmation email from IMVU and click “Confirm My Email”.
Use this email address on the IMVU sign-in page.
Click on “Forgot Username or Password?”. (Important: Please access the password reset link in Incognito mode or on a different browser.)
This will enable you to reset your password and access your IMVU account without relying on Facebook or Apple credentials.

Note: If you disconnect the Facebook or Apple ID login, you won't be able to reverse this action or use this method to log in to IMVU again.

If you’re unsure about the associated email, contact our support team for assistance after unlinking your account. You can contact support through Live Chat (for VIP users) or create a help ticket.

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