Common IMVU Billing Concerns

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IMVU is committed to providing excellent customer service for all our users. After all, you are what makes IMVU so great! With that in mind, we have created several entries in our Knowledge Base to provide you with tips and ways on how to answer your toughest questions, including issues with regards to billing. Additionally, we only offer phone support for billing-related concerns such as purchasing issues or unrecognized charges on your credit card bill. We also offer support for general account and site issues through our Help ticket system, as well as our VIP Chat.

Common Billing Concerns and Issues

Purchasing Issues

• If you are encountering difficulties purchasing an item or going through the checkout process, please do not hesitate to call customer support at 866-761-0975.
• If you have received a message that acknowledges your order but asks you to wait for IMVU to review it, please allow us 24-48 hours before submitting a ticket regarding your order. Upon filing a case, Please include the details of your order such as the product purchased, date, avatar name, purchase amount, and payment channel (ie. credit card, PayPal, etc.). To know more about pending orders, click here.
• If you have received an email that asks you to contact customer support for verification of your order, please have your ticket (if you have filed one) or order number (can be found in your Order History) ready, as well as your billing information (last 4 digits of credit card, PayPal email address, etc.), and call us at the number specified.

Refunds

If you are seeking a refund for a duplicate/accidental purchase, please open a ticket by following the steps below:

STEP 1: Click here to go to the IMVU Help Center. 

STEP 2: Click the Contact Us button, then click the Submit A Case button.

STEP 3: For Case Category, select Billing Support. Under Payment Method, select the payment method you used for the purchase. Provide all the important details about your case in the field provided.

STEP 4: Enter the details of your problem or concern in the Description field.

STEP 5: Submit your ticket. Our support team will make every effort to answer your ticket within 24 hrs. 

You may also contact our Billing Support line through the number specified above. Please take note that refunds may be filed ONLY in the following circumstances:

• For items that were erroneously purchased, we can only process refunds if the items can still be found in the customer’s account. The item will be revoked along with the refund.
• You accidentally bought the same item twice.
• You were charged twice for a single item you bought.
• You were charged for a recurring subscription you have previously cancelled.

For items that were erroneously purchased, we can only process refunds if the items can still be found in the customer’s account. The item will be revoked along with the refund.

Unrecognized Charges

If you have found charges on your credit card or a payment account (ie. PayPal, Click and Buy, etc.), please review the date and time that the transaction was made. Children as well as other relatives or friends of the cardholder may have used these payment methods to make purchases.

• If this is the case, please call us (or open a ticket) with the user/avatar name(s) of the accounts and we will work with you on a refund.
• If you do not know the avatar information, please call us (or open a ticket) with the last 4 digits of your credit card and/or email address of your payment account (ie. PayPal, Click and Buy, etc.). We will review the charges and try to work with you on a refund.

IMVU Safety Tips for Parents/Guardians

If you have questions about IMVU as it relates to the IMVU user under your care, please click here for more information.  

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