My order is pending. Why?

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IMVU has a ton of security measures in place to protect your financial information. This means that we sometimes have to put your order on pause while we verify your account details.

Why is my order still pending?                                                    

ALL orders that go through our system are checked for any traces of possible fraud and inconsistencies. This way, we could stop an unauthorized person from making a successful purchase.

Credit, Debit or Gift Card

Upon review, a credit card order can be pended for a few reasons. For example, if you are under 18 we will require consent from the cardholder to verify that the charges are authorized. An order could also be pended for review by our team in order to make sure that it was indeed the card owner who made or authorized the transaction.

If further information is required from you in order to verify your order, you will receive a notification via email and your IMVU message box. 

If you wish to get your order through immediately, you may contact us through the Live Chat link you will see when your order has been placed on hold. You are also welcome to verify your purchase by contacting our Billing Support team at 866-761-0975 (US toll-free) or 650-321-8334 (International). Our phone lines are open every day from 6AM to 6PM Pacific Time. We may need to ask you some verification questions, or may need you to submit proof of ownership of the card.

If you are contacting us outside our service hours, you may also file a ticket under the Contact Us section of our Help Center.

Please note: If an order is not completed 7 days after the initial purchase it is considered canceled and your card will not be charged.  

PayPal

Orders made via PayPal may be pended because of PayPal’s own security check or ours. You may contact either IMVU or PayPal to check on these transactions, but they can only be processed by the end on which they are held. For example, if IMVU has not yet received the order details from PayPal, they need to relay it to us first. If the process had pended on our end, however, our team will process it as soon as possible, usually in less than 48 hours.

Mobile/SMS payments

Orders bought through the phone or through other means may only be processed by the third-party payment processor involved in the purchase. We recommend contacting the processor’s Customer Support in order to follow up on these transactions. You should have received a text or two when you placed your order. Please read this article for more information.

In-App Purchases

Note that in-app purchases (made through IMVU Mobile) are mediated by either Google Play or the Apple App Store (depending on your device). Please read this article for more information.

If my order is still pending, why did you charge me for it already?               

The item you're seeing on your credit card is in fact not a charge to your account - you have not yet been charged. This is a hold (also called an "auth" or “pending authorization”) that the bank places on your account to ensure that funds are available when your order is reviewed by IMVU. If IMVU decides not to complete the transaction for whatever reason, this auth will expire depending on the bank’s policy (usually, this may take up to 3-5 business days) and the funds will be freed up for you to use again.

If you've made multiple attempts to purchase items and all were pended, it will appear as though IMVU is charging you multiple times. However, these are not actual charges, simply auths. If you need to have these auths released, it is recommended that you contact your bank and ask them to cancel the hold. IMVU and our billing team will be unable to release these funds from our end.

IMVU is committed to reviewing your orders in the soonest time possible. We appreciate your patience, but if the order has gone over 2 business days without being released, please file a case and we'll respond promptly.