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The item you're seeing on your credit card is, in fact, not charged to your account - you have not been charged. This is a hold (also called an "auth") that the bank places on your account to ensure funds are available when your order is reviewed and IMVU is ready to complete the transaction. If IMVU decides not to complete the transaction - for whatever reason - this auth will expire in 3-5 business days (it's determined by your bank) and the funds will be freed up for you to use again.
If you've made multiple attempts to purchase items and all are pending, it will appear as though IMVU is charging you multiple times. However, that is just the auth—not an actual charge. If you need to have these auths released, it is recommended that you contact your bank and ask them to cancel them. IMVU and our billing team are unable to help release these funds.
IMVU is committed to reviewing your orders quickly and releasing those pends in a timely fashion. 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 you may need to submit proof of ownership of the card.
If you are contacting us outside our service hours, you may also file a ticket through our Support Center.
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