My order is being blocked. Why?

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Wanted those credits but always running into an error message whenever hitting “Checkout”? No need to worry. Here are the most common reasons why an order may be blocked or rejected by our system.

Credit, Debit or Gift Card

       Typographical errors

Orders made through a card depend on the card information that the customer types in. You will be asked for the following when making the purchase:

• Card number

• Name on the card

• Address

• Expiration date

• CVN or Card Verification Number (also called the CVC or Card Verification Code) which is the 3- or 4-digit number at the back of the card.

Any typographical error on any of these information may result in the card order being rejected. For example, typing in “4262 E. Crimson Way” instead of “4262 E Crimson Way” (a difference of a single dot on the “E”) might be enough to void the transaction. It is important to always type in the information as it appears on the card when it was registered.

    Tags

As well, a card might be rejected because of certain "tags" that the card provider placed on it. For example, a card tagged as having been reported lost or stolen will automatically be blocked.

          General Decline Notice

IMVU might receive a general decline notice from the card provider wherein no further information will be disclosed to us. On either case, we recommend contacting the card provider directly in order to take care of the issue.

          Insufficient Funds

Of course, there is always the event that insufficient funds might be on the card. Some card providers charge processing fees, which would stop an order from going through if one has only exactly the order amount on the card.

          Security Check

IMVU might also block the orders from our end as part of a security check. If you have made sure that all of the above factors have been checked, and the issue still persists, you may file a ticket under the Contact Us section of our Help Center. You can also contact our Billing Support team at 866-761-0975 (US toll-free) or 650-321-8334. Our phone lines are open every day from 6am to 6pm Pacific Time.

PayPal, and Other Payment Methods

For purchases that use PayPal or other third-party payment processors, the rights to block the order exists solely on the processor’s end. IMVU does not place (nor can we process) blocks on these orders. It would be best to get in touch directly their respective Customer Support in order to check any transaction issues.

Orders on Hold

Then again, your orders may not be blocked -- they might just be on hold and pending review. Please refer to this article for more information.