My friend has an account issue

Modified on Fri, 20 Sep at 5:17 PM

Share this article! Here's a short link you can use: http://im.vu/help641

Note: These steps can also be used if you need to file a case for an account you lost.

We love seeing the strong friendships within our community! We understand your desire to assist a friend in need. However, for privacy and safety reasons, we need to communicate directly with the account owner to provide help.

Instead, you can guide your friend through creating a new account (you can find a helpful guide here). Your friend can use this new account to contact us, monitor, and respond to the assistance provided. They can still interact with you and others while we work on their main account!

Once they are logged in to an alternate account, you can walk them through the following steps:

Filing a New Help Ticket

Click Submit a ticket on the Community Center landing page (support.imvu.com). You can track all your submitted support tickets from the Tickets portal. Note that submitting multiple cases about the same topic can prolong our response times.

Please enter a very thorough Description of the problem. We would love to be able to solve your concern in our first response. When reporting errors or any issue, please include exactly what error message you are receiving and/or what happens before and after.

Case Status Definitions

Assigned - The case has been sent to a team member for resolution.
Solution Suggested - We have recommended a resolution to your problem. After seven days without a reply, this case will automatically close.
Needs Reply - The case is awaiting reply from the a team member.
Needs More Info - The team member needs more details about your issue.
Work in Progress / Being Processed - The case is currently being worked on.
Closed - The case is closed.

Canceling a Case

Click on the support ticket you'd like to close. From within the ticket, click on Close issue.

What do I tell my friend to write in the case?

Please make sure to include the following details:

The avatar name for the account that was hacked
The original email address used to set up the account (if your address has been changed and needs to be restored, we will return the email to the original address you used to set up the account up and notify you when this is completed)
The birthdate you used to register the account
Any billing information that has been linked to the account (last 4 digits of credit card, PayPal e-mail address, etc.)
City and Country where the account was first created.
Any information on how this person obtained your password (someone has to have your password to access your account) -- Did they ask you for your password? Did you give your password out? Does anyone else share your computer? etc.

Note: To protect our users, we will not be able to disclose any information regarding an account except to the verified account owner. Rest assured that as soon as we receive the case, one of our representatives will assist in resolving the issue.