My account has been placed on hold!

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Ensuring the security and privacy of your account is a top priority for us at IMVU. Our Account Hold feature is designed to prevent unauthorized transactions and safeguard your account from potential threats such as scammers and unscrupulous users.

Your account may be placed on hold for various reasons, including:

Inactivity: We value your account's privacy even during periods of inactivity. If your account remains unused for an extended period, a hold may be initiated.

Suspicious Login Behavior: To protect your account from misuse and unauthorized changes, we may temporarily suspend it if we detect suspicious login behavior, such as unusual transactions or the use of your avatar.

Billing-related Concerns: IMVU continually updates its security protocols to protect your billing information. As a precautionary measure, we may temporarily place your account on hold to prevent fraudulent activities.

Additionally, there are instances where an account is placed on hold until Two-Factor Authentication (2FA) is enabled. This measure is taken to restore disputed accounts to their rightful owners and for other security purposes. If this is the case for your account, please follow the steps in this article: http://im.vu/help925.

What to do if your account is placed on hold

If your account experiences any of these holds, please contact us promptly by filing a ticket or using our VIP chat. If you are unable to log in to your account, this article will show you how to contact us without signing in.

To facilitate the verification process, have the following information ready:

• Name and last 4 digits of the credit/debit/gift card used for purchases
• Email address associated with the account
• City/state/country of registration
• Registered birthday on the account
• Approximate date of your last log-in

In certain cases, we may request additional documents, such as your ID and a photo of you holding the ID. Your consent may also be required. Refer to the following links for guidelines on sending your ID and providing a GDPR-compliant letter of consent.

• Guidelines for sending your ID and Selfie with ID
• How to Write a GDPR-Compliant Letter of Consent

IMPORTANT: If someone else is responsible for your purchases, IMVU may request the authorized payer to verify the transactions. In such cases, the authorized payer should create their own IMVU account and submit a ticket, providing the following information:  

• Payer's full name 
• The username of the account on hold.