How to File and Respond to a Support Ticket

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Got an issue with your IMVU account? Our friendly Customer Support Team is just a ticket away!

Need instructions on filing a ticket via mobile instead? Check out this article!

In this article:

• Submitting a Ticket
• Responding to a Ticket
• Case Status Definitions
• Canceling a Case
• Lost Your Account?
• Helping a Friend with Account Issues
• Important: How We Handle Personal Information in Tickets

Submitting a Ticket

STEP 1: Start a Case

• Visit our Community Center and click on Log In. 
• Select Submit a Ticket.

STEP 2: Fill in Your Details

Complete all required fields. Make sure to choose the right Case Category to ensure your ticket is routed accurately.

• Requester (Email): Your registered email will automatically be added to this field. 
• Subject: Briefly summarize your issue or request.

Tip: As you enter a subject, related articles may appear on the right side of the form that might have the answers you’re looking for.

• Case Category & Topic: Choose the most fitting category and specific topic for your issue or request. 
• Additional Fields: Additional fields will appear based on the category selected so you can provide additional information relevant to your issue. 
• Terms and Conditions: Please review and check this box. You can review our terms and conditions here: https://www.imvu.com/next/policyhub/termsofservice/.
• Description: Describe your issue thoroughly. Including specific error messages and steps leading to the issue can help us resolve it in our first response.
• Attachments: Upload screenshots to help us understand the issue.
• Submit: Click Submit and wait for our response.

Responding to a Ticket

STEP 1: Log In

• Log in to the Community Center. 
• Click on Tickets in the upper-right corner.

Note: You’ll also receive an email with a link to your ticket dashboard after submitting a ticket.

STEP 2: Find Your Ticket 

• Find your Ticket
• Use the filters on the right to quickly locate your ticket by case number. 
• Click on your ticket to send a reply.

STEP 3: Reply

• Click the comment box or Reply to open the comment box.
• When finished, click Reply to send your response.

Note: If you are requested to provide a screenshot or other files, simply click on ‘Attachment.’ To learn more about attaching or uploading files in tickets or chats, please refer to this article.

Case Status Definitions

• Assigned: The case has been sent to a representative for resolution.
• Resolved: 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 representative.
• Needs More Info: The representative needs more details about your issue. If we do not receive a response within 3 days, the case will automatically close. 
• Closed: The case is closed, either due to no response or because it was resolved.

Canceling a Case

If you no longer need assistance, you can close the issue by clicking on 'Close issue' in the upper right corner after you've opened the case. Alternatively, you can leave a note on the ticket to update us on the status or let us know if your issue is resolved.

Lost Your Account?

Don't worry! We’ve made it simple to reach us without signing in. Check out this article to learn how.

Helping a Friend with Account Issues

We appreciate your dedication to helping a friend in need. However, to protect privacy, we must work directly with the account owner. You can assist your friend by showing them how to register a new account so they can file their case and track responses while staying connected with friends.

Note: For privacy and security reasons, account information will only be shared with the verified account owner. Rest assured, we’re here to help!

Important: How We Handle Personal Information in Tickets

To ensure your privacy and protect your account, please note that any support ticket containing personally identifiable information (PII), such as your full name, address, or payment details, will be automatically deleted after 30 days. This is a safety measure designed to keep your information secure.