I need to file a case, but I can't login to my account

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If you're unable to log in to your account, don’t worry—we’ve made it simple to reach us without signing in. Just follow these steps to submit a ticket:

Step 1: Visit Our Support Portal

1. Go to support.imvu.com. 
2. Click on Submit a Ticket.

Step 2: Fill Out the Ticket Form

Here’s what you’ll need to complete: 

• Email: Enter a valid email address to receive updates on your ticket. 
• Subject: Briefly summarize your issue or request in a few words. 

• Tip: As you type, related articles may appear on the right. Check them out; they may answer your question. 

• Case Category: Choose Account Issues. 
• Topics: Select the topic that best fits your situation, such as: 

• Password Issues
• My Account was taken over
• My Account was placed on hold
• My Account was disabled

• Terms and Conditions: Review and accept our Terms and Conditions (available here).
• Description: Describe your issue in detail. For faster assistance, please provide: 

• Avatar Name
• Original email address (from when you first signed up)
• Birthday entered at signup
• Any billing information (last 4 digits of a credit card or PayPal email)
• City and State/Country where you created the account

• Attachments: Upload any relevant screenshots to help us better understand the issue (optional).

Step 3: Submit Your Ticket

After completing the form, click Submit. Our team will review your ticket and respond to you soon. You will receive a reply via email.

Important: How We Handle Personal Information

To protect your privacy, any ticket containing personal information (PII)—like your full name, address, or payment details—will be automatically deleted after 30 days. This keeps your data safe and secure.