Changes to IMVU Support

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We’re updating how we provide support to better serve you. Here’s what you need to know:

Will IMVU continue to offer phone support?

As of June 1, 2025, phone support will be discontinued. All users can continue to get help through our Community Center, where you can submit a ticket or explore helpful FAQs. Live chat support will remain available exclusively to VIP members during designated hours.

Will live chat still be available for VIP members?

Yes! VIP members will continue to have access to live chat support. Starting June 1, 2025, our updated live chat hours will be: Tuesday to Saturday, 9:00 AM to 6:00 PM Pacific Time.

How can I get help outside of live chat hours?

You can access support anytime by:

• Submitting a ticket through our Community Center

• Exploring our extensive library of FAQs and help articles, available 24/7

These self-service options are designed to help you find answers quickly and easily

Why is IMVU making these changes?

We're making these updates to streamline our support experience and focus on the channels that provide the most effective, timely, and scalable assistance. This allows us to serve more users while maintaining high-quality support.

Will it take longer to get help now?

Response times may vary slightly during the transition, but our goal is to continue providing timely, helpful, and accurate support. We appreciate your patience as we improve the support experience for all users.

Will live chat support be available on public holidays?

Beginning June 1, 2025, live chat support will be available Tuesday to Saturday, from 9:00 AM to 6:00 PM Pacific Time. These hours will remain the same even if they fall on a U.S. public holiday.

How can I share feedback about the new support system?

We welcome your feedback! You can share your thoughts through our support channels, the Community Center forums, or our official Discord. Your input helps us improve the support experience for everyone.

Join our official Discord: https://discord.com/invite/imvuofficial

Is the transition to the new support hours permanent?

Yes. The new hours will take effect starting June 1, 2025. While there are no planned changes at this time, we may adjust based on user needs and support trends in the future.

Will there be any delays in support during the transition?

We aim for a smooth transition without delays. While minor variations in response times may occur, our team remains committed to providing timely, helpful, and accurate support.

What topics are covered in the self-service articles?

Our Community Center includes a comprehensive library of support articles covering topics such as account management, Creator tools, technical troubleshooting, and community guidelines.

What if I run into a technical issue on a Sunday or Monday?

While live chat won’t be available, you can still submit a ticket through the Community Center at any time. You’re also welcome to post in the Community Forums or join our official Discord, where users often collaborate to troubleshoot issues in real time.

Join our official Discord: https://discord.com/invite/imvuofficial

I’m a Diamond or Emerald VIP and have used live chat to help push products through peer review. Why is that no longer available every day?

The recent change to support hours allows us to focus our resources on the areas where they’re most effective and continue delivering high-quality support through our core channels. While live chat is still available five days a week, we understand this may require some adjustment for Diamond and Emerald users who have used chat to request peer review assistance. Please note that manually passing products through peer review is not a core function of Customer Support and is being offered as a courtesy to Diamond and Emerald users. We’ll continue to help when possible during the updated chat hours.