Complaints

This profile includes complaints for IMVU's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  IMVU

  1001 Marshall Street, Suite 100 Redwood City, CA 94063

• 

  IMVU

  PO Box 2772 Redwood City, CA 94063

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive tried to contact IMVU because they put a restriction on my account and then locked me out of my own account and they refuse to email me back so I can get my account back.

  Business Response

  Date: 07/25/2025

  Hello Reianna, 

  Thank you for reaching out and bringing this to our attention.

  
  Wed like to help resolve this matter as quickly as possible. To do so, could you please provide your IMVU support ticket number? Once we have it, we can locate your case and work with our team to expedite the review and follow up with you directly through the tickets.

  
  We appreciate your patience and look forward to assisting you further.

  Sincerely, 

  IMVU Staff 

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I disabled my account about 2 weeks ago, I forgot to verify my email and I want to get my account back. I sent in a ticket and my cousin tried helping me by chatting with an agent but no one has helped her. I want to attend a very important imvu family wedding and since imvu got rid of phone support, its been impossible to get ahold of them. I dont want my account to get deleted.

  Business Response

  Date: 07/16/2025

  Hello Layla,

  Thank you for reaching out and sharing your concerns.
  
  Were happy to let you know that your account EdmVixen has been reinstated. Our Support Team also responded to your ticket #******, so please check your email for their message and any further instructions.
  
  We understand how important it is to stay connectedespecially for meaningful events like your IMVU family weddingand we truly appreciate your patience during this time. While we no longer offer phone support, our dedicated *********** and Live Chat options are here to assist you.
  
  If you have any further questions or run into issues, please dont hesitate to reply directly to the support ticket or visit **********************************.

  Best, 

  IMVU Support Team

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It's an internet account.The date I put money into the account start from 08/30/07 up to 2024. I have put in over ***** into that account purchasing Vip, Ap, Credits, name changes for the game. They are holding my account because I didn't use it for awhile. IMVU want me to verify and I have and now they are asking for an email that is over 17yrs old. I have provided the email that is one the account currently. I have also provided them with the last card credit that was used on file with them. I have been going back and forth with them for over 2 to 3 months now and they have not given me an responds. IMVU is an internet gaming site that I used there platform since 2007.

  Business Response

  Date: 07/02/2025

  Hello *******, 
  
  Thank you for reaching out and sharing your concerns.

  
  We understand how important your IMVU account is to you, especially given your long-standing history on the platform. Please know that we are committed to helping you regain access, but in order to do so, we must verify account ownership in line with our security protocols.

  
  Due to a mismatch between the name listed on the account and the name associated with the recent payment methods provided, we are required to request additional documentation to confirm your identity. This step is essential to protect the account from unauthorized access and ensure that we are working with the rightful owner.

  
  You can respond directly to your open support ticket (#******) with the requested documentation. Rest assured that any documents you submit will be handled securely and will be permanently deleted once the verification process is complete.

  
  We appreciate your patience and cooperation and are here to assist you through the process.

   

  Regards, 

  IMVU Support Team

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Imvu has allowed someone to hack my account and refuse to give it back to me after all the money i spent i have been emailing them for Years about this account and i was finally able to reach ******** and she has not responded back to me in days

  Business Response

  Date: 07/01/2025

  Hello Joy, 

  Thank you for reaching out and bringing this to our attention.

  
  Were sorry to hear about your experience and understand how frustrating it must be to lose access to your accountespecially after investing time and money into it. In order for us to look into this matter further, we kindly ask that you provide the following details:

  
  - The IMVU account username or email address associated with the account in question
  - Any recent support ticket numbers you've submitted regarding this issue

  
  This information will help us locate your case and ensure it receives the appropriate follow-up. Please rest assured that account security is a top priority for us, and were committed to resolving any concerns as quickly as possible.

  
  We look forward to your reply so we can assist you further.

  Regard, 

  IMVU Support Team

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:
  
  

  My Username was : DessyCake

  My Email was *************************************

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, my name is *******. I am contacting you regarding my IMVU account, which has been on hold for almost two months. My account went on hold after someone sent me gifts and credits, tipped my room, and then disputed the transaction when I declined to date them on the platform. My account has no connection to the disputes at all. I attempted to contact the individual, but I believe their account is disabled. I have submitted my identity verification three times already. I have gotten in touch with ******, and they are unable to share any details because the transactions were not made by me. **************** takes a long time to reply to emails, often weeks. I have invested a significant amount of money in this account and I have never raised any disputes. I appreciate engaging on the platform to meet and interact with new people. I would appreciate it if you could remove the hold on my account, as I have not committed any violations. Should there be a disagreement regarding my account, which is unlikely, I will quickly pay it off to clear the hold. As stated in the pictures attached from emailing the disputes was made by *****! How can I close someone elses disputes I dont know? I dont know that person I met him on IMVU that its. So my account should not be on hold for someone elses ****** account and disputes

  Business Response

  Date: 06/30/2025

  Hello *******, 

  Thank you for reaching out and sharing your concerns.

  
  We understand the importance of accessing your account and want to assure you that, as mentioned in your existing support ticket #******, our team is currently assessing the situation surrounding the hold on your account. Once our investigation is complete, we will follow up with an update and provide the necessary next steps to help resolve the matter.

  
  For the most accurate and up-to-date information, please continue to monitor your support ticket, as all updates will be shared there.

  
  We appreciate your patience and understanding as we work to resolve this as quickly as possible.

  Regards, 

  IMVU Support Team

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23538513
  
  I am rejecting this response because: The investigation had nothing to do with my account. None of the disputes came from my account why would my account be on hold? I want my account taken off hold
  
  Sincerely,
  
  ******* N

  Business Response

  Date: 07/07/2025

  Thank you for your response.

  After a thorough review, we found that the account currently under investigation (PrettyJavina) is directly associated with your account. Our findings show strong evidence of this link, including shared payment details and matching IP addresses.

  Because of this connection, your account has been placed on hold until the chargeback issue tied to the associated account is resolved. We understand this may be frustrating, but in order to lift the hold, the chargeback must first be settled.

  If you believe there has been a mistake or if you'd like to further clarify your case, please continue communicating through your support ticket. Our team is available to review any new information you can provide.

  We appreciate your understanding.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23538513
  
  I am rejecting this response because: The account does not belong to me. I used a public computer so if anyone else used it with IMVU thats not my fault. Im also pretty sure none of my payment methods are linked to that account I only have one card I use for imvu
  
  Sincerely,
  
  ******* N

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need muahhmore hold on my account to be removed from my account etc.

  Business Response

  Date: 06/23/2025

  Hello ******, 

  Thank you for reaching out and bringing this matter to our attention. In order to look into the hold on your account and assist you further, well need to locate your account in our system.

  
  Please provide either your IMVU username or the email address associated with the account in question. Once we have that information, well be able to review your account and provide you with the next steps to resolve the issue.

  
  We look forward to your reply so we can assist you promptly.

  Customer Answer

  Date: 06/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,  muahhmoe
  
  ****** *******

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was permanently banned due to false payment fraud which I never intended to do I don't know how that even happened, I've contacted support but they always give me the same copy and paste answer about the decision is final and nothing can be done about it when I've read plenty of peoples situation on permanently banned account and was able to get it back by threatening and constantly contacting them,they are a awful company that only care about greed and not the customers, I refuse to take no for a answer.

  Business Response

  Date: 06/05/2025

  Hello Joshwa, 

  Thank you for reaching out and sharing your concerns. Were truly sorry to hear about your experience and understand how upsetting it must be to lose access to your account, especially when you feel the action taken was in error.

  We take all reports seriously and want to ensure every account is reviewed fairly. While we are unable to discuss specific account details here, we would be happy to take a closer look into your case. To do so, please provide the following details so we can locate your account and investigate further:

  - IMVU avatar name or account email
  - Ticket number(s) you've previously submitted (if available)

  Once we have this information, well escalate your case for a more detailed review. Our goal is to be as transparent and fair as possible in resolving concerns like this.

  Thank you again for bringing this to our attentionwe appreciate your patience and hope to work with you toward a resolution.

   

  Best, 

  IMVU Support Team

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23414481
  
  I am rejecting this response because:my IMVU name is whzz and support ticket ID is ******.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 06/10/2025

  Hello Joshwa,

  Thank you for providing your account details and the support ticket number. Weve carefully reviewed your case again, and after a thorough investigation, we can confirm that the decision to disable your account will remain in place.

  Our records show that a chargeback was filed through ****** Play for order number co131279274 in the amount of $44.99. When a payment dispute like this occurs, it is considered payment fraud under our Terms of Service, and as a result, the associated account is subject to permanent disablement.

  We understand this may be disappointing to hear, and we genuinely regret that this situation has led to the loss of your account. However, we must follow our policies consistently to maintain the integrity of our platform and protect all users.
  

  Thank you for your understanding.

  Regards, 

  IMVU Support Team

• Initial Complaint

  Date:05/20/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm an IMVU member for a longtime now and recently have a "hold" on my account. I've contacted IMVU numerous times and submitted ticket and no one wants to help me. I was yelled at by customer service agents. Very unprofessional on their end and not helping me to resolve this issue. This has been taking too long, I want this "hold" to go away. IMVU fix this now.

• Initial Complaint

  Date:04/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a customer with I'm u since 2094 and recently they've been closing my public chatrooms down for no reason at all without informing me on why. This has happened twice now and I'm getting sick of it!! if they do not stop I will be filing a lawsuit against their company

  Business Response

  Date: 05/02/2025

  Hello Jai, 

  We're sorry to hear about your recent experience with IMVU and we sincerely apologize for the inconvenience and frustration this has caused. We understand how important your chatroom spaces are to your experience on our platform.

  
  Please know that chatrooms are reviewed regularly to ensure they meet our Community Guidelines and Terms of Service. In some cases, rooms may be removed if they contain content that is not appropriate for a general audience or that violates IMVUs policies. These actions are taken to help maintain a safe and welcoming environment for all users.

  
  If you have specific questions about why your rooms were closed, we encourage you to reach out to our Customer Support team directly. They will be happy to review your account and provide further clarification.

  
  Thank you for bringing this to our attention, and we appreciate your continued support as a member of the IMVU community.

  Regards, 

  IMVU Support Team

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23266948
  
  I am rejecting this response because: my chatrooms had nothing inappropriate in them at all so IMVU is lying about that on their behalf, looks like IMVU will be getting a lawsuit from me soon enough 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transactions:April 4, 2025 $1.06 for 250 V-coin April 8, 2025 $1.04 to remove account hold . Tell us about your problem:I have been a loyal IMVU customer since 2016, regularly purchasing credit packs and maintaining an ******* VIP subscription at $29.99/month. I have never requested a refund nor experienced any account issuesuntil now.On April 4, 2025, I purchased 250 V-coin for $1.06. The following day, April 5, I converted that V-coin into ***** credits through the platform. Despite this, IMVU later placed my account on hold, falsely claiming I had refunded the purchase. This is not accurateI never submitted a refund ********** regain access to my account, I was required to pay an additional $1.04 on April 8, 2025. IMVU support told me the hold had been lifted and I could resume normal use of the platform. However, my account still reflects a negative balance of -250 V-coin, and I am now being told I need to pay again for the same V-coin I already purchased and used.This situation is unreasonable and contradictorythere is no way I could have refunded the V-coin on April 4 if I used it to convert to credits on April 5. Especially when in one of the screenshots, it says they cancelled it.Adding to the issue, my age verification has now been disabled without explanation, even though I already submitted valid identification as part of the process to resolve the earlier account hold. I have reached out to IMVU support, but the responses Ive received have been inadequate and have not corrected the problem.Resolution Requested:I respectfully request that IMVU:1. Remove the incorrect -250 V-coin balance from my account.2. Restore my age verification status.3. Acknowledge and resolve the fact that I was wrongly charged and restricted despite being a long-term, paying user with a clean history.This situation has caused unnecessary stress and inconvenience, and I am simply seeking a fair resolution.

  Business Response

  Date: 04/14/2025

  Hello ********, 

  Thank you for bringing this matter to our attention.

  
  After thoroughly reviewing the account, wed like to confirm that the issues described have since been resolved. As of Thursday, April 10, 2025, the account has been fully settled, and the balance has been corrected. There are no outstanding charges or negative balances at this time.

  
  Additionally, we can confirm that age verification has successfully passed and is currently active and tied to the account. No further action is required on your part.

  
  We understand how frustrating this situation must have been, and we appreciate your patience while it was being resolved. If you have any additional concerns or questions, our support team would be happy to assist further.

  Best regards, 

  IMVU Support Team