Hello, IMVU Community!
My name is Jeff, and I’ve recently joined IMVU to help transform IMVU’s customer service team into a more proactive Customer Care and Education organization. As one of the first steps toward addressing some of the concerns you’ve shared with us, I have exciting news to announce. We understand the frustration and anxiety many of you have expressed about our current process for addressing policy violations on the site and the potential for your account to be disabled without notice or explanation. Historically, IMVU has not been consistent in notifying our users when we disable an account for violating our Terms of Service (ToS), Virtual Goods Policy (VGP), or Privacy Policy. Accounts were disabled for many different types of unacceptable behavior, from selling content that was unsuitable for IMVU (UFI) to credit fraud, and the penalties were permanent by default. We have been working hard behind the scenes to improve this process, with a focus on proactive communication.
Beginning today, we will have the ability to temporarily suspend account access for a particular period of time, depending on the offense. All actions taken on an account will be accompanied by a detailed email explaining why the account was suspended or disabled and when you can expect to regain access (if that applies). For example, the first violation of the ToS results in a 2-week suspension. The second violation may result in an additional 4-week suspension, and the third violation may result in the permanent disablement of your account. Our decisions regarding the penalties we impose on accounts are final. Some offenses will remain serious enough to permanently disable your account immediately.
Of course, most should never receive any of these emails because you are good community members and follow the IMVU Terms of Service and Virtual Goods Policy.
As a reminder, you should never share your IMVU password with anyone, especially with someone you do not know. You are solely responsible for all activity originating from your account. Granting anyone access to your account is not a good idea and could result in the suspension of your account. Please remember: IMVU Staff will never ask for your password.
We’re making significant progress in responding to some of our oldest tickets, and you may have already noticed some improvements to our Knowledge Base (where you can search for answers to common questions without having to wait). You will continue to see many positive changes over the coming weeks and months. In the meantime, please continue to access Customer Care through our Support Center by clicking Help at the top of any page of our website or in 3D Chat. I won’t be able to respond to specific requests for help via the Blog.
Regards,
Jeff
Manager, Customer Care & Education
This is a little out of hand…how do u just start disabling accounts…without at least issuing a warning first and then send some e mail saying a page is in violation without any explanation…sorry to say but u are going about this all wrong and it’s not fair and unjustified….a warning for a first offense would be sufficient.
Alas, I’ve discovered a loophole in your “solution.”
I have tested several times with mule accounts- having friends warn them for no reason. Guess what happens the next day? I receieve a warning. Apparently IMVU staffers are NOT reading the chatlogs, despite what they claim. To be quite frank, one must lack logic to believe they read every chatlog thoroughly. Over 70k of people are on IMVU per day. I’m sure the amount of chatlogs reported are quite high.
So what does this moronic negligence lead to? Innocent people becoming suspended for no reason, If someone chooses to report another out frustration or even spite, they will be greeted by an abrupt suspension. I’m sure I’ll have an Admin responding to me to assure me of otherwise. (It’s typical you’ll try, but sorry, my friend, your lip service will not be serving me your lies today.) Odd, ain’t it? So anxious to cover their tracks, but not concerned enough to not take these wrong steps in the first place.
Congrats IMVU. Hold your head high; you need not to drown in your own absurdity now
Dear Jeff,
Yesterday I have found out that my account Belle989 have been disabled on imvu for no reason. I believe that I have not done anything wrong or against the TOS, so I am wondering why I was disabled. There was no email sent to me about why my account was disabled, so I filed a help ticket using a new account that I have made up to use temporary. Please reply back to me, as I really want my account back and I have never done anything wrong at all.
Thank you so much,
Belle989
Dear whom this may regard,
On the 3rd january 2010 my account vanessa674 was disabled. I was in such a shock considering I had done against the TOS. Imvu said they had sent me an email to my email adress (vanessa.smith54@yahoo.co.uk)regarding why they had disabled my account. But I cannot acess my email adress so could you please send another email to:
vanessahunnyx@hotmail.com
temporary account: vanessa674x
@vanessa674,
Please contact Customer Support and ask them to assist you with this. You can do so by clicking the Help link in the upper right-hand corner of any page. Once there, click the tab that says Request Support and submit a help ticket.
Thank you,
Jami
Sr. Community Manager
my account was deleted by someone and i got an email with a link in it to restore my account but the link didn’t work I was brought to a page that said “sorry but we are unable to restore your account at this time.” when will you be able to restore my account?
p.s.
I’ve submitted several differently worded tickets about this in case the person reading it couldn’t understand the problem i was having but it’s been 7 days and i’ve gotten nothing from imvu about this what do i do?
could you give me the link I need to go to to restore my account?
Can you restore the account iStylista, deleted last year and would like it restored. I filed the ticked but I am not getting a response
Hello,
Since this morning I was not able to get connected to my IMVU. Can you please tell me why and what to do? Thank you
Hello,
Since this morning I have been trying to get connected to my IMVU or to sign in but I can’t. Can you tell me why and what to do, please?
Thank you
My friend Curious169 would like to lodge a complaint as well .. but she CANT SIGN IN !!!!
HOW is she suppose to submit a ticket for you NOT to read ????????
your little blog post there is dated NOV .. this is JAN 2010 .. there is still an issue
FIX IT!!!!!!!!
Dear Jeff,
My parents canceled my pay pal account for using it online, and I am having hard time canceling my VIP membership. My friends told me that if I don’t cancel it now that imvu will disable me. So I want to get rid of it & not have to worry about it. But I can’t do this because my pay-pal account no longer exist. Could you tell me a way to cancel my VIP membership on imvu?