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How to File and Respond to a Ticket

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If you find that you need further help regarding any issue you encounter within IMVU, our Customer Care & Education would be happy to help. All you have to do is to file a Case by following the instructions below!

Are you using our Mobile app? Check out this link on how to file a ticket on the go!

Filing a Help Ticket

STEP 1:In the Help Center landing page (http://help.imvu.com/), click on Contact Us.

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STEP 2:Any tickets you submitted previously will appear at the bottom, divided between Open and Closed cases. Should you not see your case in one category, please check in the other.

If you need to edit or reply to any of them, you may click on the ticket's Case Number under the left-most column.

To submit a new ticket, click on Submit a Case.

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If this case will be about the same subject as any previous ones, it is best to submit it as a response to your original case. This way, it can be addressed in the context of your original issue. Note that submitting multiple cases about the same topic can prolong our response times.

STEP 3: On the left side, fill in the required fields.Please make sure to select the appropriate Case Category. When you do so, other fields may appear.

Please enter a very thorough Description of the problem. We would love to be able to solve your concern in our first response. When reporting errors or any issue, please include exactly what error message you are receiving and/or what happens before and after.

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On the right side, you can view relevant help articles that may help you with your concern. These results are based on the keywords you typed in the Subject field.

Clicking on an article will open it in a pop-up window.

STEP 4: If you need to attach any supporting documents or images to your case, click on Add Attachment link. You can then browse for the file you wish to upload.

STEP 5:After clicking Submit, you will be taken to the case page. This will show all replies (Case Comments) and attachments to the case. It will also show the case number, status, and other case details.

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By this point, the case has been sent to one of our representatives for resolution. Please note that you will be notified of a response through an email in the address you registered your account with. If you need to change this email address, you may do so by clicking this link. Our response times depend on the type of case you are logging and on your VIP status. Get VIP today to get the fastest response, often within hours!
 

Replying and Attaching Files

If you need to add details to the case, type your message in the Case Comments section and click Comment. This is also where you can type out your response to previous replies sent by our representatives.

You can also add files by clicking on the Upload Files button under Attachments. Dragging and dropping files into the interface is also supported.
 

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Case Status Definitions

  • Assigned- The case has been sent to a representative for resolution.
  • Solution Suggested- 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.

Canceling a Case

There is no way to actually cancel a case after it has been filed. However, you can simply add a note to the ticket to inform us of the status of the issue or if it has already been resolved.

What if I don't have an account?

If you don't have an IMVU account (or if you lost it), you can still file a case. Check out this article to learn how!

Need to know what to include when filing a ticket? Check out this help article instead!

 
Sours: https://help.imvu.com/s/article/How-to-File-and-Respond-to-a-Ticket

How to Attach or Upload Photos and Files In Tickets and Chats

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When contacting IMVU for support, either through Help Tickets or the VIP Live Chat, we may request for some supporting documents that are needed to resolve your concern. This is particularly important for account and order verification, and changing account-specific data (age, etc.). It is also useful for troubleshooting in order to let us know what you see on your end.

Here are the steps to upload documents through tickets and VIP live chat. Take note that to protect the privacy of your data, IMVU will only be able to accept attachments (pictures, screenshots, documents, etc.) that go through these channels. We will not be able to open links to third-party image repositories or screenshot tools, as these can pose a privacy risk to your documents.

***NOTE: Please do not send us your selfie or credit card photos unless we ask for them.***

When Filing a Case

STEP 1.In the Case Submission field, click on the Add Attachment button.

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STEP 2.Select the document you wish to upload. Double-click on it.

 

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STEP 3.Once added, you will see the document on the submission form.

 

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STEP 4.To delete it, click on the icon on the right.

STEP 5. Repeat steps 1-4 for any other documents or images you wish to add.

STEP 6. Continue with the case creation process. We will receive the documents you submitted when we answer the case.

You may also attach files to cases you have already filed. Simply click Upload Files or drag and drop files into the attachment area.
 

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When Chatting

STEP 1. When needed, the agent will notify you of which documents you need to submit. After this, click on the paperclip button beside the chat window:
 

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STEP 2.Select the document you wish to upload. Double-click on it.

STEP 3.Once added, you will see the document on the chat window. Click the arrow button send it, or the x button to remove it.

 

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STEP 4. If the sending is successful, you will see the following prompt:
 

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Need to know what to include when filing a ticket? Check out this help article!

 
Sours: https://help.imvu.com/s/article/How-to-Attach-or-Upload-Photos-and-Files-In-Tickets-and-Chats
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I need to file a case, but I lost my account

Share this article! Here's a short link you can use: http://im.vu/help691

 

In this article:

  • Filing a Help Ticket

  • Replying and Attaching Files

  • Case Status Definition

  • Canceling a Case

  • What do I write in the case?


 
Need to contact us but lost your IMVU avatar? You can always create an alternate account! Doing so takes only a couple of minutes (check out our guide on how to register here), and allows you to easily log in to view and reply to the case. Also, you can socialize with your friends even without your main account!

To file the case once logged in, follow these steps:

Filing a Help Ticket

STEP 1:In the Help Center landing page (http://help.imvu.com/), click on Contact Us.

User-added image

STEP 2:Any tickets you submitted previously will appear at the bottom, divided between Open and Closed cases. Should you not see your case in one category, please check in the other.

To submit a new ticket, click on Submit a Case.

User-added image

If this case will be about the same subject as any previous ones, it is best to submit it as a response to your original case. This way, it can be addressed in the context of your original issue. Note that submitting multiple cases about the same topic can prolong our response times.

STEP 3: On the left side, fill in the required fields.Please make sure to select the appropriate Case Category. When you do so, other fields may appear.

Please enter a very thorough Description of the problem. We would love to be able to solve your concern in our first response. When reporting errors or any issue, please include exactly what error message you are receiving and/or what happens before and after.

User-added image

On the right side, you can view relevant help articles that may help you with your concern. These results are based on the keywords you typed in the Subject field.

User-added image

Clicking on an article will open it in a pop-up window.

STEP 4:If you need to attach any supporting documents or images to your case, click on Add Attachment link. You can then browse for the file you wish to upload.

STEP 5:After clicking Submit, you will be taken to the case page. This will show all replies (Case Comments) and attachments to the case. It will also show the case number, status, and other case details.

User-added image

By this point, the case has been sent to one of our representatives for resolution. Please note that you will be notified of a response through an email in the address you registered your account with. If you need to change this email address, you may do so by clicking this link. Our response times depend on the type of case you are logging and on your VIP status. Get VIP today to get the fastest response, often within hours!
 

Replying and Attaching Files

If you need to add details to the case, type your message in the Case Comments section and click Comment. This is also where you can type out your response to previous replies sent by our representatives.

User-added image

You can also add files by clicking on the Upload Files button under Case Attachments. Dragging and dropping files into the interface is also supported.

User-added image

Case Status Definitions

  • Assigned- The case has been sent to a representative for resolution.
  • Solution Suggested- 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.

Canceling a Case

There is no way to actually cancel a case after it has been filed. However, you can simply add a note to the ticket to inform us of the status of the issue or if it has already been resolved.

What do I write in the case?

Please make sure to include the following details:

  • The avatar name for the account that was hacked
  • The original email address used to set up the account (if your address has been changed and needs to be restored, we will return the email to the original address you used to set up the account up and notify you when this is completed)
  • The birthdate you used to register the account
  • Any billing information that has been linked to the account (last 4 digits of credit card, PayPal e-mail address, etc.)
  • City and Country where the account was first created.
  • Any information on how this person obtained your password (someone has to have your password to access your account) -- Did they ask you for your password? Did you give your password out? Does anyone else share your computer? etc.
 
Sours: https://help.imvu.com/s/article/I-need-to-file-a-case-but-I-lost-my-account
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IMVU File - opening and understanding

Did your computer fail to open an IMVU file? We explain what they are used for and recommend software that we know can open or otherwise handle your .IMVU files.

What is an IMVU file?

The IMVU file extension indicates to your device which app can open the file. However, different programs may use the IMVU file type for different types of data.

While we do not yet describe the IMVU file format and its common uses, we do know which programs are known to open these files, as we receive dozens of suggestions from users like yourself every day about specific file types and which programs they use to open them.

We are continually working on adding more file type descriptions to the site, so if you have information about IMVU files that you think will help others, please use the Update Info link below to submit it to us - we'd love to hear from you!

How to open IMVU files

You will need a program compatible with the specific file you are trying to open, as different programs may use files with file extension IMVU for different purposes.

Sours: https://file.org/extension/imvu

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