Vimeo provides written support to anyone around the clock, seven days a week. Paying subscribers can expect a first response within a few hours, depending on the subscription level.
In this article:
- Contact form
- Chat support
- Phone support
- Support for other Vimeo products
- Initial Response Times
- Enterprise
- Self-serve plans
- Follow-up response rate
- Contacting us for special circumstances
- OTT support
Contact form
To receive the fastest support possible:
- Make sure you are logged in to your Vimeo account.
- Click Contact us at the top of the help center (or the blue chat box in the lower right corner).
- Once you type in your query, our system will first look for an answer to your question in our help center.
- If it’s unsuccessful, click Contact form at the bottom of the chat window, then proceed with the onscreen prompts to reach our contact form.
You can also use this link to contact support. This method allows us to respond to you more quickly and gather more context about your account when we receive your message than we would with a direct email.
💡Tip: Include as much detailed information as you can in the form’s Description field so we can better investigate your issue from the beginning. Consider using Vimeo Record to demonstrate your issue and share the link with us.
Chat support
Advanced, Premium, and Enterprise customers also have access to live chat support for livestreaming issues 24/7. The chat option can be found by clicking Support at the bottom of any of your live events' management pages.
Phone support
Phone support is only available with an Enterprise account. If you have an Enterprise contract with us, you should have received your phone PIN and instructions for contacting Enterprise Support during the onboarding process via email. If you cannot locate your phone PIN, contact your account manager to have it sent to you.
Support for other Vimeo products
If you are looking for information regarding Livestream Support, visit the Livestream Help Center.
Initial Response Times
Enterprise
Enterprise accounts have access to 24/7 support via our contact form, live chat (for livestreaming issues), and phone. Named contacts in Enterprise accounts have access to Messaging - another way to reach out to our Support Team. To access Messaging, you need to log into the Help Center here with your vimeo.com email and password (or via SSO). You can then begin conversations with our Digital Assistant via the widget on the bottom right-hand corner of your screen, which will transfer you to a live agent if necessary.
First response SLAs and phone hours vary depending on the support package you selected and the severity of your issue.
- For Minor issues:
- Silver: 6 business hours
- Gold: 6 hours
- Platinum: 2 hours
- For Major issues:
- Silver: 3 business hours
- Gold: 3 hours
- Platinum: 1 hour
- For Critical issues:
- Silver: 1 business hour
- Gold: 1 hour
- Platinum: 30 minutes
Enterprise phone hours are:
- Silver: 9 AM-9 PM ET or 9 AM-6 PM GMT* / 9 AM-9 PM AEST**
*for customers based in Europe
**for customers based in APAC - Gold & Platinum: 24/7
Self-serve plans
Our support team operates 24/7. Below are estimated response times for support tickets submitted through our contact form.
We also offer chat-based support for live-streaming issues for Advanced and Premium members.
- Advanced: First response in 2 hours
- Standard: First response in 6 hours
- Starter: First response in 8 hours
- Free: First response usually within 3 business days
Legacy self-serve plans
(Click here for more information about the transition to our new subscription model)
- Premium: First response in 2 hours
- Business: First response in 4 hours
- Pro: First response in 6 hours
- Plus: First response in 8 hours
- Basic: First response usually within 3 business days
Follow-up response rate
Follow-up response times may be longer than our first response time. Priority is assigned based on your plan as well as the nature of the issue.
Particularly complicated issues that require further investigation are often reassigned to an escalations specialist. Our specialists are trained to resolve issues as quickly as possible, but follow-up responses and resolutions can still take multiple days, especially if a given issue requires input from other teams, such as our developers.
Contacting us for special circumstances
Account owner is deceased or incapacitated
In the unfortunate event of the death or incapacity of a Vimeo member, Vimeo may, upon request of an appropriate person, and as required or permitted by law, deactivate or transfer the member’s Vimeo account. If you would like to learn more about our policy or to submit a request, please visit our Deceased and Incapacitated User Policy Page.
Reporting a security vulnerability
If you are a security researcher who has found a vulnerability in one of our products, please report it here.
Keep in touch
The best way to stay current with news about Vimeo is to read our blog. You can subscribe for weekly updates via email on the blog's homepage.
Send feedback
If you have a question that was not answered here, please send our friendly support team a note via our Contact Form. Your feedback helps us continue to work better for you.
OTT support
Refer to the Vimeo OTT support article to know more.