FAQ: Vimeo OTT scheduled report exports

Enterprise sellers can schedule recurring CSV reports themselves from Manage → Exports. Below are the questions we get most often. For setup steps and the full column list, see scheduled report exports.

In this article

• General FAQ
• Cancellation FAQ

General FAQ

1. Can I add or remove a column?
   • Not at this time. We regularly review these reports and will look into adding (or removing) columns requested by multiple sellers.
2. Can I filter these reports by collection/category/tag/custom metadata?
   • Not at this time.
3. Do these reports include apps?
   • The Cancellations report does not; app cancellations appear in the Customer CSV as rows with an action_type of fulfillment.
   • The rest do include app subscribers, but Vimeo’s insight into app data is not as robust as the web. Please see your developer account(s) for additional details.
4. What time zone are the reports in?
   • Timestamps are UTC, and the Generation hour you pick is UTC. The exception is Minutes Viewed by User, where viewership is calculated in Eastern Time.
5. My report didn’t arrive.
   • Open the schedule and check Job history — it shows whether the run happened, and lets you download the file directly. If the run succeeded but nothing arrived: for email, check spam and attachment-size limits; for S3, check the access key still has write permission and that the region matches your bucket.
6. Can I get a report immediately, or re-download an old one?
   • Yes. Open the schedule and click Run now for an immediate export, or use Job history to download any past run.
7. Can I change the report type on an existing schedule?
   • No, report type is locked after creation. Create a new schedule for a different report. Frequency, generation hour, day of month, and destinations can all be changed at any time.
8. Why are the renewal prices so large?
   • charged_price_cents is in cents. 1299 is $12.99.
9. Why is the APPLETV column always zero?
   • It’s a legacy column. Apple TV viewing is reported under TVOS.
10. Who are the rows in Minutes Viewed by User with a USER_ID of 0?
    • Logged-out viewers, which appear if you have videos set available to Anyone. They’re real viewership, but they can’t be tied to a customer and shouldn’t be counted as distinct users.
11. Why does the same customer appear on several rows of the Customer CSV?
    • It’s one row per event, not per customer. Deduplicate on customer_id for a customer count.

Cancellation FAQ

12. What is the difference between occurred_at and subscription_last_active_date?
    • occurred_at is when the event was recorded; subscription_last_active_date is the last day the customer has access.
      • For Set Cancellation, the last active date is usually later — access runs to the end of the paid period.
      • For Cancelled from Pause, it can be significantly earlier, because access ended when the pause began.
      • Sometimes it’s about an hour earlier than occurred_at. This is expected behavior, caused by a backend job running on the database.
13. Is Set Cancellation a churn event?
    • No — it’s an intent to churn. The customer still has access and may reverse it, which shows up as an Undo Set Cancellation row. To count churn, use Cancelled Paying, Cancelled Free Trial, and Cancelled from Pause.
14. Can a customer appear more than once?
    • Yes. Someone who sets a cancellation, undoes it, then cancels for real appears on three rows. Order by occurred_at and take the latest event.
15. Why is cancel_reason_other empty when cancel_reason is other?
    • The free-text box is optional; many customers submit without typing anything.