Vimeo Customer Service

Vimeo is an online video hosting and sharing platform that provides ad-free video streaming to its users. As one of the oldest and most respected online video platforms, it is not surprising that Vimeo gets a lot of requests for customer service each and every day.

It should be noted, however, that Vimeo does not offer phone-based customer support. If you need to customer service, you will have to fill out an online support request, unless you have a business or premium support plan, in which case you will be able to take advantage of live chat options.

Why Do People Contact Vimeo Customer Support?

People contact Vimeo customer support for range of reasons, including:

Help with setting up, changing or canceling accounts

Troubleshooting and technical support

Billing issues

Appealing decisions to remove videos

Reporting intellectual property violations or inappropriate content

Best Practices for Contacting Vimeo Customer Service

There are several things that you can do to help ensure that your request for customer service is handled quickly and professionally:

Send your request between Monday and Friday. That is when customer service representatives are available to respond to your request. If you send your request over the weekend you will have to wait Monday at the earliest to receive a response. Customer support is available during limited hours over the weekend for business and premium accounts.

Gather any documentation that is relevant to your case and scan or screenshot it so that you can provide it to Vimeo when you make your customer service request. Relevant documentation may include screenshots of error messages, evidence of copyright violations, billing statements or previous correspondence between you and Vimeo regarding your issue.

State your concerns clearly, politely and concisely in your customer service request. While you may have legitimate reasons for being upset, high emotion can make it difficult to understand what you are writing about. Make it easy on the agent and be clear and professional in your communication.

Take note of the date on which you submit your request so that you know when you can follow-up if you haven't heard from Vimeo in a day or two.

How do Consumers Feel About Contacting Vimeo Customer Service?

Many consumers are unhappy with the fact that Vimeo does not offer phone-based customer service. They would prefer to be able to interact with a real human in real-time. Still, it does appear that many people are satisfied with the level of customer support available. Online searches do not reveal a pattern of customer complaints about customer support at Vimeo.

What Kind of Issues can a Vimeo Customer Service Representative Resolve?

Because Vimeo is an online service, it's customer service representatives can resolve just about every issue that might come up. These would include assisting with account issues, such as changing your account plan or canceling your account, addressing intellectual property violations or appeals of content being taken down, billing issues and providing technical support.

What Can't Be Resolved by Contacting Vimeo Customer Service?

If there is an incompatibility between your device or computer and Vimeo, a customer service representative might be able to suggest a workaround, but he or she is unable to completely resolve problems with third-party devices or software. You may have to use a different device, a different operating system or contact the manufacturer of your device or software to resolve incompatibility issues.

Intellectual property issues are often complex and a customer service representative may not be able to navigate or mediate IP concerns. If you have a significant issue regarding intellectual property, it may take a while for Vimeo to sort out the issues involved and you may find that customer service representatives can offer limited help in this area.

What Should You Do If You Have an Unsuccessful Communication with Vimeo?

If you get a response from Vimeo that does not answer your questions or resolve your concerns, don't give up. You may still have options.

First, read the reply that you received from Vimeo. You may be able to identify areas of miscommunication or misunderstanding that can be addressed in future correspondence.

Second, write back. Explain where you think Vimeo has not understood or appropriately responded to your concern and describe the resolution that you would like. Doing this gives you, and the customer service representative, a common goal to work towards.

If a second request does not resolve your problem and you have a basic account, you will have to work within Vimeo's email system to get a resolution. If you have a business or premium account, you could try using the live chat option.