How to contact us

Vimeo Support provides fast, friendly help via our contact form around the clock, Monday morning through Friday evening (Eastern time). Premium and Enterprise members also have access to live chat support. For Business members and higher, we also provide limited support during weekends and holidays (see more info below).

⚠️Important: Our contact form can be accessed by clicking Contact us at the top of this page, or the blue chat box in the lower right corner. It will first try to find an answer to your question in our help center. If the second set of suggested answers does not help you, scroll to the bottom of the box and click Contact Support, then Submit a ticket to contact our team. Make sure you are logged in to your account when contacting us to get the fastest response.

Please note that Vimeo does not offer phone support for Premium and lower plans at this time. We’ve structured our communications this way in order to efficiently handle multi-step technical troubleshooting and to ensure user privacy.

That said, we do make phone support available for our Enterprise members with custom accounts. 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.

Initial Response Times

When you contact us, you can expect a first response within these timeframes, depending on your membership level. All times are in U.S. Eastern unless otherwise noted.

Enterprise members

• 24/7 web form support
• First response SLAs and phone hours vary depending on the support package you selected and the severity of your issue.
  • For Standard issues:
    • Silver: 6 business hours
    • Gold: 6 hours
    • Platinum: 2 hours
  • For Important issues:
    • Silver: 3 business hours
    • Gold: 3 hours
    • Platinum: 1 hour
  • For Urgent issues:
    • Silver: 1 business hour
    • Gold: 1 hour
    • Platinum: 30 minutes 
• Enterprise phone hours (including “Call Me Now”) are:
  • Silver: 9am-9pm ET or 9am-6pm GMT*
    • *for customers based in Europe
  • Gold & Platinum: 24/7

Premium members

• 24-hour support (contact form and live chat), including weekends
• First response in 1 hour or less

Business members

• 24-hour support from Monday until Friday at 5 p.m.
• First response in 1 hour or less during these times
• On weekends and holidays, we'll reply within 24 hours

Pro members

• 24-hour support from Monday until Friday at 5 p.m.
• First response in 2 hours or less during these times

Plus members

• Support during U.S. Business hours (9 a.m. to 5 p.m. Eastern)
• First response in 4 hours or less

Basic members

• Usually within 3 business days

💡Tip: To receive priority support, make sure you are logged in to your paid Vimeo account. Then click Contact us at the top of the help center (or the blue chat box in the lower right corner).

Follow-up response rate

Follow-up responses sometimes take longer. Cases from paying members always get priority.

Especially tricky issues may need to be reassigned to a support specialist. Our specialists will resolve your issue as swiftly as possible, but that could take up to a few days, especially if your issue requires input from Vimeo developers.

You are welcome to reply to any open case to request an update.

Holidays

We provide limited support over the following U.S. holidays:

• New Year's Day (January 1)
• Martin Luther King Jr. Day (Third Monday in January)
• Presidents Day (Third Monday in February)
• Memorial Day (Last Monday in May)
• Juneteenth (June 19)
• Independence Day (on or around July 4)
• Labor Day (First Monday of September)
• Columbus Day (Second Monday of October)
• Thanksgiving Holiday (Fourth Wednesday / Thursday / Friday in November)
• Christmas Eve through New Year's (December 24 through January 2)

Keep in Touch

The best way to stay current with news about Vimeo is to read our blog. This is where we update the community with news about Vimeo. 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.