Email Us
Vimeo's loving and knowledgeable Support Team provides fast, friendly help via email around the clock, Monday morning through Friday evening (Eastern time). Premium members also have access to live chat support during US business hours. For Business and Premium members, we also provide limited support during weekends and holidays (see more info below).
Vimeo does not offer phone support. (Please don't trust any phone numbers you find on the Internet. These are likely scams.) Why? Phone support requires substantial staffing expenses, and is not very efficient for the type of technical support we offer, which usually involves exchanging web links and often involves processes with built-in wait times (like waiting for a video to upload or convert).
Focusing on email support allows us to efficiently serve our members, while keeping costs down, which is one of the reasons why Vimeo Plus, Pro, and Business are so inexpensive compared to other professional hosting platforms.
Here's a short video that will walk you through the steps!
Initial Response Times
⚠️ Note: During the current COVID-19 pandemic, we are experiencing delayed response times due to high demand. Our team is working around the clock to respond to everyone as quickly as possible. We appreciate your patience.
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.
Vimeo 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
Vimeo Premium members
- 24-hour support at any time on business days (9am–1pm EST on weekends)
- First response in 1 hour or less during these times
- Chat support while you set up and stream your event during US business 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
- ASAP! (Usually within 3 business days)
💡Tip: You must contact us from the email address associated with your Plus, Pro, Business, or Premium account to receive priority support. Reaching out through our Contact Form ensures that we will respond as quickly as humanly possible.
Follow-up response rate
Because the first response may open a can of technological worms, follow-up responses sometimes take longer. Premium, Business, Pro, and Plus member cases 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)
- Independence Day (on or around July 4)
- Vimeo Summer Retreat (Third Friday of August)
- 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! Not only is it a thrilling literary masterpiece, it’s also 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 handy Contact Form. Your feedback helps us continue to work better for you.