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Getting Help

I have a question that was not answered in this FAQ. What should I do?

If you have a question that was not answered here, send our friendly support team a note via our handy Contact Form.

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How do I contact you if I need help?

Our team of friendly staffers is here to assist you via our Help Forum, or through email.

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Why doesn't Vimeo offer phone support?

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 and forum support allows us to efficiently serve our members, while keeping costs down, which is one of the reasons why Vimeo Plus and PRO are so inexpensive compared to other professional hosting platforms.

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How do I stay current with news about Vimeo?

The best way to get the latest Vimeo gossip 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. Subscribe to it via an RSS reader on the blog page.

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When I contact Vimeo, how long will it take for me to get a response?

Vimeo's loving and knowledgeable Support Team provides fast, friendly help via email around the clock, Monday through Friday.

For Plus and PRO members, we also provide limited support during weekends and holidays.

First Responses

When you contact us, you can expect a first response within these timeframes, depending on your membership:

PRO members
Monday through Friday // 1 hour or less
Weekends and holidays // 24 hours or less

Plus members
Monday through Friday // 4 hours or less
Weekends and holidays // 24 hours or less

Basic members
ASAP! (Usually within 3 business days)

TIP: You must contact us from the email address associated with your Plus or PRO account to receive priority support. Reaching out through our Contact Form ensures that we will respond as quickly as humanly possible.

Follow-up Responses

Because the first response may open a can of technological worms, follow-up responses may sometimes take longer. 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.

Weekday Support Hours

2 a.m. Monday through 2 a.m. Saturday, U.S. Eastern Time

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 (July 4)
  • Labor Day (First Monday of September)
  • Thanksgiving (Fourth Thursday / Friday in November)
  • Christmas Eve through New Year's Day

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Why is Vimeo telling me to upgrade my browser?

There are a few old versions of major browsers that are no longer supported by their developers and are known to cause all kinds of weirdness with Vimeo and the Interwebs at large. These include:

Safari 5.1 and older
Internet Explorer 8 and older

If you are using one of the above browsers, you can grab the latest version here. You might also want to check out our list of recommended browsers.

Note: If you're using Mac OS X Lion (10.7) or below, you'll need to upgrade to OS X Mavericks (10.9) before you can install the latest version of Safari. Mavericks can be downloaded from the App Store for free, and is easy to install. Learn more about Mavericks here.

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