faqs

Answers to some of your questions.


Sometimes when you sign up on the iOS or Android app, it won't recognize you as a subscriber right away. If this is happening for you, please try the following steps to connect it to your app subscription:

  • Log out of your account within the app.
  • On the main sign-in screen, tap the "Restore iTunes subscription" or “Link to an existing iTunes subscription" option in the iOS app, or "Link your existing Google Play subscription" for Android. It will appear at the very bottom of the screen. 

Note: Do not attempt to log in; you need to be signed out for these steps to work.

If your purchase/rental has an associated app to download, here's how you can access your purchased videos on them:
For iOS and Android
  1. Open your app.
  2. If you haven’t yet, log in.
  3. Navigate to Library on the bottom of the page.
  4. Your purchases should be under the Purchases tab.
For Apple TV, Fire, Roku
  1. Open your app.
  2. If you haven’t yet, log in.
  3. Scroll down to Library.
  4. Your purchases should be under your My List row.

In order to be made available on the internet, some videos require certain territorial restrictions. When this requirement exists on a video you're trying to watch, you will see a message reading:

"Sorry, video is not currently available in your country"

If you're seeing this message, it may be because you're accessing the internet through a Virtual Private Network (VPN), or a proxy. These methods can hide your location and will prevent playback from a protected video. If disabling these methods does not resolve the issue, then it's likely that you're trying to access the content from a region that is currently being blocked.

Vimeo reserves the right to prohibit any users from posting comments if their remarks are deemed abusive or offensive. If you are no longer able to leave comments but can see other viewers’ comments, it’s likely they have removed your ability to comment on our videos.

If you come across a comment that you believe is offensive, click the Report icon directly below the comment.

The comment will be reviewed and removed if deemed inappropriate. Rest assured the person who posted the content will not receive any notifications of their content being reported so you can do so safely. 

You can access content through any of Vimeo's supported browsers. Just head to your channel’s site and sign into your account.

How to watch on your mobile device:

  • Open your web browser and enter the site address
  • Tap the menu button in the top left and select Sign in
  • Enter your email address, password, and tap Sign In
  • Find the content you’d like to watch, and tap the thumbnail to access it.

How to watch on your TV:

  • You can use Chromecast
  • You can plug your laptop or mobile device into your TV using an HDMI cable
  • You can mirror or Airplay from your iOS device’s browser.

* Please note that if you happen to have downloaded the VHX app before we stopped supporting it, it might still work. You’re welcome to try using it, but keep in mind that if you run into issues, we won’t be able to help since it’s no longer a supported app for iOS, Android, Apple TV, or Roku.

If your subscription or purchase/rental has an associated app to download, check out the relevant article below for how to log in:

In this article: 

The owners of certain content might require that it has protection against unauthorized use or copying. The technologies used for this type of protection are Digital Rights Management (DRM) and High-Bandwidth Digital Content Protection (HDCP). Depending on the protections required, some content will have just have DRM, and some will have DRM and HDCP.

While Vimeo's goal is always to distribute content as far and wide as possible on any device, when these technologies are used, it can limit who can watch certain content and on what devices. If you’re not sure whether or not your subscription or purchase is protected by DRM, contact us, and we’ll be happy to assist. Read on for more general information and troubleshooting steps.

DRM

DRM on Vimeo OTT uses a combination of the following technologies in our apps and experiences:

  • Apple Fairplay on iOS, TVOS devices, and Safari browsers
  • Google Widevine L3 + HDCP v 1 on Android, Android TV devices (including Fire TV), and Chrome browsers
  • Microsoft PlayReady on Roku and Microsoft Edge browser

When you download an app for your subscription, whether it’s for Android, iOS, Android TV, tvOS, Roku, or Fire TV, it's most likely going to be compatible with DRM. The current versions of all major browsers, including Chrome, Microsoft Edge, Safari, and Firefox should also be supported. However, DRM support is different from device to device, and across versions and operating systems. Given the wide range of devices out there, we’re unable to provide a definitive list of compatibility.

What are known incompatibilities?

DRM-protected content will not work on the following:

  • Desktop browsers: Chrome 74 and older and Firefox 57 and older
  • Chromecasting from the web
  • Chromebooks
  • Xbox One
  • Tizen TV
  • Amazon Fire TV Gen 1. However, newer models may still encounter HDCP incompatibility issues (more below)
  • Linux systems

If you’d like to double-check your system’s compatibility, you can look into your device’s support for the DRM standards above. Many device manufacturers publish these specifications for their devices along with relevant help documentation.

In addition, currently subtitles on DRM-protected content will not display on AppleTV devices. We're working on resolving this issue but in the meantime, the workaround for watching a video with subtitles (if available) would be to watch on the web, mobile app, or another device. 

But why can I watch content on other sites and apps?

Many sites and apps have different content protection requirements and implement DRM solutions in a variety of different ways. Because of this, it’s likely that behaviours will be different across our content and theirs. However, if you’re using a supported browser or a dedicated app, and still having trouble, it might be due to HDCP protection.

HDCP

This technology is specific to protecting content as it travels across connections from a computer or streaming device to a TV or monitor. Older TVs, VGA cables, and some older DVI or HDMI cables are more likely to lack support for HDCP (or, if HDCP is supported, it's only in a limited capacity).

“Cannot play video - this device does not support secure video playback” or "This device does not support secure video playback"

If you’re getting one of these errors, it’s because something in your setup is not HDCP-compatible. In some cases, it may just be an out-of-date video driver or a loose cable connection making it seem like your setup to appear as if it isn't HDCP compliant, so be sure to check your drivers, connections, and cables first (as applicable).

If you still get errors, try the playing a video after each of the steps below:

  1. Close and re-launch the app or page.
  2. Sign out and back into the app or page.
  3. If applicable, reverse the ends of your HDMI cable or try a different cable.
  4. Remove any splitters or receivers that may be plugged in between your device and the TV/monitor.
  5. Try watching directly from the web on your laptop or mobile device.

What if I’m getting that error and I’m not using a TV or Monitor?

Troubleshooting can get tricky with HDCP, as the issue can stem from anything in your cables, TV, drivers, operating system, and even the ports on your devices. For instance, while it is generally supported on Chrome browsers, your operating system or hardware might be incompatible. If you’re still unable to access your videos, we recommend updating your operating system (if possible), updating your browser, disabling any add-ons such as ad blockers, or trying different browsers entirely.

In order to have a smooth experience watching a live video, you should make sure the device you're on meets these requirements:

  • System Requirements: Windows 7 or higher, Mac OS X 10.6 or higher
  • Supported desktop browsers:
    • Google Chrome 45+
    • Mozilla Firefox 49+
    • Safari 10+
    • Microsoft Edge 15+
    • Internet Explorer 11 (requires Flash plugin to be installed)
  • Supported mobile browsers: Chrome 45+, Safari 10+ (iOS)
  • Support TV devices: XBox app, Samsung Tizen app*
    • *Works on Samsung TV 2018 models and later except Samsung 2018 Standard3 and Samsung 2018 Standard2 TV models.
  • Internet Connection: 5-10mbps download speed is recommended (we recommend a wired connection, rather than Wi-Fi, whenever possible). Check your connection at www.speedtest.net.

Please be advised that browsers on Smart TVs are not supported at this time. It's also not possible to watch on Chromebooks (via the Android app or via web browser) or via Chromecast. 

In addition, if you're using a firewall service (e.g. a corporate or school network) and/or have restricted domains, you may need to whitelist a few domains in order to watch your live event. These domains are:

  • cdn.livestream.com
  • api.new.livestream.com
  • playback.akamaized.net/*
  • livestream-f.akamaihd.net/*
  • secure-playlist.livestream.com/*

Vimeo recommend the following browsers when trying to watch or browse content.

Browser Operating System Version
Google Chrome OSX, Windows, Android 69+ 
Mozilla Firefox OSX, Windows 58+
Safari OSX, iOS 10+
Microsoft Edge * Windows 15+
Samsung Internet Android 5+

*The new Microsoft Edge is based on Chromium and was released on January 15, 2020. Downloading the browser will replace the legacy version of Microsoft Edge on Windows 10 PCs. Our player currently does not support this version.

  1. Go to the content's video page via your Library.
  2. Select the CC icon in the lower right corner of the player and choose a language.

To adjust the volume on the web player:

  1. Hover the cursor over the video you are currently watching to make the video controls visible.
  2. On the bottom right, you should see volume controls.
  3. To control how high or low the volume is, hover the cursor over the volume bar and click the left side to lower the volume or the right side to raise the volume.
  4. If you’d like to mute the video entirely, click all the way to the far left side so none of the bars are highlighted. Click again to unmute.

Here's a list of solutions for various devices that should help fix playback issues.

Any device:

  • Make sure you have a fast and stable internet connection. The following table shows the minimum speeds required for each playback quality: 
     
    Quality Required Minimum Bandwidth
    240p 500 kbps
    360p 1 Mbps
    720p 3 Mbps
    1080p 7 Mbps
    2K 12 Mbps
    4K & up 22 Mbps

Computer

    • Try clearing your browser's cache and restarting it. Please also make sure you are using the latest, up to date version of a supported browser:
Browser Operating System Version
Google Chrome OSX, Windows, Android 69+ 
Mozilla Firefox OSX, Windows 58+
Safari OSX, iOS 10+
Microsoft Edge Windows 15+
Samsung Internet Android 5+
  • Disable any ad-blocking software, browser extensions and/or plugins + add ons as some of these are known to interfere with website functionality. Once done, close and re-open your browser and try visiting our website again.
  • Restart your wireless router or modem.

iOS (iPhone & iPad):

If you are having trouble within the web browser of the device, try these things:

Android:

  • Make sure you have a fast and stable internet connection with a download speed of at least 500kbps.
  • Restart the Android device.
  • Reboot your internet modem and/or wireless router.
  • Log out of the app, and log back in

Apple TV:

  • Make sure you have a fast and stable internet connection with a download speed of at least 500kbps.
  • Restart the Apple TV device.
  • Reboot your internet modem and/or wireless router.

Roku:

  • Make sure you have a fast and stable internet connection with a download speed of at least 500kbps.
  • Restart the Roku device.
  • Reboot your internet modem and/or wireless router.

Chromecast: 

  • Make sure your device and Chromecast are on the same wifi network.
  • Make sure you have a fast and stable internet connection with a download speed of at least 500kbps.
  • Unplug Chromecast and plug back in.
  • Restart your wireless router or modem.

Please try these steps to sign-in without a password:

  1. First, add 'support@vhx.tv' to your contact list to ensure messages from Vimeo do not end up in your spam folder.
  2. Make sure you are signed out here.
  3. Try signing in here by entering your email address.
  4. If you are an active customer, you will be immediately emailed a link that will sign you in, once clicked. Open your email inbox and click the sign-in link.
  5. You will then be signed in to watch your video content. 

Note: If you do not receive an email to sign-in, it's likely that you are using an incorrect email address. Please try any other addresses you may have signed up with. Check all of your email inboxes for a 'Start watching' email from VHX (search for 'Start watching VHX '). Be sure to search your spam folder.


If the sign-in page is asking for a password and you don't have one, here is how to set it:

  1. First, add 'support@vhx.tv' to your contact list to ensure messages from Vimeo do not end up in your spam folder.
  2. Make sure you are signed out here.
  3. Visit the sign-in page and enter your email address.
  4. Click Next.
  5. Underneath the password field, select Reset your password.
  6. Enter your email address on that page and select Reset Password.
  7. If you are an active customer, you will be emailed a link to set a new password. Check your email inbox for that link.

Note: If you do not receive an email to reset your password, it's likely that you are using an incorrect email address. Please try any other addresses you own. Check all of your email inboxes for a 'Start watching' email from VHX (search for 'Start watching VHX ').

By default, all videos on Vimeo playback using a technology called  adaptive streaming. This process breaks a video up into smaller chunks. Our player then delivers these segments sequentially in real-time.

Vimeo generates multiple playback versions, and the player will intelligently choose the highest quality possible based on your network connection, graphics processing ability, and player size. As long as the original source file and their viewing environment support it, videos can be viewed in resolutions up to 1080p. (We hope to be able to offer higher qualities such as 4K in the future.)

That said, Vimeo always encode at an above-average quality level, as Vimeo values quality video over anything else. Each playback resolution has its own cap in order to preserve smooth playback over the internet, and these caps correspond with Vimeo's bandwidth requirements for each viewing quality. For instance, Vimeo cap 1080p video at 5 Mbps, which is significantly higher than other online video services. 

For audio, Vimeo encodes to two stereo channels, regardless of the channels on the original video file. Vimeo will always encode audio up to 256 Kbps, but if the internet connection does not need to use all the available bitrate, the player will provide as much as needed, given your setup.

If your playback is choppy or slow, try adjusting the quality/resolution in the web player manually by clicking the gearwheel icon in the lower right corner of the player.

The best way to access content on your Smart TV is to download the App from your TV App store if you have a supported Apple or Android TV.*

If you have another type of Smart TV, such as Samsung, it may not be possible to log in or play the content from the built-in internet browser. In other words, it could work, but those browsers are not among Vimeo's currently supported browsers.  If you’d like to try, here are the steps to watch on a Smart TV’s browser:

  1. On your TV, open the internet browser and visit the site.
  2. Enter your email address, submit, and you will be emailed a link.
  3. On a SEPARATE device (i.e. another computer or mobile device), open your email inbox, open the login email, and click the LOGIN link.
  4. Go back to your TV browser, and you should be logged in to watch.

Supported Android TVs include AirTV, Nvidia, Hisense, Philips, Sharp, Skyworth, Sony, and Xiaomi.

From your Computer:

  1. On the video page, open the Chrome menu in the upper right corner of the window (or the View menu) and select Cast

  2. Select your Chromecast source (consider selecting Chrome Tab) and your Chromecast destination. Chromecast will then be connected and video will be playing on your TV. 
  3. To disconnect from Chromecast, click the blue Stop icon next to your casting destination.

If there are any issues with the Chromecast stream, try setting the video to a lower quality.

Make sure you have a reliable internet connection and you are using a supported browser.

  1. Head to the site's Browse page .
  2. Click on the product or collection you want to watch.
  3. The video page will load and the video will start playing immediately.
  4. You can then make it full screen, turn on subtitles (if available), or leave a comment.

There are a few ways you can unsubscribe from emails. If you're looking for information about cancelling your subscription, see this article

To unsubscribe via an email notification you received:

  1. Open the email and scroll all the way to the bottom.
  2. Locate the line that says “Too much? Click here to unsubscribe from these emails” and click the word here.
  3. When the link opens, click the blue Unsubscribe button to complete the process.

To unsubscribe via the Email Settings on Vimeo's website:

  1. When signed into your account, visit your Settings page which can be found by clicking on the circle avatar on the top right corner of any page.
  2. Click the EMAILS tab.
  3. Uncheck the New Videos option to stop receiving notifications about new videos and live events, and click Save.

Forums are only accessible on the web via a browser and are unfortunately not available via apps.

  1. Visit your settings page .
  2. Click the Upload button underneath the profile circle photo spot.
  3. Choose a photo from your computer/device and upload it. 
  4. Click Save on the bottom of the page to save it.

The receipt/invoice can be found at the bottom of your confirmation email that Vimeo send when you first purchase/subscribe. You can check that, or contact Vimeo if you need it re-sent.

If you want, we can securely store your payment information for easy checkout.

Why would I save my credit card?

To quickly purchase your favourite content. Vimeo understands how cumbersome it can be to enter your credit card each time you want to buy a gift or quickly get the newest content. Now, if you're logged in, you can save your credit card for fast purchasing.

Is saving my credit card secure?

Yes. Vimeo's credit card processor has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1, the most stringent level of certification available. They enforce HTTPS for all sensitive data, including our public website, the checkout experience, and the user account pages.

How do I save my credit card to my account?

To add a new card or managed a saved one, visit the billings settings page .

An account can be blocked when our system registers more than three (3) devices or browsers that you might have tried to watch from. 

To refresh your account, log out on all of the devices that you are using to watch, then log back in.

You can change your login email address at any time on your settings page.

You can remove your saved card on the billing settings page. Click the Remove Card button underneath your saved card to remove it.

You can log out anytime by clicking here, or visiting your profile button on the upper right-hand corner and clicking Sign out.

You can edit your billing information any time on the billings settings page.

If you have not purchased or subscribed yet, you will need to do so first.

The first time you sign up, you'll be prompted to set a password:

  1. Enter your email address on the login page.
  2. On the next page, enter your password and click Sign In.
  3. If you've already created a password, and it's not working, you can reset or set a password to log in on that page or use the email link method below.

Please try these steps to login via email sign-in link:

  1. Please add 'support@vhx.tv' to your contact list to ensure messages from them do not end up in your spam folder.
  2. Enter your email address on the login page
  3. If you are an active customer, you will be immediately sent an email link that will log you in, once clicked. Open your email inbox, and click the login link.
  4. You will then be logged in to watch your purchased/rented/subscribed video content within your Vimeo OTT Library.

NOTE: You can only merge Vimeo OTT accounts. If you have a Vimeo ProPlus or Business account and need help merging any of those, please contact Vimeo here

If you mistakenly made two Vimeo OTT accounts with separate email addresses, do not worry! Vimeo can merge them for you if you contact them. In your message, please make sure to answer these two questions:

  • Which two email addresses do you want to merge?
  • Which one should be your main email login?

If the login page is asking for a password and you don't have one or forgot yours, here is how to reset it:

  1. Please add 'support@vhx.tv' to your contact list to ensure messages from Vimeo do not end up in your spam folder.
  2. Make sure you are logged out here.
  3. Visit the login page and enter your email address.
  4. Click Next.
  5. Underneath the password field, select Reset your password.
  6. Enter your email address on that page and select Reset Password.
  7. If you are an active customer, you will be emailed a link to set a new password. Check your email inbox for that link.
  8. Click the link in the email and reset your password.

Most questions can be answered in the help guides, but if you still need to talk to a customer support representative, please read below. 

When emailing customer support, please:

  • Be as descriptive as possible when describing your issue/question.
    • Provide the exact steps you took when experiencing your problem.
    • Provide any relevant billing information to your question.
  • Be kind. Support reps are people too, and all they want to do is help.
  • Be patient. They will reply ASAP, but sometimes it can take up to 12 hours or so for a reply.

You can contact customer support here.

Log in and visit the browse page to see all of your purchased content where you can watch immediately.

Please contact Vimeo with as much information you can provide and they'll help you out.