How do I contact Vidyard Support?

Vidyard's Support Team is here to help! 💁🏽

If you're experiencing issues with Vidyard or have questions about how to use any of our tools and features, our dedicated Support Team is here to help.

• First, search our knowledge base for answers. You'll find plenty of information to help you resolve any problems.
• If you still need assistance, select the Help button in your Vidyard account to connect with us.

When you contact us, your support options are based on your subscription plan type. 

Get help from your Vidyard account

1. Sign in to your account and select Help (❓) from the main menu
2. Enter your question into the chat window -- we'll offer some help articles upfront to try and provide an immediate resolution to your problem
   • For best results, keep your question short, and use specific keywords like "download" or "password"
3. If you still require help, select Contact Support to connect with a member of our Support team
   
   • your support options (email or chat) are based on your plan type.

How to help us assist you faster

When you submit your question to us via chat or email, please include as much detail as possible about the problem you've encountered.

The more detail you can provide, the easier it will be for our team to understand the problem and resolve your issue faster:

• computer specifications (what operating system are you using?)
• browser specifications (are you using Chrome, Edge, Firefox + what version?)
• provide a link to your Vidyard account or the specific video + webpage that you're having trouble with
• provide screenshots
• include any troubleshooting steps you've taken so far
• brownie points 🎉: record a Vidyard video using either the browser extension or desktop app to show us what you're experiencing -- this helps us immensely! 

Support options by plan type

Your options to connect with Vidyard Support are based on your account's plan type.

All plan types have immediate access to information on our knowledge base as well as the option to submit a support request via email.

Users on our Business (Essentials, Teams, Enterprise) plans may access live chat support through the Help button in their Vidyard account.

Support hours

Our Support team is available 24hrs 5 days/week, except for the following holidays:

• New Year's Day - January 1
• Labor Day - First Monday in September 
• Christmas Day - December 25