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Have a question, hit a snag, or found something that doesn’t look right? Write to the Vidimo team from inside the app. Everyone on your team can do this, whatever their role.

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Write to the Vidimo team

1

Open Contact support

Tap your avatar in the top bar, then Contact support under Support. It appears once you’ve created or joined a property.
2

Send your message

Type what you need and send it. Messages are text only.
3

Read the confirmation

A short note appears under your message. It confirms that the message reached us, lists what we attached to it, and tells you when to expect a reply.
Once you’ve written to us, the conversation stays in Chats, under Staff, as Vidimo team. Open it there to read our reply or write again.

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What we attach to your message

You don’t have to explain where you were. Each message arrives with:
  • the property you’re working in, and its guest registration system
  • the screen you were on before you opened the conversation
  • the reservation you had open, if there was one, and the last error on its guest registration
  • your name and role
  • your app version, your device type, and your app language
Your conversation is your own. Teammates at the same property each have a separate conversation with us and can’t read yours.

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When we reply

The Vidimo team works Monday to Friday, 09:00 to 17:00 Central European Time, and usually replies within a few hours. If you write outside those hours, the confirmation tells you when we’re back, in your own time zone. You’ll hear about a reply in three ways:
  • In the app. If the app is open, a banner shows the reply. Vidimo team in Chats shows a count of replies you haven’t read.
  • A push notification. Tap it to open the conversation. It follows your Messages setting in Notification settings.
  • An email. If you haven’t opened the reply after about 10 minutes, we send one email with every reply you haven’t read, and an Open in app button.
Reply in the app, not to the email. The email comes from an address that doesn’t receive mail, so an answer sent to it won’t reach us.
If we’ve replied and don’t hear back for a few days, the conversation closes with a short note. Send a new message any time to pick it up again.

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Check whether it’s us

If the app won’t load or won’t sign you in, status.vidimo.app shows the live state of the app, the API, and the website. It runs outside our own infrastructure, so it keeps answering even when we’re down.

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Before you write in

Most day-to-day questions are already answered in these guides:

Find your way around

The main tabs, the property switcher, search, and notifications.

Get started

Set up your first property from scratch.