Viber Customer Care: An Expert’s Guide to Getting Help Fast

Viber, owned by Rakuten Group, Inc. since 2014 (acquired for approximately $900 million), serves over a billion registered users globally. With a footprint across Europe, the Middle East, and Asia, its customer care relies on a self-service Help Center, in‑app ticketing, and specialized queues for billing and business customers. Understanding how those channels work—and what information to provide—dramatically improves resolution speed.

Viber rolled out default end‑to‑end encryption in 2016, added business messaging and verified business accounts in subsequent years, and expanded paid calling (Viber Out) with destination‑based rates. Customer care reflects that growth: most consumer issues are handled via the Help Center and in‑app submissions, while business users have dedicated forms and account teams. There is no public phone number for Viber support; beware of third‑party sites that post “support hotlines.”

How Viber Support Works

Viber handles consumer support primarily through its Help Center and a web ticket system. The main portal is the Viber Help Center at https://support.viber.com/hc/en-us. From there, you can browse articles, search known issues, and submit a request. Tickets can be filed 24/7; responses arrive via email. Actual response times vary by issue type and volume, but well‑documented tickets typically receive a reply within 24–72 hours.

In‑app support routes your device and app version details automatically, which is why it is preferred for technical issues. For billing questions related to Viber Out or in‑app purchases, support may ask for order numbers and receipts (from Apple/Google or Viber’s own billing, depending on how you paid). Security and abuse reports are prioritized—include screenshots and the phone number in full international format to speed up review.

The Correct Ways to Contact Viber

The two fastest, official channels are the in‑app Support flow and the Help Center request form. Do not use phone numbers you find online; Viber does not provide phone support. Stick to the URLs below and the in‑app menus as they are the only verified entry points into Viber’s support queue.

Use these methods in this order for the quickest route to resolution, especially for login/activation, billing, and account restrictions. Keep your app updated before you submit; many issues are resolved by updates pushed in recent versions.

• In‑app (Android): Open Viber > More (⋯) > Settings > Help & Support > Support. Choose a category (e.g., Account, Messages, Viber Out), describe the issue, and attach screenshots/logs if prompted.
• In‑app (iOS): Viber > More (⋯) > Settings > Help & Support > Support. Follow the prompts to report a problem and include your email for follow‑up.
• Web ticket: https://support.viber.com/hc/en-us/requests/new. Select the most accurate category (Account & Settings, Viber Out, Technical Issue, Security), then complete all required fields.
• Help Center articles: https://support.viber.com/hc/en-us. Search for “activation code,” “change phone number,” “restore purchases,” or “blocked account” for step‑by‑step solutions.

What to Include in Your Ticket (to Cut Resolution Time)

Strong documentation is the difference between a fast answer and a long back‑and‑forth. Always provide your phone number in E.164 format (e.g., +1 212 555 0123), your device model, OS version, and your Viber app version (find it via More > Settings > About). When reporting a crash or connection issue, note the approximate date/time and whether it occurs on Wi‑Fi, cellular data, or both.

For Viber Out or purchase‑related tickets, attach receipts and transaction IDs. Purchases made via Apple’s App Store and Google Play are billed by those platforms; direct purchases via Viber Out on the web are billed by Viber. The correct documentation helps route your ticket to the right team on the first pass.

• Identity: Your Viber phone number in full international format and the country where the SIM is registered.
• Environment: Device model (e.g., iPhone 13, Samsung S22), OS version (iOS/Android), Viber version (More > Settings > About).
• Reproduction steps: What you did, what you expected, what happened instead, and the exact error message.
• Evidence: Screenshots, screen recordings, or payment receipts. For Viber Out, include order number, amount, currency, and purchase date.
• Network details: Wi‑Fi vs. mobile, carrier name, and whether a VPN, firewall, or data saver is active.

Billing and Viber Out Support

Viber Out is Viber’s paid calling service to landlines and non‑Viber mobiles. Rates vary by destination and are shown in‑app under More > Viber Out > Rates, or on the web at https://account.viber.com. Prices are destination‑specific and may change; always check the current rate before calling or topping up. Subscriptions and credit options are available—choose plans that match your call destinations for the best value.

Refunds depend on where you purchased. If you paid through Apple’s App Store, request a refund via https://reportaproblem.apple.com. If you paid through Google Play, see Google Play Help (https://support.google.com/googleplay) for “Request a refund.” Purchases made directly with Viber (e.g., Viber Out on the web) should be handled through a ticket at https://support.viber.com/hc/en-us/requests/new with your order details attached. Include the exact amount, currency, purchase date, and the last 4 digits of the card if applicable (never share full card numbers).

Account Access, Security, and Verification

If your activation code does not arrive, confirm your number is correct in international format, your device has SMS/call connectivity, and no SMS blocker is installed. Use the “Call me” option after the timer expires to receive the code by voice. Recently ported numbers, roaming, or dual‑SIM setups can delay SMS delivery; trying again after 10–15 minutes or switching SIM/data lines often helps.

For blocked or restricted accounts, check the exact message you see and attach a screenshot. Violations of Viber’s Terms can trigger automated restrictions; if you believe this is an error, open a ticket with your phone number, timeline, and any context (e.g., sudden spike in group invites). Never share your 6‑digit activation code with anyone—support will not ask for it. For suspicious messages, open the chat > Info > Report/Block. Verified business accounts carry a visible verification badge in the chat info; treat all others with caution.

Viber for Business and Enterprise Support

Businesses using Viber Business Messages, Chatbots, or Ads should contact Viber via the business portals, which route inquiries to the appropriate teams. For sales and onboarding, use https://www.viber.com/business/contact-sales/. For Business Messages, visit https://www.viber.com/business/messages/ and follow the “Contact Sales” or “Talk to us” prompts; you’ll be asked for estimated monthly volume, integration method (API/partner), and target regions.

Advertising and branded solutions are outlined at https://www.viber.com/business/ads/. Business accounts typically receive project‑based timelines depending on compliance, sender verification, and integration testing. Prepare your brand legal entity details, use cases, traffic forecasts, and any partner aggregator information to accelerate approval.

Data, Privacy, and Legal Requests

Viber’s Terms of Service and Privacy Policy are available at https://www.viber.com/terms/ and https://www.viber.com/privacy-policy/. Consumers can adjust privacy controls in‑app via More > Settings > Privacy (e.g., hiding online status, read receipts, and last seen). For data access or deletion requests, follow the guidance in the Privacy Policy; some requests are available in‑app, while others may require submitting a form via the Help Center.

For impersonation, harassment, or IP concerns, document the issue thoroughly: include the chat link, screenshots showing the phone number/contact, timestamps, and any public profile details. Submit through the Help Center with the Security/Abuse category so it reaches the correct reviewers.

Practical Troubleshooting Before You Contact Support

Many issues trace back to connectivity, outdated builds, or device restrictions. Update Viber to the latest version from the App Store/Google Play, reboot your device, and test on both Wi‑Fi and cellular. Ensure date/time are set automatically, disable data savers or battery optimizations that restrict background activity, and whitelist Viber in any firewall/VPN you use.

If messages are delayed or calls drop, confirm your NAT/firewall isn’t blocking UDP traffic, and that your router’s QoS isn’t deprioritizing VoIP. For media sending failures, check available storage and try sending a smaller file to isolate size limits. If the problem persists, gather logs via the in‑app Support flow and submit a ticket with all details above.

Does Viber use a phone number?

To start using Viber, you need to install the app on your smartphone and enter your phone number. This will be your ID in the system.

How do I contact someone on Viber?

From the menu select chat info. Now Next tap on the icon below the profile. Picture you’ll see a list of your Viber contacts.

How do I complain to Viber?

If you’re unhappy with any aspect of our services, the best way to contact us is by submitting an online form. If you prefer to contact us in a letter you can write to us instead, but it may take us a little longer to respond.

What are the hours of Viber customer service?

9am-6pm PST
Please check this page for updates. Please visit the Sphere Las Vegas website or feel free to reach out by email to Vibee Fan Experience or by phone at 725-543-0725 for any questions regarding the event or your package. We are available M-F from 9am-6pm PST and select weekends.