Having problems with your account? Experiencing difficulty using the website? Have a question about an Academy feature? Please look below in the freqently ask questions, or use the form below to get in touch with our support team and we’ll get back to you as soon as we can. Or contact at firstname.lastname@example.org
frequently asked questions
how can i cancel OR PAUSE my account?
You can cancel or pause your account at any time by going to MY ACCOUNT > MEMBERSHIP > SUBSCRIPTIONS. Here you will see an option to 'Cancel' or 'pause' next to your current subscription.
Once you cancel or pause, your account will remain active, and you will retain access to the Academy until your current subscription period ends. You can of course rejoin anytime in the future!
NOTE when pausing: If pausing with Paypal, you cannot resume until your scheduled payment date. For example if your payment date is on the 1st, and you resume on the 3rd, you will not be able to resume until the next 1st.
If pausing using a credit card, when you resume, that day will be your new start date. For example, if your renewal date is the 1st and you resume on the 3rd, the 3rd will be your new billing cycle start date.
CAN I UPGRADE TO AN ANNUAL MEMBERSHIP?
Yes! We'd love to have you upgrade your subscription to an annual membership.
To do so please go to your "My account" page > Membership > Subscriptions. And you should see a blue box at the bottom of the page with a link to Change Plan. If you don't see this for any reason, just let us know.
Your account will be prorated to take account of any time you have remaining on your current subscription period, so your annual payment may not be taken immediately. You will be told on the checkout page when payment will be taken however.
I PREVIOUSLY PAUSED MY ACCOUNT, HOW TO I RESUME?
Please login to the site and then go to your account page. Select the 'Subscriptions' tab.
Next to your subscription you should see a 'Resume' link. Click this and confirm you wish to resume.
If you pay via credit card your payment will be immediately taken and you will regain your Academy access straight away.
If you pay by PayPal your account will not be resumed until your next payment date - this is the same date of the month you previously paid and cannot be changed (i.e if you used to pay on the 5th, your payments will resume on the 5th). If you would like to regain access sooner, please contact us.
HOW CAN I UPDATE MY CREDIT CARD?
how do i update my password
You can find my account under the member menu (the menu with your name) Just click the my account link. Then settings. Check out this video.
How to change your email address
THE VIDEO IS BUFFERING, STOPPING, NOT WORKING.
The quality of your playback experience is largely dependent on how your ISP (Internet Service Provider) or mobile provider connects to Vimeo's playback servers. When a video plays in lower than expected quality, it’s likely because your Internet speed (bandwidth) or computer processing speed cannot support higher quality playback. Keep in mind that your overall Internet speed can vary depending on many factors, including but not limited to: time of day, WiFi performance, other devices/users utilizing your connection, and the strength of the signal provided by your ISP.
- Disable any browser extensions, plugins, or add ons
Third-party programs can sometimes cause issues during playback— including blocked video segments, dropped frames, buffering, etc. If you're having trouble, try disabling any active extensions one by one to find the culprit. You can also open your video within an incognito or private window of your browser for testing.
- Restart your router and modem
Resetting your router or modem can help to refresh your connection and improve playback performance. Try disconnecting the power cord and then reconnecting to perform a hard reboot.
- Update your browser
Browser software is constantly being improved upon. Make sure you are using the latest version of your browser for peak performance. The latest version of each browser can be found here.
- Close excess browser tabs or applications
Keeping too many applications open can make everything run slower, including video playback. Especially on a mobile device, it’s easy to forget which apps are running. Make sure that you completely close or disable apps instead of just minimizing their windows.
- Clear your browser’s cache
Although this may sound simple, refreshing your cache can help with many different issues, including playback. Learn more here.
- Disable/Enable Hardware acceleration
Hardware acceleration makes resource-hungry operations run more efficiently but sometimes doesn’t work well with older graphics cards. Try disabling or enabling this option within your browser settings.
Switch to “Auto” in the quality menu
You can manually force a particular quality by selecting the gear icon in the lower right corner of the player. (This may result in frequent buffering if the bandwidth does not meet the required minimum.)
When it is in Auto mode, the Vimeo player will switch between all available qualities to accommodate changes in the viewer’s Internet, processing speed, and player size. Auto mode automatically adjusts to the best quality of video for your current Internet connection and processing speed. We recommend using this default setting to avoid buffering delays. (If “Auto” is not available, switch to one of the lower quality options.)
Check bandwidth with online speed tests
Speed tests can give you a general sense of the download speeds you’re receiving from your Internet provider, but it's important to note that the servers used in the speed test are different from those used by other services. The actual speeds being received by your device may differ. This is because speed tests are designed to ping the closest server to your location, while other servers may be further and more utilized.
We require network speeds of 500 kbps or higher in order to stream our lowest playback quality (240p). You can use a speed test to get a general sense of your Internet speed during the time of the issue. Keep in mind that bandwidth can fluctuate, especially on Wifi or cellular networks. As a best practice, we recommend avoiding Flash-based speed tests and using trusted HTML5 tests like https://testmy.net/download to get a general estimate of the speeds you're receiving from your Internet Provider.
If you expect higher bandwidth than what's being reported, we recommend getting in touch with your Internet Provider for more information.
You can view videos in qualities ranging from 360p to 8K. The following table shows the minimum speeds required for each playback quality:
|Quality||Required Minimum Bandwidth|
|4K & up||22 Mbps|
Supported browsers — video playback
Vimeo video playback is supported using these browsers:
- Chrome 30+ (has automatic updates)
- Firefox 27+ (has automatic updates)
- Internet Explorer 11
- Microsoft Edge
- Safari 9+
Please note the following caveats about specific browsers:
- In Firefox for Windows, H.264 video decoding is only supported in Windows 7 and later. Firefox for Windows XP is no longer supported.
- Live event playback with Internet Explorer 11 is not supported on Windows 7 or older.
- Safari 14+ is the only browser that supports playback in Dolby Vision on MacOS/iOS devices.
HOW DO I UPDATE MY PROFILE?
HOW DO I START A PROGRESS LOG
how do i use video progress tracker
HOW DO I USE THE MY ACCOUNT TAB?
HOW DO I USE THE COMMUNITY FEATURE?
If you need more help, contact us at the form above.
HOW DO I pick up where i left off
HOW TO I USE THE MY CONTENT TAB?
If you need more help, contact us at the form above.
HOW DO I USE THE @MENTIONS ?
The @mentions function adds a link back to the person mentioned and notifies the person by email that they were mentioned in the post. For example, if someone types @yourname in the community area, the @yourname will become a link back to your profile page and you will get an email that someone mentioned you.
HOW DO I SEND A MESSAGE TO ANOTHER MEMBER
How do i find other members
You can find members under the member menu (the menu with your name) Check out this video.
HOW DO I USE THE VIDEO CONTROLS?
Video problems? View videos on test page first then contact support
How do i comment on the videos
You can find comment in the comment box below the video. Check out this video.
how do i get help
You can find support under the member menu (the menu with your name) Just click the support link. Check out this video.
HOW DO I WATCH THE ACADEMY ON MY TV?
Absolutely! Check out this video.
I'M RECEIVING AN ERROR MESSAGE SAYING I DON'T HAVE ACCESS TO THIS CONTENT
Please go to your account page select the Subscriptions tab and check that your membership subscription is showing as active.
If your subscription is current then please try logging out of your account, clearing your browser cache and then logging back in again.
If this does not fix the issue please contact us using the form below and let us know what page you are receiving this error for.