Support that gets to the point

To help us investigate quickly, include:

• the email associated with your Viva Talk account;
• the approximate date and time of the meeting;
• whether you used Zoom desktop, web, or mobile;
• the selected participant language;
• the exact step where the issue occurred and any visible error message;
• your browser and operating system when the issue is outside Zoom.

Never send passwords, authentication links, API keys, access tokens, meeting recordings, or confidential conversation text by email.

• Confirm that you opened Viva Talk from inside the Zoom meeting and that the app is using the intended account.
• Ask the meeting organizer to start translation. Participants cannot start the organizer’s RTMS session themselves.
• Check that the Zoom account allows sharing realtime meeting content with apps.
• Close and reopen the Viva Talk panel, then retry the session.
• Check microphone permissions, speaker output, network connectivity, and whether another app is using the audio device.
• If recognition is inaccurate, confirm that the participant selected the language they are speaking.

Email us if you want to update account information, disable testing-data collection, ask what data is associated with your account, or request deletion. We may verify account ownership before responding.

For details about audio, translation text, retention, providers, and exceptions for financial or security records, read the Privacy Policy.

Credits are added automatically after verified payment, normally within 5 minutes. If a purchase, credit grant, or balance appears incorrect, include the payment transaction ID shown by the checkout provider and the account email. Do not include full card numbers or other payment credentials.

Credit purchases are final. We currently do not offer refunds, cancellations, or exchanges after purchase, including for unused credits. If credits were not delivered, we will investigate the payment and account association.

We will never ask you to send a password, one-time sign-in code, or secret token to support.

For a widespread outage, email the subject line Viva Talk service incident. Include only the minimum technical information needed to identify the issue. We will use the support channel for incident updates and follow-up.