You don't need to use special words or phrases when speaking to Vivian. Simply explain what you need help with in your own words.
A little detail can help Vivian understand your question and find the most relevant information for you.
Be clear about what you need help with
Instead of writing:
“My ad doesn't work”
Try giving Vivian a little more information, for example:
“My ad was approved, but I can't see it in the search results.”
Include useful details
Tell Vivian what you were trying to do and what happened.
For example, if you're having trouble with your account, ad or verification, explaining what you can see on your screen or any message you received can help.
Never share your password, payment card details or other sensitive information in the conversation.
Ask one main question at a time
If you need help with several different things, dealing with one issue at a time can help Vivian give you a clearer answer.
What if the answer doesn't solve my problem?
Tell Vivian that you still need help and explain what hasn't worked.
Some issues need to be reviewed by one of our teams. If further support is needed, you'll be directed to the appropriate next step.
Remember
Vivian is here to make finding help easier, but our teams haven't disappeared.
Customer Service support will continue to be available for issues that require human review.
Still got questions? Contact us.