How to reach ViX customer service in the USA — phone numbers, hours and practical procedures

Executive overview

ViX is the streaming service operated by TelevisaUnivision that combines an ad-supported free tier and a premium subscription tier (ViX+) for Spanish-language movies, series and live sports. In the U.S. market ViX focuses customer support through digital channels (website help center, in‑app help, and email/contact forms) rather than publishing a dedicated toll‑free customer support line. Because ViX purchases and subscriptions are often processed through app stores (Apple App Store, Google Play, Amazon/Fire TV), many billing and refund issues are handled by the store that charged the customer.

This document explains exactly how to contact ViX support in the USA, which phone lines to call when the charge was processed by a third party, what information to gather before you contact support, typical response times and escalation best practices so you can resolve login, playback and billing problems fast.

Official ViX support channels (USA)

Primary entry points for official ViX help are the ViX Help Center and the in‑app support contact form. The canonical support web address is https://www.vix.com, with help articles and contact options at https://help.vix.com or the “Help / Contact” link found inside the ViX app on mobile and connected TV devices.

ViX does not list a public, general-purpose U.S. toll‑free phone number on its public support pages as of 2025. If you need live human assistance for account or billing disputes that originated through an app store or platform, contact the store directly (phone numbers below). For platform-specific billing or refund requests, the store that billed the card (Apple, Google, Amazon) typically has final authority over refunds.

Direct contact options and links

• ViX Help Center and contact form: https://help.vix.com — use this for account issues, playback troubleshooting and linking devices. Expect automated replies and a support ticket number.
• In‑app support (recommended): Open the ViX app → Settings or Help → Contact Support. In‑app tickets include device logs which accelerate diagnosis.
• Social channels: ViX frequently responds to inquiries on official Twitter/X and Facebook handles; use direct message for account references but do not send full payment details publicly.
• If you were billed by Apple (iOS): call Apple Support at 1‑800‑MY‑APPLE (1‑800‑692‑7753) or visit https://support.apple.com/billing. Apple processes App Store subscriptions and refunds for Apple‑billed purchases.
• If you were billed by Amazon (Fire TV / Prime channels): Amazon customer support phone 1‑888‑280‑4331 or use https://www.amazon.com/gp/help/customer/contact-us. Amazon handles channel subscriptions purchased through Amazon channels.

What to prepare before contacting ViX or the app store

Preparing the right data before you open a ticket cuts resolution time dramatically. Gather the following information and include it verbatim in your first message: transaction date and amount, the exact email used for the ViX account, the order/receipt ID from your bank or app store, device make/model, OS and the ViX app version. Typical useful identifiers include Apple receipt numbers that look like “Original Transaction ID” and Google transaction IDs visible in your Google Play order history.

Also capture reproducible steps and evidence: a short bullet list of the steps to reproduce the problem (e.g., “Play → Episode 3 → app freezes at 00:00:45”), one or two screenshots or short screen recordings, and the exact error message text or error code (for example, DRM error codes or HTTP errors). If the issue is billing, include the last 4 digits of the payment card used and the exact merchant description that appears on your bank or card statement.

Checklist before contact

• Account email and username (exact spelling), app version (e.g., ViX 5.x.x), device model and OS version (iOS 17.4, Android 14, Roku OS 12.5, etc.).
• Full receipt or order ID (Apple/Google/Amazon receipt), transaction date and charged amount (e.g., $4.99 on 2024-11-05).
• Screenshots of the error and a short description of reproduction steps plus time stamps for playback issues.

Hours, response times and escalation expectations

Because ViX prioritizes digital support, initial responses are typically handled by automation and then routed to agents. Typical response times are: automated acknowledgement within minutes, an initial agent reply within 24–72 hours for non‑urgent tickets, and faster replies (within a few hours) for playback or login issues when you include device logs and reproducible steps. Live-chat availability (when offered) is limited and may operate standard business hours; weekend and holiday staffing is reduced.

For billing refunds requested through ViX but processed by app stores, expect store review times of 24–72 hours for a decision and up to 7–14 business days for a refund to appear back on your card, depending on your bank. If resolution stalls, escalate in this order: 1) reopen the ViX ticket with “Urgent” and include all requested documents, 2) contact the app store/customer billing provider (Apple/Google/Amazon) with the same documentation, 3) if unresolved after 14 days, request a charge dispute via your card issuer as a last resort.

Practical tips for fast resolution and when to use phone numbers

If you absolutely need phone support, use the billing platform’s phone lines (Apple, Amazon) shown above for purchases routed through those stores. For technical issues not tied to a store charge, the in‑app contact form that sends device logs is the fastest route—phone agents (when available) cannot access device logs and will often ask you to reproduce the steps and then open a digital ticket anyway.

Keep copies of every ticket number, the name of the agent you spoke with, timestamps, and any follow‑up emails. If you are a business partner or enterprise customer (advertising, distribution or carriage), TelevisaUnivision has separate B2B contact channels; that contact information is on the corporate site https://televisaunivision.com and typically includes direct account manager numbers for contracted partners.