[Last Updated: February 17, 2024]
These operational guidelines (“Guidelines“) will provide law enforcements officials with information regarding how to contact Viber while seeking certain records, including without limitation Call Detail Record, which include the list of calls and sent messages (“CDR”) or other requests regarding Viber accounts or Viber users or content made publicly available by such users’ through Communities or Channels (“Request(s)” and “Account Records” respectively). These Guidelines do not apply to Viber users, the Viber users can seek information about their information, records and account through the Viber Support Portal. Further, private messaging and calls are end-to-end encrypted, which means that they are protected against Viber and third parties being able to read them and we do not keep records of them.
Viber is committed to the privacy and rights of our users. Therefore, Viber will notify its users regarding the submission of a Request, prior to the disclosure of any Account Records, except where: (i) providing notice is prohibited under applicable regulation, court order, subpoena or other legal process; (ii) emergency event occurs and providing a notice could result in a significant risk (e.g., injury or death) to an individual or a group of individuals; or (iii) an emergency event involves potential harm to minors. In such event Viber may delay, suspend or restrict the provision of such prior notice.
Viber discloses Account Records solely in accordance with applicable European Union Member State laws or applicable US Federal laws (such as Stored Communications Act (“SCA“)), including Requests based on court orders or search warrants issued under Civil and Commercial Laws, Criminal Laws, Consumer Laws and Corporate and Taxation Laws. Any other international requests must be based on a Mutual Legal Assistance Treaty.
How to Submit a Request:
- Call Detail Record Requests shall follow the guidelines available here.
- Content Reports, reports relating to hate speech and Trusted Flagger Report shall follow the guidance available here and shall be submitted at this designated form.
- Emergency Requests, i.e., Requests concerning death, injury or child safety shall be submitted at this designated form.
You may also send Viber a Request through Viber’s registered address listed below; however, please be advised, that if you choose to submit a Request via regular mail, our response time may be significantly slower.
Custodian of Records
Viber Media S.à r.l.
2, rue des Fossé, L-1536
Luxembourg, Grand Duchy of Luxembourg
Viber’s acceptance of Requests by these means is for convenience only and does not waive any objections or legal rights of Viber or its users.
All Requests will be handled by Viber in accordance with the Viber App Terms of Service, Acceptable Use Policy and Privacy Policy, and only in response to certain types of legal process, including subpoenas, court orders, or search warrants, or other regulatory mechanism. All Requests must include the following information:
- The phone number associated with the Viber account that is the subject of the Request;
- In the event the Request requires Viber to remove Content from any public Community or Channel, additional information will be required as detailed here;
- Name of the issuing authority;
- Badge or ID number of responsible agent;
- The specific Account Records requested;
- Legal grounds for submitting the Request;
- Direct contact information (such as phone number and email address); and
- Requests must be submitted from an official law enforcement or governmental authority email domain;
Note certain additional information must be required for specific Requests sent according to these Guidelines. Viber may require additional information necessary in order to compel with a Request. Please make sure to be as specific and detailed as possible when submitting a Request, as Viber might not be able to process and respond to overly broad or vague Requests.
Emergency Requests:
Viber may voluntarily disclose Account Records when we believe that an emergency event posing a threat of imminent death or serious bodily injury (such as a terror threat) requires the immediate disclosure of such records.
A law enforcement agency may submit an emergency request through this form.
If you are a Viber user and you become aware of an emergency event or potential emergency event, please contact your local law enforcement agency directly and immediately.
Child Safety:
Viber reports all apparent instances of child exploitation appearing on Viber Services to the applicable law enforcement authorities, including information drawn to our attention by law enforcements. If you are submitting a Request to Viber that relates to the exploitation or the safety of minors, please make sure to specify this in the Request and include any relevant report identifiers to ensure that we are able to address these matters as quickly and effectively as possible.
General Provisions:
Viber retains different types of user data for different periods of time. Therefore, it is likely that law enforcements would want Viber to extend its retention policy for certain Account Records in response to an alleged incident for which it seeks evidence. Upon receiving a signed and dated preservation Request by law enforcement officials, Viber will attempt to preserve available Account Records in an offline file for up to 90 days, and will attempt to extend such preservation period for one additional 90-day period upon receiving a formal extension Request.
Viber may seek reimbursement for any and all costs incurred by Viber in connection with our processing costs in responding to a Request, including additional costs incurred in responding to unusual or burdensome Requests.
Viber may update these guidelines from time to time as shall be reflected in the Last Updated header above. Please make sure to review these guidelines before submitting any Request to Viber and ensure you are following the most up-to-date version of the guidelines correctly.
Point of Contact for DSA inquires:
You may contact us (in English or French) at dsa@viber.com regarding any question relating to our compliance with obligations of the Regulation (EU) 2022/2065 of the European Parliament and of the Council of 19 October 2022 on a Single Market For Digital Services and amending Directive 2000/31/EC (“EU Digital Services Act”).