Content and account enforcement on Viber
Overview
This guide explains how we keep the Viber platform safe by reviewing activity and taking action - like removing content or restricting accounts - when Viber’s terms and policies aren't followed.
If you feel a decision should be reviewed, you can find details in this article on how our review process works and how to submit an appeal.
Account or content restrictions and enforcement actions
Viber may remove content, limit the visibility of content, restrict access to certain features, or restrict or suspend an account when we believe that content or activity on Viber violates our Terms of Service, Acceptable Use Policy, applicable feature-specific terms, or applicable law.
This may include, for example, content or activity involving spam, scams or fraud, impersonation, harassment, hate speech, violent or graphic content, sexual content, illegal goods or services, intellectual property infringement, or other prohibited content or misuse of Viber.
The notice you received should indicate the type of action taken and the general category of the relevant violation. This page provides additional general information about how Viber reviews and enforces its rules.
Depending on the nature and severity of the violation, Viber may take one or more of the following actions:
- Remove or disable access to content;
- Reduce or limit the visibility of content;
- Restrict access to certain features;
- Temporarily restrict or suspend an account;
- Permanently suspend or terminate an account;
- Take other actions permitted under our Terms of Service and Acceptable Use Policy.
In some cases, the action may apply only to specific content or features. In other cases, it may apply to the account as a whole.
Viber’s review and moderation process
Viber may review content, accounts, reports, and activity using a combination of automated tools, technical signals, user reports, trusted sources, and human review.
Automated tools may help detect, prioritize, classify, or take action against content or activity that appears to violate Viber’s rules. Human reviewers may also review certain reports, appeals, or enforcement actions, depending on the type of issue and the applicable process. When a notice states that a restriction / block was applied automatically, it means that our automated systems were used in the relevant case.
Not every action is reviewed in the same way. The review and moderation process may depend on the relevant Viber feature, the type of violation, the risk involved, the available information, and applicable legal requirements. In applying our rules, Viber seeks to take the relevant context into account and to balance freedom of expression with the need to maintain Viber as a respectful, safe, and welcoming environment for all users.
To help explain enforcement decisions, Viber may refer to a general violation category, such as spam, fraud, impersonation, hate speech, violent content, sexual content, intellectual property infringement, or another category of prohibited content or activity.
These categories are intended to help users understand the general reason for the action. They may not include every detail considered by Viber, and they may not reproduce the full wording of the relevant policy.
How to appeal a decision
Yes. If you believe that Viber made a mistake, you may appeal the decision.
You can submit an appeal through the Contact Us request form.
When submitting an appeal, please explain thoroughly which content of yours was blocked, why you believe the decision should be reviewed, and include any relevant information that may help us assess your appeal.
Rakuten Viber will review your appeal through its internal review process.
If we determine that the original decision should be reversed, we may restore the content, remove the restriction, or take another appropriate corrective action.
If we determine that the original decision was correct, the action will remain in place. We will notify you of the outcome of the appeal.
Where required by applicable law, including for users in the European Economic Area (EEA), you may have the right to appeal certain content moderation decisions for at least six months from the date of the decision.
Please follow the instructions in the notice you received and submit your appeal as soon as possible.
If you are located in the EEA and your appeal concerns a decision covered by the Digital Services Act, you may also have the right to seek resolution through a certified out-of-court dispute settlement body, where applicable.
This does not prevent you from using Viber’s internal appeal process, and you may also have other rights under applicable law.
For general questions relating to Viber’s compliance with the Digital Services Act, you may also contact Viber’s DSA point of contact at dsa@viber.com.
You can learn more about Viber’s rules and policies here: