New Contact Us experience

  • 2
  • Announcement
  • Updated 12 months ago
  • (Edited)
23 April 2018

Following the launch of our new help site last November and continuing improvements to our customer service operations, we are thrilled to announce the launch of a new Contact Us experience for all IMDb users. This is now available from https://help.imdb.com/, following contact links - or anywhere across our sites where contact links are found.

The new Contact Us experience has the following key benefits for you:

  • Quick answers - most questions are answered inline when you select an issue.
  • You can simply reply to our messages from your email client. You no longer receive emails from a “do not reply” address and are no longer forced to go online to our site to reply.
  • Mobile-optimized experience - contact us pages and emails work well on mobile phones.
  • Ability to provide feedback on your customer service experience, similar to Amazon’s customer satisfaction survey, to help us continuously improve our service (this feature will be enabled a few weeks after the initial launch).



How does logging in on the help site work?


To help streamline the options for our users, based on what they are likely looking for, we have added login functionality on the help site. Depending on a user's login information, they will see the relevant topics and contact options (e.g. IMDbPro members see membership, profile control topics etc.). For convenience, if a user is already logged in on www.imdb.com or https://pro.imdb.com, they will remain logged in - they don't have to do anything. If a user is not logged in already, they are asked to login via a pop up message, with their IMDbPro or IMDB login information. If a user cannot login due to log in issues,they can still contact us to help them log in.




Contacts history


With the ability to receive our full replies to your inbox and simply reply to our messages as you would to any other email, we will deprecate the contact history page at imdb.com/helpdesk/mycontacts, an old piece of technology that we will no longer maintain -part of the platform updates our founder, ColNeedham, has previously talked about.

We hope the new contact flow helps you quickly solve questions you have about our features and services. If you need to contact us, responses are typically within 24 hours.


Please feel free to reply on this thread with any feedback or any issues you encounter.


Thank you in advance. We look forward to your feedback.


Photo of Lina

Lina, Official Rep

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Posted 1 year ago

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Photo of Peter

Peter, Champion

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I noticed that the replies I get to messages from the contact form now say:

“Please don't hesitate to let us know via the Contact Form if you have any further problems.”

It isn’t mentioned that I can reply by email, and I might not have thought I could if I hadn’t seen the annnouncement. Do you prefer if we don’t reply by email?
Photo of Jeorj Euler

Jeorj Euler

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Apparently it is okay to reply via email.