Verified: March 7, 2026 07:25 am ET
Industry: Smart Home Security & Monitoring
Jurisdiction: United States
Primary Regulator: Federal Trade Commission (FTC) & State Attorneys General
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. Vivint staff will never ask for your master panel PIN, account password, or payment card details over the phone.
Level 1: Customer Support (Initial Complaint)
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How to complain: Contact Vivint Customer Support via their official web portal, live chat, or call their primary routing numbers. For existing customers, logging into your Vivint account portal offers authenticated support options.
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Primary Customer Service: 1-800-216-5232
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Source Verification Note: Vivint Contact Us
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Availability: General customer and technical support is available Monday through Friday, 7:00 AM to 1:00 AM EST, and Saturday, 7:30 AM to Midnight EST. Emergency alarm monitoring runs 24/7.
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Timeline: Vivint aims to resolve standard technical inquiries over the phone. However, cancellation requests require a formal written notice (often via an emailed form) and mandate a 30-day processing period.
Level 2: Formal Corporate Escalation (Notice of Dispute)
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Who to contact: If standard support is unsuccessful (especially regarding unauthorized charges or ignored cancellation requests), Vivint’s Terms of Service dictate you must send a formal written “Notice of Dispute” detailing the issue and your specific request for relief via certified mail to their corporate legal headquarters: Vivint Smart Home, Inc., Attn: Legal Department, 4931 N. 300 W., Provo, UT 84604.
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Source Verification: Vivint Policies
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Timeline: Once received, Vivint’s legal and executive resolution teams have a mandatory informal resolution window (typically 30 to 45 days) to investigate and attempt to resolve the dispute before you are legally permitted to proceed to arbitration or court.
Level 3: Regulatory Authority (Government Ombudsman)
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Authority: Federal Trade Commission (FTC) and your State Attorney General.
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Portal/Contact: File a consumer complaint online via the FTC at reportfraud.ftc.gov or contact your State Attorney General’s consumer protection office. Note: Because Vivint has a documented history of federal regulatory action regarding deceptive door-to-door sales tactics and aggressive retention policies, government regulators actively monitor consumer complaints against them.
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Source Verification: FTC Consumer Protection
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Timeline: You can file a regulatory complaint at any time after attempting to resolve the issue directly. Regulators will review your complaint to identify patterns of deceptive practices and may mediate on your behalf.
Level 4: Legal Action (Final Step)
- Pre-Litigation: Before pursuing legal action, carefully review the Vivint Terms of Service. Vivint strictly enforces a Mandatory Binding Arbitration clause and a Class Action Waiver for all U.S. consumer disputes.
- Court/Arbitration: If the informal resolution period (Level 2) fails, Vivint’s contract generally allows you to file a lawsuit in Small Claims Court for individual claims below your state’s limit, bypassing arbitration entirely. If the dispute exceeds small claims limits, you are required to initiate Binding Arbitration through the American Arbitration Association (AAA) or another designated provider.
- Source Verification: Vivint Policies
Community Action: Is Vivint still ignoring your cancellation request or billing dispute? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right AAA arbitration templates!