Руководящих принципах для государственных и правоохранительных органов

[Last Updated: October 22, 2025]

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. Furthermore, private messages and calls are end-to-end encrypted. This means that the content of these communications, including text, images, audio, and video, is protected and neither Viber nor any third party can decrypt or read them. Therefore, we do not keep records of such information and it cannot be accessed, retrieved, or seized, even if presented with a court order.

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 be submitted at this designated** form**. For more information on Call Detail Record Requests see 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 du 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;