Our migrations team regularly manages customer migrations to Uscreen from a variety of other vendors - including Vimeo OTT! Customer migrations involve the mapping of existing users to comparable subscription data within Uscreen and connecting existing billing data so your end users won't be prompted to re-enter credit card details as you change platform providers. Billing information can only be migrated by using Stripe. This process does require support from our migrations team, and the booking of dev resources, and is currently only available to Amplify and Enterprise accounts. If you're not currently on one of these plans, please reach out to our sales team: sales@uscreen.tv.

Please contact our Migrations team before providing any data (migrations@uscreen.tv) so we can discuss your specific needs with you and schedule success calls if necessary. The below steps are meant to act as an introduction to the migrations process, but our team is able to provide additional support if necessary.

To prepare for your customer migration:

1. Set-up your Uscreen site including all content, customization, subscriptions, etc. Your Uscreen site should be finalized and ready for customers. Visit our Before Going Live - Checklist

2. If you have ordered a package that includes apps (highly recommended) - set up apps and make sure they are live. There are special considerations when it comes to transferring existing app subscribers, and we highly recommend reaching out to migrations@uscreen.tv to discuss what we can and can not do with respect to end-users on the various platforms.

3. Create a Stripe account and connect it to Uscreen as your payment provider.

4. Ensure all customers are in your Stripe account that is connected to Uscreen. Vimeo/VHX keep customers in their Stripe account, you will need to work with Vimeo/VHX and Stripe to have customers moved from their account to your account. NOTE: This process can take several weeks - please plan accordingly.

5. Review Invite User email template (Settings > Emails > Invite User). Ensure #{{user.name}}, #{{user.email}}, and #{{password}} variables are still included in the template so that Uscreen can fill those in for each customer. Add any other information you want to share and include your site URL or leave the #{{store.url}} variable in place as a link to the #{{store.title}} and the system will automatically add the URL based on the information on the settings tab.

NOTE: If you plan to set-up a custom domain with Uscreen, we recommend that this is completed after the customers are fully migrated to Uscreen. Your Uscreen URL (which includes uscreen.io) in the invite email will automatically forward customers to the correct website once your Custom Domain has been set-up and pointed to Uscreen.

6. Request a CSV file of customer information from Vimeo/VHX. The CSV file should include customer full name, customer email, Stripe ID, and next due date. This file should also include content access information for subscriptions and/or programs which you will match up with the subscriptions and programs in Uscreen.

7. Edit the CSV to include Uscreen subscription and/or program IDs. To locate Uscreen IDs, follow these instructions.

NOTE: Please see the example below before preparing your customer data CSV.

Migration_CSV_Example_Details_Vimeo_OTT.png

8. Provide the CSV file of customer data to Uscreen Migrations (migrations@uscreen.tv). Once the CSV file is received, your migration will be scheduled depending on availability. The migration progress will take approx. five to 10 business days. During this time, Uscreen developers will import customers and send the Invite User email with login details.

*Please note that when migrating from a platform like Vimeo OTT, it's important to consider when you will be able to coordinate the cancelation of subscriptions in Vimeo, and when billing will start in Uscreen. We recommend a period of overlap of 5 business days to give you enough time to troubleshoot any end-user issues that may come up*

9. After the migration is complete, remove any subscription records from Vimeo/VHX to prevent your old platform from continuing to charge customers. This will ensure customers are not charged twice as they will now be charged via Uscreen.

This help article is meant to act as an introductory guide on what to expect for customer billing data migrations from Vimeo OTT for Amplify and Enterprise accounts, but please do reach out directly to the migrations team with any additional questions you may have and to set up a success call so we can discuss specific timelines and tailor our approach to your business needs. There are many considerations in the migration process and our goal is to make it as seamless as possible for your end users.

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