Whereby Reviews 42

Excellent solution for video chat in our law app. Easy to use. Well API documentation. Good performance on video streaming. Everything's ok. Thanks

Very reliable tool.
GDPR-compliant.
Easy to use.
Participants do not need an account.

Whereby Embedded has been an effective and efficient video conference solution for our Platform. Not only is the Developer documentation easy to access and leverage for integrating Whereby with other software components within our tech stack, but the front end user experience is great.

Sometimes the picture in picture works and sometimes don´t.

Many of my patients i see on videocalls can not activate the camera. We usually have to go to another videocall service.

Pricing is good - normally pretty reliable.

We used Whereby Cloud recording for a 20 person webinar that was to be redistributed. "The recording cannot be recovered, sadly. This shouldn’t ever happen, so this (hopefully) was a one-off, edge case issue,"

really a mess for us to re-record.

It’s a decent platform, however, extremely disappointed that there is no screen share option for the iPad at this point.

UPDATE 17.04 after Whereby's response:
Thank you for taking the time to respond, and we appreciate the transparency regarding the analytics incident.
That said, we’d welcome the chance to have a direct call with someone on your team — not to relitigate the past, but to see whether the improvements you’re describing are reflected in practice. Four years and ~$15k USD/year is a relationship worth a 30-minute conversation.
If you’re open to it, feel free to reach out directly. We’ll judge by actions, not assurances.
— Thomas from HyHyve
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We’ve been Whereby Embedded customers for nearly four years, spending roughly $1,000–$1,500/month (~$15k/year). This review is written from the perspective of a technical team that has genuinely tried to make this partnership work — and is now documenting why we’re leaving.

The Early Days Were Genuinely Impressive

When we first integrated Whereby Embedded, the experience was excellent. The API was well-documented, the SDK was reliable, and — most importantly — the support team was staffed with real engineers who understood the product deeply. Response times were fast, answers were accurate, and the team clearly cared. This was the Whereby we signed up for.

What Still Works

To be fair: video and audio quality is genuinely good. The underlying media stack is solid and has been consistently reliable for our users. This is not a product where the core technology is broken — and that’s exactly what makes the surrounding decline so frustrating. The foundation is there.
The Decline Is Impossible to Ignore
Somewhere in the last two years, something fundamentally changed. The experienced engineers left, and the quality of every touchpoint declined sharply with them.

Support is now borderline unacceptable.

We’re paying close to $20k/year and have waited over two weeks for responses to detailed technical emails — only to receive what is clearly a generic AI-generated reply that doesn’t address the question. For a B2B infrastructure product, this is a serious trust and reliability issue.

The platform has become progressively buggier.

Two issues that stand out: selected audio and video devices are no longer persisted between sessions — a regression that should never have shipped — and the analytics dashboard has been broken for weeks. That last point is particularly concerning: if the dashboard that tracks usage is unreliable, how confident should we be that the usage we’re being billed for is accurate?

Feature development feels completely disconnected from customer needs.

New features ship sporadically and seem to address no real use case our team or our users have ever asked about. We’ve invested significant time writing detailed bug reports and proposing solutions — repeatedly — and have seen no meaningful response or acknowledgment.

Where We Are Now

It’s genuinely disappointing to write this. We’re not a company that switches vendors lightly, and we spent considerable time trying to help Whereby improve before giving up. But after years of declining quality and no sign of course correction, we’ve started building our own Whereby alternative on the LiveKit stack — specifically for teams who are tired of dealing with these exact frustrations.
If you’re evaluating Whereby Embedded today: the underlying media quality is solid, but you’re betting your product on a vendor whose support infrastructure and engineering culture appear to be in serious decline. Factor that risk in accordingly.

Product can't be more simple and useful, we love whereby one click meetings on browser.

I have been using Whereby for a couple of years. It has been decent and I have been satisfied.

Until 1-2 months ago where my entire team experiences multiple disconnections for them and clients every second minute of a meeting. They had to switch temporary meetings to phone and Google Meet.

I reached out to Whereby one month ago, a week ago and earlier this week. No response.

I paid for a year and as far as I can tell I will not be able to get a refund although the service does not live up to what I paid for by far.

I am willing to change my review if they choose to assist me.

Many video conference issues have been present, along with missing features for business-oriented work, and delays that are not acceptable. In addition, there is no clear and clean subscription cancellation process.

Adding to that, an average response time of 72 hours or more, especially for paid users, is simply too long.

Awful customer service. One week and still no answer!

We pay these guys $700 a month on average and they do not seem to care about our issue. They take 3 business days on average to reply just a small non-helping response.
[Edit: their response shows how much they're unable to read their own data, I just emailed them screenshots showing that the email I'm using to contact them is registered (and an admin) in our account. Plus the fact that they're not answering us since last week but take time to responds to a trustpilot review before responding to us is just astonishing.]

I'm not sure how it could be simpler for my one to one calls in my small business. Good side by side profile so one of you isn't gigantic like other platforms. Easy to understand. Does what it says on the tin, can file share, type messages if needs be, cheapest yet. Not sure what else I'd need yet. Annoying that they cut the free calls to 30 yes, but understand they are a business too. At the moment the price point is ok. If it rises I'd look around.

First, what is positive? Wonderfully simple to use, good quality video and sound, seems generally reliable and consistent.

What is not positive, besides the non-sensical name:

Awful customer support. Actually, I don't know if there is any customers support at all since they don't seem to respond, When you submit a request, they promise a few hours response time, then send an email telling you they're short-staffed and looking to get help in the next few weeks, followed by silence.

Their login method seems unsafe and potentially disruptive. You enter your email and are sent a code to that email. No password and no other way to log in. What if your email is down? Or your email gets compromised? Without an alternative login method, you're in trouble and can't log in to their system.

Their so-called customization options are basic and flawed and unprofessional. For example, one would expect a custom background to replace their stock backgrounds, but it seems like they merely cover them up. When you go to login with a link, the background is first the original stock one and then fades into your customised one. It looks bad and amateurish.

Finally, I resent that I'm a paying customer and yet every time I end a call I get a big ad to upgrade to a tier that does not fit my usage, i.e. I'm a self-employed and work alone and they want me to upgrade to a team plan with a minimum of three users. There is no way to disable this. This is my daily workspace and I pay for it so I don't want to be targeted every time I end a call.

So, sadly, I want to like Whereby, but I don't. They have a potentially great product, but it's completely let down by the above, particularly the lack of service.

Updated on 31 March in response to Whereby's reply below:

1. I submitted a support request on 21 March and still have not had a response as of today, 31 march. I also followed up last week about this. I am on the Pro plan, so your statement about 72 business hours is not accurate, at least not in my case.

2. I understand the thinking behind your login method and am meticulous with email security. With that said, email service is not 100% reliable despite everyone's best efforts and downtime does occur. If my email is not working, I can't access Whereby. Surely that can't be a good system? If you had some other way of access, it would be fine, but with slow or no support and not alternative, it seems like an unreliable setup.

3. I reached out to you about the issue with the background in my support request, but received no response. I'd like support rather than a general response about passing on the information. This issue happens with all browsers and every time. It's hard to imagine that it's the first time, but if it is then I'd like help resolving it. I'd be happy to send clips of how the original background loads first, followed by my custom plain black background a second or two later.

4. Regarding advertising, I don't understand the thinking. I really want to use Whereby as a professional platform, but I don't want my daily work environment (i.e. the Whereby interface) to have advertisement as though I'm using a free service. I also don't want my clients to have advertising when they leave their meetings with me, though that is slightly more understandable.

It is unfair to criticise the platform simply for introducing paid plans. This is a business, and after an initial free period to establish itself, it is reasonable for them to start charging.

I have been using Whereby for a while now, and both my clients and I have had no issues with it.

I also appreciate the virtual waiting room feature, as it enhances privacy and confidentiality.

Finally, unlike other platforms - including well-known ones - where I have often encountered problems with video sharing, audio syncing, and similar issues, Whereby has always been seamless and reliable.

Thank you Whereby for responding to my earlier message here. I've emailed Support but haven't received a response except one that suggests I access the dashboard on my account to request priority support. I'd love to do this if I could access my account in the first place! Otherwise Support makes no response, so I'm in the dark here.

Been using Whereby for several years now. BUT! Now login code not reaching email. Microsoft tech looked into this very thoroughly and no fault there. Cannot speak to a human at Whereby about this. I need this to function as I work with clients on the platform. Not good enough just to have online articles for problem solving.

Free plan has been limited to 30 minutes in total. Not per meeting. Even though it says on their website and in e-mails that it is per meeting, it is not.

I have asked 3 times when the 30 minutes "reset", but I have gotten a presumable AI-answer first, then another e-mail referring to their website that states it is per meeting. I assume the 30 minutes reset once daily.

This makes it useless for us, and most others.

The oneline, self-serve demos are not real demos. They are just someone talking. I didn't watch the whole thing because I was looking for a real demonstration. So I signed up for a live demo. It was terrible and at the end, the presenter just gave my email address out to everyone on the call because he wanted to confirm it. That was a SERIOUS BREACH OF TRUST in handling my personal information. Makes me wonder how they would handle my personal account information if I did sign up with them, which I will not.

UPDATE
WhereBy, replied on July 10 that they would never give someone’s email out. Their representative certainly did spell out my email address during the live “demo” (and they do call it a live demo).

Whereby, you reply shows me you have no care about correcting the problem. You simply could reach out to me, ask me who ran my live demo, and find out who else was on that call to verify what happened. So, thank you for your response. I feel much better having chosen not to do business with you. I made the right choice to report it at least on here so others might be aware.

It crashed and did not work on paid plan. Customer service was appalling. I was refused a refund for something that did not work and hijacked my business meeting on multiple occasions. I have used this website for years (before it was rebranded to whereby).

On a free plan whenever I wanted to switch to a bigger room (from 2 people to more) it would always kick us out. I hoped on a paid plan it would be smooth but it just keeps kicking everyone out again nad again and crashing anyways.

I was told it's my connection or browsers that I use but it has always worked fine on all devices.
Once switched to pro, it stopped functioning well, the screen would suddenly freeze, sharing screen option would just crash and kick everyone out.

I can't allow this to happen to my future meetings.

I'm very upset about the outcome.
I specifically said I am a small biz owner with limited resources (time & money) and I have to make decisions that are best for me right now. I can't help troubleshoot this and I would like a refund for something that did not work for me.
If it works for most of your customers and I am a rare case why not refund and let someone go?

The customer service kept asking for more and more of my time and only offered credit for a service I explicitly said I was NO LONGER interested in using. I don't have time to sit on a chat and troubleshoot your website.
Switched to a competitor that works without a fail and I am happy with my subscription there.

I am aware that this is a bit emotional review but I am really upset by how I was treated. I will never consider coming back and I rarely take time to leave negative reviews unless I got scammed or treated unfairly and warning others in a similar position is the right thing to do.

This experience makes me really sad because for years I have sung praises about this company only to be told 'computer says no' kind of answer. I would have been open to consider coming back at some point in future (when the service improves and I am in a different place with my biz) but not after how this was handled.

Please don't use it if you are a small biz owner and need something reliable.
Z or GM are good alternatives.