Help
Answers for jobs, editing, billing, and account data — plus how to reach a human.
Contact support
Send a request below and keep the support reference we show you. Include a job or project reference when relevant. Never send media files, passwords, payment details, or access tokens.
The support form is temporarily unavailable. Please email us with your account email and any relevant job or project reference. Do not send media files, passwords, or payment details.
Email [email protected]Jobs
How does a job work?
Add a supported file, review the measured quote, and confirm. Nothing runs — and no credits are reserved — until you approve the quote. Progress appears on your dashboard and finished results land in Projects.
What happens if a job fails?
Credits reserved for work that was not delivered are returned to your balance automatically. You pay only for delivered work.
How long are results kept?
Results stay in Projects until you delete them. Original media is removed 24 hours after a successful job; failed uploads are removed after 7 days.
Editing and exports
How does the editor save?
Every cue edit saves automatically with a version number. The save state in the toolbar always shows whether the latest change is stored.
Which export formats are available?
SRT, VTT, ASS, TXT, and JSON, where the workflow supports them. The export buttons in the editor toolbar download the current saved version.
How do I find and replace text across cues?
Use the find bar above the cue list. It counts matching cues as you type, and Replace all rewrites and saves every matching cue.
Billing and payment
When do credits appear after payment?
Credits appear once we confirm your payment, usually under a minute. Your balance and purchase history are on the Billing page.
Do credits expire?
No. Packs are one-time purchases, not subscriptions, and credits never expire.
How do refunds work?
Work that is not delivered is returned to your credit balance automatically. For a payment refund or dispute, email [email protected] with your account email.
Privacy and deletion
How do I download my data?
In the app, open Settings and request an account export. When it is ready, authorize the private download from the same page.
How do I delete a project?
Open the project from Projects and type the shown confirmation code. The project becomes inaccessible immediately and physical deletion is queued.
How do I delete my account?
In Settings, type DELETE and confirm. Your content is removed within 30 days; minimal payment records are kept only where the law requires.