Translate Now support
Use this page to reach the Translate Now team about an account, payment, recording, transcription, translation, export, or privacy question. A clear message helps us understand the issue without asking you to repeat the same context in several emails.
Tell us if you cannot sign in, verify an email address, reach the workspace, or use the expected account. Include the email address connected to Translate Now and the sign-in method you used, but never send a password, verification code, session cookie, or private authentication link. If the problem only appears in one browser or on one device, mention that detail and the approximate time it happened.
For a credit balance, checkout, promotion, subscription, or refund question, share the account email, the plan or credit pack involved, the payment date, and the last four characters of the payment reference when available. Do not paste a full card number or bank record. We can compare your account ledger with the payment event and explain whether credits were granted, consumed, refunded, or are still pending.
If live captions, recording transcription, speaker labels, or translation quality did not behave as expected, describe the source language, target language, recording length, and whether the session was live or uploaded. A short, non-sensitive example of the missed phrase is usually more useful than an entire classroom recording. Mention whether the issue affected the original transcript, the translation, or both so we can investigate the correct stage.
Let us know when a summary, keyword, search result, replay position, bilingual note, or export does not match the source session. Include the session date and the action you took immediately before the issue. If an export failed, tell us the format you selected and whether the browser showed an error. This information helps us distinguish a display problem from a processing or file-delivery problem.
Send the smallest useful example and leave out passwords, verification codes, complete payment details, and private classroom material.
Start with the account email, the page or feature involved, the approximate time of the issue, and the outcome you expected. Screenshots are helpful when they do not expose classmates, lecture content, payment details, or other private information. Please summarize sensitive classroom material instead of pasting it. If the matter concerns an urgent account-security issue, say so in the first sentence and stop using the affected session until we reply.
We read each message in context and route it to the product, billing, or account workflow that can resolve it. Some questions can be answered from account records; others require reproducing a browser flow or reviewing a processing event. We may ask for one additional identifier, but we will not ask for your password or a complete payment credential. Response time varies with the investigation, so one detailed request is more effective than several duplicate messages.
Classroom recordings, transcripts, translations, and notes may contain personal or confidential information. Send the smallest example needed to demonstrate the problem. Remove student names, identifiers, access links, and unrelated conversation before sharing. If we need a larger sample, we will explain why and agree on a safer transfer method first. General product feedback does not require any recording or transcript attachment.
Include the Translate Now account email, payment date, product or credit pack, currency, and a partial transaction reference. Also say whether checkout completed and whether the credit ledger changed. Do not send a full card number, security code, bank login, or one-time verification code.
Yes. Start with the language pair, live or uploaded mode, approximate timestamp, and a short redacted example. In most cases that is enough to identify whether the issue concerns audio capture, transcription, speaker separation, translation, or the interface that displays the result.
Use the same form and describe the study situation before proposing the feature. Tell us what you were trying to accomplish, what you do today, and where time or context is lost. Concrete lecture and review workflows are easier to evaluate than a feature name on its own.
State whether your request concerns an account, recording, transcript, translation, note, export, or analytics data. Use the email connected to the account so ownership can be verified. Avoid attaching the private content itself unless the team specifically asks for a limited example.