Frequently Asked Questions

All Questions in

Support

I need help, how can I contact the Subly team?

We love to help and hear your feedback and suggestions. It all helps us to keep building an even better SaaS product for you. The Subly Superheroes are available at support@getsubly.com around the clock.

How do I report an error to Subly?

Your feedback is always useful, please email support@getsubly.com if you spot something that needs to be fixed.

Why haven't I received a verification email?

Don’t worry, sometimes our emails end up in your spam folder. Check there first, if you still can't find it please let us know at support@getsubly.com and one of our Subly Superheroes will be in touch.

Why haven't I received a password reset email?

Don’t worry, sometimes our reset emails end up in your spam folder. Check there first, if you still can't find it please let us know at support@getsubly.com and one of our team will be in touch.

Why can't I reset my password if I sign into Subly with Google?

The reset password link only works for users who entered an email and password to sign up. Check to see if you signed up with your Google account instead.

Why can't I upload my file?

We're sorry you're having problems. First step is to check your file is the correct format, extension and size. Then try to log out and back in. Next step is to try a different browser. If that doesn't work, please email support@getsubly.com with a screenshot of your error message and any details.

Why won't my file transcribe or translate?

We're sorry you're having problems. First step, try to log out and back in. Next step is to try a different browser. If that doesn't work, please email support@getsubly.com with a screenshot of your error message and any details. The team is always ready to help you find a fix.

Why are there mistakes in the transcription?

Our transcription uses AI and the quality of the transcription really depends on the quality of the audio, the spoken language and pronunciation. We are constantly improving the transcription quality and striving for 100% accuracy in the future. Because of many factors that we can't influence, the transcription may not be 100% accurate. That’s why we've built an easy-to-use platform so you can make any edits you need to, in seconds.

Didn't find exactly what you're looking for or have a question?

We’re here to help. Our team offer email support Monday to Friday and we always try to reply to you within 48 hours.

Contact support