Frequently Asked Questions

General

How do I sign in?

Go to my.getsubly.com/login and either enter your email and password, or use the 'Sign in with Google' button. You'll need to use the method you signed up with.

How large can my file be when uploading?

The maximum file size you can upload for automatic transcription depends on your subscription plan. It’s 500MB for Free, 1GB for Pro, 2GB for Premium and 2GB for Business.

What languages does Subly translate to?

With Subly you can translate audio and video. We support translation in various languages and dialects including:

  • Afrikaans
  • Albanian
  • Amharic
  • Arabic
  • Armenian
  • Azerbaijani
  • Bengali
  • Bosnian
  • Bulgarian
  • Catalan
  • Chinese (Simplified)
  • Chinese (Traditional)
  • Croatian
  • Czech
  • Danish
  • Dari
  • Dutch
  • English
  • Estonian
  • Farsi (Persian)
  • Filipino Tagalog
  • Finnish
  • French
  • French (Canada)
  • Georgian
  • German
  • Greek
  • Gujarati
  • Haitian Creole
  • Hausa
  • Hebrew
  • Hindi
  • Hungarian
  • Icelandic
  • Indonesian
  • Italian
  • Japanese
  • Kannada
  • Kazakh
  • Korean
  • Latvian
  • Lithuanian
  • Macedonian
  • Malay
  • Malayalam
  • Maltese
  • Mongolian
  • Norwegian
  • Persian
  • Pashto
  • Polish
  • Portuguese
  • Romanian
  • Russian
  • Serbian
  • Sinhala
  • Slovak
  • Slovenian
  • Somali
  • Spanish
  • Spanish (Mexico)
  • Swahili
  • Swedish
  • Tagalog
  • Tamil
  • Telugu
  • Thai
  • Turkish
  • Ukrainian
  • Urdu
  • Uzbek
  • Vietnamese
  • Welsh
How much storage do I have for my video and audio content?

The storage you have on Subly depends on the plan you select, ranging from 1GB on Free to 200+ GB on Business. Discover more here.

Why do you need permission to change or delete my files on Google drive?

You can use Subly without giving any permissions to Google Drive. Permissions are only required for the 'Upload from Google Drive' and 'Save to Google Drive' features. If you don't click on those buttons, Subly will have no permissions at all for your Google Drive.

How secure is my personal information?

We use AWS user management service to manage our users and their attributes. It is handled with secure access. However, if you need our support to edit video online, you can request our support and we can help. For further details please see our Privacy Policy.

What is the accuracy of Subly's transcription service?

We use AI for your transcription and translation so you can download subtitles! The technology we use is from a trusted industry leader in the field of Automatic Speech Recognition (ASR). The accuracy of your transcription depends on the file, the audio quality, background sounds, accents and local dialect.

What video and audio files does Subly support?

We currently support .mp4, .mov for video and any audio files. Soon you’ll be able to convert video to audio too if you just usually record audio. If your file is a different format you can use a free 3rd party conversion tool. Here's one we've tried.

Does Subly support languages other than English for transcription?

Subly supports transcription in various languages and dialects. We support different dialect in English as well as these languages:

  • Brazilian Portuguese
  • Canadian French
  • Chinese Mandarin-Mainland
  • Dutch
  • Farsi
  • French
  • German
  • Gulf Arabic
  • Hebrew
  • Indian Hindi
  • Indonesian
  • Italian
  • Japanese
  • Korean
  • Malay
  • Modern Standard Arabic
  • Portuguese
  • Russian
  • Spanish
  • Swiss German
  • Tamil
  • Telugu
  • Turkish
  • US Spanish
Do you have a referral program?

Of course! We always want Subly users to share the love, so every time you refer a friend, you’ll get 5 minutes if they sign up for a free account and an extra 10 minutes if they upgrade to a paid plan. Your friend will get the extra minutes too! Log in to refer to friends today.

Can I collaborate with my team or clients?

Sure! With Premium and Business plans you can invite teammates to share minutes and edit video and audio together. Speed up your content workflow whether subtitling or translating with a global team.

How secure is my video and audio file uploaded to Subly?

Security is something that we take seriously at Subly, for both our users and infrastructure. Subly is built on AWS (Amazon Web Services) which means we have a mutual responsibility with AWS when it comes to our security and our clients. All files uploaded to Subly are encrypted and not accessible to the public. We will always endeavor to have the best security practices to protect confidential information. We pride ourselves on this. For further details please see our Privacy Policy.

How are my videos saved? Are they protected against leaks and hacking?

All our content and user content is saved on Amazon S3. Amazon is one of the most secure services in the world and they maintain very high level security standards. When we develop our product we make sure to keep those high standards. We are constantly optimising and improving where needed and working with Amazon very closely to ensure no data or content is compromised.

You will be the only person to access your videos unless you share your user account details or invite teammates. Our team will have access to user accounts and content for the sole purpose of developing new features or helping you with support issues. Our team keeps all data and content private.

Pricing

How much does Subly cost? Is Subly free?

You can use Subly for free with our Free plan. This is a great way for you to give automatic transcription for video a try and see if it works for you. As part of the Free plan you can subtitle 10 minutes of content per month. If you need more minutes and features, check out our paid plans.

Do you offer a trial for paid plans?

Yes, you can try Pro features before you even need to upgrade. Log in to your Free account and select the ‘Pro’ button when editing your content. It will allow you to try all the features and then choose to upgrade if you'd like to download your video with Pro features.

How can I get more minutes for my subtitling?

Need more minutes to subtitle your videos? Log in to your Subly account and go to your Settings (you can get there by clicking your profile icon in the top right). Select Change plan under Subscriptions and choose the plan and minutes you need. Easy-peasy. Looking for more than 1000 minutes per month? Contact our sales team to find the plan you need.

Do you have an annual plan?

Yes, we have annual or monthly plans for all the paid subscriptions. You’ll receive up to 20% off when subscribing to an annual plan. Discover more here.

What happens when I upgrade to a new monthly plan?

Your existing plan will be canceled, your new plan is effective immediately, and you receive a charge for the new plan. Remaining minutes from your previous plan will be rolled into the new plan. Your monthly billing date will change to the date you change your plan.

Can I cancel or change my paid plan at any time and move to a free account?

Yes, for sure. You can manage your subscriptions and cancellations by going to your account Page. If you are unable to cancel your subscription through your  account, contact our support team before the end of your current billing cycle to avoid being charged for the next cycle.

We do not offer refunds to users who do not cancel their subscription or request assistance from us to cancel before the subscription renewal charge date.

If you do cancel before the renewal date, you will continue to have access to all the features within your subscription package until the end of your original billing cycle.
When you cancel your paid plan you will automatically be moved to a free account. We recommend that you download and save all videos before downgrading as the free account has limited features.

Can I cancel my monthly subscription?

You can cancel your subscription any time via your account page or by contacting our support team. If you cancel within 14 days of your initial order, you’ll be fully refunded*.  Should you cancel after 14 days, your payment is non-refundable and your service will continue until the end of that month’s billing period. 

* You acknowledge that your right to a full refund within 14 days of your service commencing is lost if you have used the service. By use of the service, we mean upload a video, or audio file to the platform.

What happens if I accidentally delete my account?

If you delete your account by mistake please contact our support team within 24hrs so that we can reinstate it for you. Please note that deleted accounts cannot be recovered after 30 days.

Why should I upgrade?

By upgrading to one of our paid plans you can access more features, more minutes, and make the best of your content to engage your audience.

We always welcome your feedback and suggestions, and we're constantly working to build and launch new features just for you. But running a startup doesn't come cheap, so your support in paying for a Subly plan will help us to accelerate growth and give you even more great features even sooner!

What payment does Subly support?

We accept all major debit and credit cards. All our plans are listed in USD and payments are powered securely by Stripe. For our Business plan we offer billing by invoice for shared billing and minutes.

Will I receive receipts for my transactions?

You can access all your receipts for transactions within the billing page in your Subly account. You'll also receive a receipt via email each month for your subscription.

What happens when I upgrade to a new annual plan?

Your existing plan will be canceled, your new plan is effective immediately, and you receive a charge for the new plan. We prorate your remaining balance from your previous plan and apply this as a discount towards the higher package. Remaining minutes from your previous plan are not rolled into the new plan. Your new renewal date is one year after the date you change your plan. For example, if you change your plan on 14 June 2021, the new plan automatically renews on 14 June 2022.

What happens when I downgrade my plan? (monthly & annual)

Your existing plan will remain active until the end of the billing period for your subscription. Your new plan will be effective from the end of your current plans billing period. Remaining minutes from your previous plan will not be rolled into the new plan. Your monthly billing date will change to the date you change your plan.

Can I get a refund?

Sorry, we don’t offer refunds, as we offer flexible subscriptions and payments to suit most needs. If you no longer wish to use our service you can cancel your subscription at any time. Your subscription will run until your next monthly payment is due. After that, your account switches to Free and your payment information is removed. If you sign up to a paid service, and cancel within 14 days without using the service* you may be entitled to a refund.

*By use of the service, we mean upload a video, or audio file to the platform.

Can I cancel my pre-paid annual subscription?

You can cancel your subscription any time via your account page or by contacting our support team. If you cancel within 14 days of your initial order, you’ll be fully refunded*. Should you cancel after 14 days, your payment is non-refundable and your service will continue until the end of your contracted term.

* You acknowledge that your right to a full refund within 14 days of your service commencing is lost if you have used the service. By use of the service, we mean upload a video, or audio file to the platform.

What happens if I move from a monthly plan to an annual plan?

Your existing monthly plan is canceled, your new annual plan is effective immediately, and you receive a charge for the new plan. If you request the change before the end of your billing period, your charge will be pro rata and the money you have paid will be deducted as credit from your annual bill.

Features

Can I edit the automatic subtitles?

Sure! You can leave your automatic subtitles as they are, or you have control to make as many changes as you like. You can download closed captions as an SRT file,  or open captions with the subtitles as part of your video. Check out the video to see how to edit your subtitles.

Can I remove the Subly watermark?

We'd love for you to keep it to help others to discover Subly too. But, you can remove the watermark from your video if you've subscribed to a paid plan. Simply go to the ‘Logo’ tab once you've uploaded a video and toggle to keep or remove it.

How do I download my video or audio file with subtitles?

Once you've finished editing your video or audio, simply click the download button top right and select the sizes and formats (video, SRT, VTT or TXT) you need. Then click download, your files will download to your device or to Google Drive.

Can I share my video straight to other platforms?

Not at the moment, but we are working hard on new features. Please vote for what you’d like to see next or leave your suggestions here.

What file types can I download my audio and video files to?

You can download subtitled videos and your original video in different aspect ratios. You can also download TXT files, useful for repurposing your audio or video to text. 

VTT and SRT files are also available if you use other tools for video editing alongside Subly, or need to upload the subtitles separately on social media.

Can I style my video?

Sure you can style your subtitles, headlines and add your own brand logo. Check out the video below [link] to see how to use the styling features.

Can I resize my video for social?

Sure, you're in the right place! You'll need a Subly Pro plan to resize your video content in different aspect ratios.

Simply upload a video and go to the editor, you can then select the ‘Size’ tab and choose the size you need. Pick from 16:9, 9:16, 1:1 or 4:5. This will help with all your favourite platforms like YouTube, Facebook, Instagram, Twitter, LinkedIn, TikTok, Snapchat and Pinterest.

Do all plans include the Subly watermark?

Just the Free plan includes the watermark. We're on a journey to make all content truly global, including the Subly watermark will help others just like you to discover how to maximise their content too!

How can I suggest a new feature to improve my content?

We always love to hear your suggestions on how we can improve our product. Please submit your idea or vote for new features here.

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 Superheros are available at support@getsubly.com around the clock.

Why haven't I received a verification email?

Don’t worry, sometimes our authentication 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 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 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.

How do I cancel my subscription?

Do we really have to break up? Maybe just take a break and you'll soon miss us!

But seriously, to cancel your paid subscription, log in to your Subly account and go to your Settings (you can get there by clicking your initial top right). Look for Subscription and select change plan. This will cancel your subscription at the end of your billing cycle which means you will not be charged again but you will still have access for the rest of your billing cycle.

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 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 Subly Superheroes will be in touch.

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. 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.

How do I delete my account?

Do you really have to go? Log in to your Subly account and go to your Settings (you can find it by clicking your profile icon top right). Select Delete account to leave us. Be sure you really want to, once you've deleted your account there’s no getting your content back.