Frequently Asked Questions

You can use Subly for free using our Free plan. This is a great way for you to give Subly a try and see if it is working for you. Under the free plan, you can transcribe 20 minutes of content for free each month.

If you do need more minutes of content to be transcribed and/or need further styling of your content, feel free to check our paid plans.

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.

We currently support .mp4 and .mov video files.‍

If you have a video in a different format you can use a free 3rd party video conversion tool. Here's one we've tried.

With Subly Pro you can upload any audio file and download the transcription in TXT or SRT.

For now your video file can be up to 500MB. We will be able to support uploading of larger files in our Premium and Business plan in the future.

Subly supports transcription for videos spoken in various languages and dialects.

We support English with different dialects including:
- British English
- US English
- Australian English
- Irish English
- Scottish English
- Welsh English
- Indian English

Other than English, we also currently support these languages:
- Spanish
- US Spanish
- French
- Canadian French
- Italian
- Portuguese
- Brazilian Portuguese
- German
- Swiss German
- Dutch
- Turkish
- Gulf Arabic
- Modern Standard Arabic
- Chinese Mandarin-Mainland
- Farsi
- Hebrew
- Indian Hindi
- Indonesian
- Japanese
- Korean
- Malay
- Russian
- Tamil
- Telugu

Sure! You can leave your automatic subtitles as they are, or make as many changes as you like.

Sure you can style your subtitles, headlines and add your own logo.

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.

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

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, LinkedIn, TikTok, Snapchat and Pinterest.

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

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

We use AI for your transcription so we can quickly generate subtitles for you!‍

The technology we use is from a trusted industry leader in the field of Automatic Speech Recognition (ASR). Our accuracy is measured using Word Error Rate (WER), a common accuracy term used in the ASR field. According to a third-party company, the WER for the service we have chosen is around 20% to 25%. Within the same research, the WER for Watson and Speechmatics is 29% and 23% respectively.

Security is something that we take seriously at Subly, for both our users and infrastructure. Subly is built on top of 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 as we have not only content creators but Internal Communications teams and users who have highly confidential information. We pride ourselves on this.

For further details please see our Privacy Policy.

All our content and user content (videos and their details) is saved on Amazon S3. Amazon is one of the most secure (if not 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. Our team will have access to user accounts and content for the sole purpose of developing new features or helping you with any issues. Our team are all under our company contract to keep data and content private.

We use AWS user management service to manage our users and their attributes. It is handled with secure access. However, should a user need our support with editing a video, the user can request our support to help and we can assist them.

For further details please see our Privacy Policy.

We love our community of free users who have supported Subly since we launched in February 2020. And we believe all content should have subtitles and be translated. By upgrading to one of our paid plans you can access all our features and make the best of your content for 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 accelerate growth and give you even more great features even sooner!

Yes you can try Pro 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.

Just the Subly 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!

All our plans are listed in USD and payments are powered securely by Stripe. We accept all major debit and credit cards

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, click Cancel Pro to confirm. 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 to Subly Pro for the rest of your billing cycle.

Yes, for sure. If you’d like to cancel or change your plan, simply log in to your account and go to the Subscription section under your Account Settings. You'll have access to your current plan until the end of your billing cycle.

This video shows you how to cancel your current paid plan.

We don't offer refunds. If you no longer want your paid subscription, you can cancel any time and keep what you paid for. Your subscription stays until your next monthly payment is due. After that, your account switches to Subly Free and your payment info is removed.

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 top right). Select Change plan under Subscriptions and choose the plan and minutes you need. Easy-peasy.

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

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

Not for the moment, but we never say never!

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

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.

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.

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.

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.

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.

Our transcription uses Artificial Intelligence 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.

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, once you've deleted your account there’s no getting your content back.