Help Center

What to do when a job fails

When subtitle generation or translation fails, check these two things first — most cases do not need us.

• ·Credits for a failed job are refunded automatically — no request needed. You can see the refund in the credit ledger on the History page (type: "refund").
• ·The usual cause is the audio itself: no speech at all, music only, very quiet voices, or several people talking over each other. The recogniser simply gets nothing usable.
• ·Heavy background music or strong accents noticeably reduce accuracy. This is a limit of how speech recognition works, not an account or permission issue.
• ·A uniform timeline shift (subtitles consistently early or late) is not a failure — use the subtitle shift tool to move them back.
• ·Before retrying, make sure speech is actually audible in the file. The same bad audio will fail ten times out of ten.

If the audio is clear but the job keeps failing, it is most likely a server-side problem — submit a ticket and include the job ID.

How credits work and when they are charged

Every metered action is settled in the same credit currency. Rates and signup bonuses live in the admin configuration; the live numbers are on the pricing page.

• ·Generation is charged per minute of video; translation per minute × number of target languages; enhanced exports (styled ASS, bilingual subtitles) and batch orchestration are charged per job.
• ·A job will not start if you cannot afford it, and nothing is deducted — you can never be charged for work that was not done.
• ·Jobs reserve credits based on the probed duration and refund automatically on failure; translation and dubbing can refund per language for whatever was not completed.
• ·AI polish is currently free and costs no credits.
• ·Credits never expire. When a subscription lapses you only lose the per-action fee waivers — the credits in your account stay.

Refunds and invoices

Credit packs and subscriptions are digital goods and take effect the moment they are delivered. The full rules are in Section 6 of the Terms of Service; the essentials below.

• ·Credits that have already been consumed are not refundable for any reason; unspent credits stay valid in your account and are never lost for being unused.
• ·If the service becomes unavailable for an extended period and your purchased credits cannot be used at all, we refund the unspent portion to the original payment method.
• ·Charges caused by a failed job are refunded automatically by the system — no human involved, no request needed.
• ·Payment succeeded but credits never arrived: submit a ticket with the order ID and we will check the transaction and fix it.

The Terms of Service are authoritative. If this section and the Terms disagree, the Terms win.

Which languages are supported, and how accurate is it

Recognition and translation are two different things with different language coverage — the most common source of confusion.

• ·Speech recognition (ASR) currently accepts four source languages: Chinese, English, Japanese and Korean. That is the boundary of the recognition engine.
• ·Translation supports 20 languages: Chinese, English, Japanese, Korean, Spanish, Portuguese, German, French, Italian, Russian, Thai, Vietnamese, Indonesian, Malay, Filipino, Arabic, Turkish, Hindi, Dutch and Polish.
• ·Accuracy depends on the material. A single clear speaker of Mandarin or English records well; overlapping speakers, dialects, loud music and heavy jargon degrade it sharply.
• ·For product names and technical terms, use the glossary feature to pin the translations — far more reliable than hand-correcting every line.
• ·After generating, run the subtitle compliance check (line length, reading speed, dwell time). Most platform rejections on short-video sites can be caught in advance this way.

Batch processing and the open API

If you have dozens of files, do not upload them one by one — there are two faster routes.

• ·Batch orchestration: submit many files at once with shared settings (target languages, style, aspect ratio), charged per file, with progress collected on the Batch page.
• ·Open API (/api/v1): built for agencies and SaaS integrations; see the Open API documentation page (API error messages are always in English).
• ·Local batch burner: burning finished videos happens in the browser, and for large volumes you can download the desktop tool to run it locally — files never leave your machine.

Self-hosted deployment

Teams with data-compliance or content-security requirements, who want footage to stay inside their own network, can license a self-hosted instance.

• ·What you get: Docker images plus a license file, deployed on your own servers or private cloud. Source code is not included.
• ·Recognition can use the cloud engine or a local engine (the local engine needs a GPU; throughput depends on your hardware).
• ·The license includes the first year of maintenance, then renews annually — this is not a one-off buyout. Renewal keeps you on updates and support.
• ·Pricing, hardware requirements and the delivery checklist are on the self-hosted deployment page.