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Traxlate

Support

Something not working? Let’s fix it.

Below are the things that actually go wrong, with the fix for each. If none of them match, write to us — a person reads every message, and you get a ticket number so neither of us loses track of it.

Common fixes

Translation says no engine is available

Open /translate and install the language pack — it is a one-time download of about 1.2–1.5 GB (the exact size for your device is shown on the install button) that then works offline forever. Until a pack is installed, this browser has nothing to translate with — translation only runs on your device, and there is no server alternative.

The pack download is slow or stopped

It resumes. Reload the page and press Install again — already-downloaded pieces are kept, so it picks up where it stopped rather than starting over. It needs about 1.6 GB of free space during install.

A translation looks wrong

Machine translation is imperfect, and it can be wrong in ways that read perfectly. Traxlate checks its own output and warns when it is unsure, but for anything where being wrong is expensive — legal, medical, safety, official filings — have a professional translator review it before you rely on it.

I paid but the app still says I am not subscribed

Payments confirm through our payment provider, which occasionally takes a minute. Reload /account/billing — your payment appears there as soon as it lands. If it has been more than a few minutes, email us with the date and amount and we will fix it.

It says my device is not licensed

One subscription covers 5 devices. If you have moved to a new machine, deactivate the old device on /account/billing and activate the new one. Beyond that count, another device needs its own subscription.

I did not get an email

Check your spam folder first. Password reset links expire after 30 minutes and only work once; if yours has expired, just request another. If nothing arrives at all, email us directly and we will sort it out by hand.

I want my money back

Within 14 days we refund without asking why. See the refund policy for the one honest exception (crypto rate differences).

I want my data deleted

Email us and we will close the account. It is a short list: almost nothing you translate ever reaches us, so there is little to delete beyond your account record and any encrypted sync blobs.

What Traxlate does not do

Worth knowing before you spend time fighting it:

  • 66 languages, not every language. If yours is not in the list, it genuinely is not supported yet — the app refuses rather than guessing badly.
  • The on-device engine needs a modern browser and roughly 4 GB of free memory. On lighter devices it installs a smaller pack automatically.
  • One subscription, 5 devices. A further device needs its own. Colleagues can share a glossary and a translation memory from Your words, but a single licence covering several people is not sold yet.
  • We cannot see your translations — which also means we cannot recover them for you, or look at one to debug it. If you hit a bad translation, paste the source text into an email.