Support
Stuck, found a bug or have a question about your plan? We’re happy to help.
To help us help you faster, include:
- The page or video URL
- Your Chrome version (chrome://version) and the extension version
- What you expected and what happened instead
- For billing: the email address of your SubtitleDown account
Find an answer now
Guides
Step-by-step help for YouTube, Universal capture, dual subtitles and more.
FAQ
Short answers about formats, privacy and supported sites.
Online converter
Convert or fix a subtitle file without installing anything.
Billing and plan
Upgrade, change your card, see invoices or cancel in your dashboard.
Common problems
No subtitles show up on a YouTube video
Reload the YouTube tab and open the popup again. If the list is still empty, turn on CC in the player once, then reopen the popup. Some videos simply have no subtitles.
Universal capture finds nothing
Make sure capture is switched on for that site, reload the page, then play the video with subtitles turned on in the player. Protected (DRM) streams are not supported.
The downloaded file shows strange characters
Open it in the online converter and tick “Repair broken characters”, or use “Fix broken encoding” in the extension’s editor. For old players, also tick “Add UTF-8 BOM”.
How do I cancel or change my subscription?
Sign in, open your dashboard and choose “Manage subscription”. There you can change your card, download invoices or cancel; Pro stays active until the end of the period you paid for.
I was charged but I am still on Free
Payments can take a minute to confirm. Reload the dashboard; if Pro still does not appear, email us with your account email and we will sort it out.