Frequently Asked Questions

General

Some media players have a built-in "Add subtitles/close captions" function (or something similar). When you play your video, use this function to add your subtitle file into the video. Alternatively, you can try these steps below.

  • Step 1: Move your subtitle file into the same folder with your video.
  • Step 2: Rename your subtitle file with a name exactly the same as your video's name.
  • Step 3: Play your video. The subtitles will automatically appear in your video.

No, we don't keep them. Your source media files are deleted from our system right after they are transcribed. Your subtitle files are saved for downloading and billing purposes.

No, we don't have an offline version.

Only registered members can re-download subtitle files by accessing their history page at https://gosubtitle.com/history

The quality of your source media files determines your subtitle outcomes, and there are many reasons that could cause our AI not to produce a subtitle file. Some of the reasons are listed below.

  1. The source language isn't correctly selected for transcribing. For example, your file is in French, but Italian is selected as its source language.
  2. The media file is corrupted either in whole or partially.
  3. The media file has a loud background sound such as loud noise or loud music.
  4. The voice in the media isn't clear.
  5. The pronunciation in the media isn't proper.

Please refer to answers in question 5 above. When the problems described in question 5 above occur, our AI will skip or stop transcribing subtitles.

If there is no subtitle generated for your audio/video file, it's due to reasons mentioned in question 5 above. It doesn't matter which plan you currently have, GoSubtitle generates the same quality of subtitles.

Our service is provided on an "AS IS" basis. We do not review your media files or your subtitle files. We suggest that before you pay to have your files transcribed, take advantage of our free 1-minute trials to see if the outcome meets your expectation.

Yes, we are working on the following items:

  • Subtitle Embedding
  • API Endpoints

If there are new tools/features that you'd like to suggest, we'd love to hear about them. Please write us an email to [email protected]

Payment

Go to https://www.gosubtitle.com/balance and add funds (minimum $10 USD) to your account. The fund in your account will be deducted 10 cents (Paid Plan) per minute transcribed. Before uploading your files for transcribing, please make sure there are sufficient funds in your account to pay for the minutes that will be transcribed.

Minutes will be rounded up for billing. For example, 1 minute and 5 seconds will be charged as 2 minutes.

Your credit card statement will show the charge under the name GoSubtitle.

No, we don’t store your credit card information in our system.

There is no expiration date for the balance in your account. You can come back and use it at any time you’d like.

Refunds are generally not allowed. However, you will receive a refund under the following circumstances:

  • If your account is closed, your account balance will be refunded to you within 30 days of your request for the refund. Please write us at [email protected] to request your refund.
  • If there is no output file generated, 50% of fees is refunded for the first two transcribing attempts of the same input file. No refund is allowed after the second attempt. Please write us at [email protected] to request your refund.

Your account doesn’t reflect the new added fund because PayPal hasn’t transferred your fund to us yet. If you use PayPal to submit your payment, please be patient. In some cases, PayPal might review your account/your fund and hold your submitted fund for many days long. Once our system receives your fund from PayPal, it will update your account's balance for the amount you've added.

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