Contact us
Email [email protected]. We reply within two business days, and within five business days for refund requests. To get a useful answer on the first reply, include:
- Your operating system and Chrome version (
chrome://version). - The extension version, shown at the bottom of the sidebar settings.
- The site or video you were captioning, and whether captions were set to Automatic, Companion, or Cloud.
- What you expected and what happened instead — a screenshot of the sidebar helps most.
Please write from the email address on your account. We never ask for your password, payment card, or a remote-control session.
No captions appear
Audio Captions reads the audio of the tab you are on, so the tab has to be actually playing sound.
- Check the tab is not muted in Chrome and that the video is playing, not paused.
- Open the sidebar on the same tab as the video, then reload the page once so the extension can attach to it. Extensions cannot attach to tabs that were already open when they were installed or updated.
- Audio Captions needs Chrome 116 or newer. Older versions do not have the side panel API it is built on.
- Captions do not work on Chrome's own pages (
chrome://URLs) or the Chrome Web Store — Chrome blocks extensions there. - If the audio comes from a second monitor, a separate window, or a desktop app rather than a Chrome tab, there is nothing for the extension to capture.
The Desktop Companion is not connecting
The Companion is a small app that runs speech recognition on your own computer and talks to the extension over a private loopback connection. Nothing leaves your machine.
- Check that your computer is supported: the macOS build needs a Mac with Apple silicon and macOS 15 Sequoia or later — it will not run on an Intel Mac. The Windows build needs 64-bit Windows 10 or later.
- Make sure the app is open and shows Ready. Closing its window quits it; the extension then falls back to cloud captions if your plan includes them.
- The first run downloads the speech model. On a slow connection this takes a few minutes, and captions only start once it finishes.
- A VPN, proxy, or firewall that intercepts local connections can block the loopback link. Allow the app through, or test with the VPN off.
- On Windows, the first run shows a “Windows protected your PC” notice — the build is not code-signed yet, so Windows does not recognise the publisher. Choose More info, then Run anyway. The download always comes from our official release page linked on the download page.
- Reinstalling from the download page replaces a partial or damaged install. Public macOS builds are code-signed and notarized; if macOS refuses to open it, you likely have an old or partially downloaded copy.
- The Companion needs an active trial, Pro, or Cloud Pro plan on the signed-in account. Downloading it alone does not unlock paid captions.
Sign-in and account
- Sign-in uses a link sent by email — there is no password. If it does not arrive within a few minutes, check spam and confirm the address you typed.
- Links expire, and each one can be used once. Request a fresh link rather than reusing an old email.
- Open the link in the same browser profile where Audio Captions is installed.
- To move your plan to a different email address, email us from the current address and we will transfer it.
Captions are wrong or lag behind
Automated transcription is approximate, and accuracy depends heavily on the audio. Overlapping speakers, heavy background music, low-bitrate streams, and strong accents all cost accuracy.
- Set the spoken language explicitly instead of leaving it on automatic — a wrong language guess is the most common cause of nonsense captions.
- Captions are refined as more audio arrives, so the first version of a line can change a moment later. That is expected.
- On a busy computer, local transcription falls behind. Closing other heavy applications, or switching to Cloud captions, usually restores real time.
- Where a video already carries its own subtitle track, Audio Captions uses that track — it is exact and free, and it will not match a machine transcription word for word.
Billing, plans, and refunds
Subscriptions are sold through Lemon Squeezy, which is the merchant of record and handles checkout, taxes, receipts, and refunds. Manage or cancel a subscription from the billing portal linked in your receipt, or from account settings in the extension. Cancelling stops future charges and keeps access until the end of the period you already paid for.
Plans and what each one includes are listed on the pricing section. Refund terms are set out in the refund policy.
Privacy and data
Companion captions are produced on your computer and no audio is uploaded. Cloud captions are clearly labeled in the interface, and audio sent for cloud transcription is processed to return captions and is not used to train models. The full detail is in the privacy policy. To request deletion of your account and data, email us from the account address.
Reporting a security issue
Email [email protected] with the details and steps to reproduce. Please report privately first and give us a reasonable window to fix the issue before disclosing it publicly.