Subtitle session quick fixes
- Open the tab that is playing audio, then click the Live Subtitles toolbar icon on that tab.
- Confirm the account is signed in and has available hours.
- If the tab navigated or Chrome restored it after a restart, stop and start a fresh session.
Chrome internal pages, the Chrome Web Store, and some protected media cannot be captured. Live Subtitles captures tab audio only; it cannot hear a microphone.
“Could not reach the subtitle service”
This means your network refused or dropped the connection that carries the audio. It is not a problem with your account, your balance, or the tab, and starting again on the same network will fail the same way.
Some corporate and campus networks block it, as do a number of countries. A different network, a mobile hotspot, or a VPN usually resolves it. Hours are not charged for a session that never connected.
Sign-in help
Google sign-in must begin from a click in Live Subtitles, and uses the Google accounts already signed in to your Chrome profile. To use a different account, add it to Chrome first, then sign out in Live Subtitles and sign in again.
Never send a sign-in token to Support. If the account view keeps asking you to sign in, sign out once and back in; that clears a stale session.
Hours and history
A running session consumes time continuously, including through silence, and usage is calculated from the audio actually sent. Subtitles follow the tab, so pausing playback stops the meter and resuming restarts it; a session left paused closes on its own after two minutes. Open Usage history to see the recorded start, end, time used, and status for every session.
Starter hours are used first, then monthly hours, then packs. Monthly hours reset each billing period; starter and pack hours persist until used.
Billing, cancellation, and refunds
Use Manage billing in Live Subtitles to open Stripe's customer portal, update a payment method, view receipts, or cancel future subscription renewal. A cancelled subscription remains subject to the period shown in the portal; persistent starter and pack hours stay on the account.
For a missing purchase, allow the checkout status to finish updating, then reopen the account view. If it is still missing, send Support the account email, purchase date, selected offer, and Stripe receipt identifier. Never send a full card number.
Privacy and account deletion
Audio and subtitle text never reach our servers, so there is nothing there to retain. Session records — start, end, time used, and status — are kept for 12 months. Use the in-product account deletion action to remove your sign-in identity and that history. Some minimized or anonymized financial records may remain where required for tax, fraud prevention, disputes, or law.
Read the Privacy Policy → for full details.
Contact Support
Include the extension version, Chrome version, operating system, approximate time, and the exact error message. For account requests, include the account email. Do not include passwords, sign-in or identity tokens, session credentials, audio, transcripts, or full payment-card numbers.