Support

We are here to help. The fastest way to reach us is by email. If you already have an account, you can also open a ticket from your dashboard for a tracked conversation with response-time commitments.

We aim to reply to email within one business day. Ticket priorities determine response and resolution SLAs: low (8 hours / 48 hours), medium (4 hours / 24 hours), high (2 hours / 8 hours), urgent (1 hour / 4 hours).

Common Questions

Installing the browser extension

Transcript Guru is available as a Chrome extension for YouTube. After installing, open any YouTube video and the panel appears in the sidebar. If it does not appear, refresh the page once. On Shorts, the panel attaches to the video player itself.

Why is a transcript not loading?

• Some videos have captions disabled by the creator. For those, our AI transcription covers the gap but requires an account and tokens.
• Live streams do not expose transcripts until the stream ends and YouTube finishes indexing.
• Age-restricted and private videos are not accessible to extensions.

How do credits and tokens work?

Transcript fetch is free for signed-out visitors with a daily quota. Registered accounts on the free plan get 20 monthly tokens for AI features such as summaries, translations, chapters, and repurposing. Paid plans lift quotas and unlock batch operations. See pricing for the full comparison.

I was charged but my account still says free

Payments usually reflect within a minute. If you still see the free plan after five minutes, email [email protected] with the receipt or transaction ID and we will resolve it the same day. Refund terms are in the Refund Policy.

Translation quality is off

Translations are AI-generated. Accuracy varies by language pair and domain. For critical use, always verify against the original transcript. You can re-generate a translation by clicking Regenerate in the translate panel.

How do I delete my account and data?

Open Settings from your dashboard and select Delete Account. Personal data is purged within 30 days. Full details are in the Privacy Policy.

Report a bug or request a feature

Open a ticket from the dashboard under the Bug Report or Feature Request category. Include the video URL, the browser version, and a short description of what you expected versus what you saw. Screenshots are welcome.

Service Status

If you suspect a platform issue (for example, transcripts failing across many videos), check the service-status banner on the dashboard. Ongoing incidents and scheduled maintenance windows are announced there before tickets are opened.

Security and Responsible Disclosure

If you have found a security issue, please email [email protected] instead of opening a public ticket. We acknowledge reports within one business day and will coordinate disclosure.

Legal and Policies

For questions about our Terms of Service, Privacy Policy, Refund Policy, Cookie Policy, or Acceptable Use, reach out to [email protected].