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Stuck on something? Here's how to reach the Tranzio team, what to include so the first reply solves it, and when a translation team is the better door to knock on.
Support & getting help
Stuck on something? Here's how to reach the Tranzio team, what to include so the first reply solves it, and when a translation team is the better door to knock on.
When something isn't working and this help center hasn't solved it, Support is a conversation with the Tranzio team, right inside the app. No ticket numbers to memorize, no email thread to lose: you write what happened, replies land in the same conversation, and a notification tells you when one arrives.
Getting help
Open Support from the sidebar and describe the problem. The more concrete, the faster the fix: what you did, what you expected, what happened instead, and roughly when. Attach a screenshot or a file if it helps; a picture of an error banner is worth three paragraphs.
The form opens by asking what kind of thing this is. Picking the right one is worth a few seconds: it routes your ticket to whoever handles that, and each choice asks for slightly different details.
| Where | What it does |
|---|---|
| Start a request | Write your question or problem and send it. Add screenshots or files if they help explain. |
| Follow the thread | Replies from Support appear in the same conversation, and you'll get a notification for each one. |
| Close or reopen | Close a request once it's solved. If the same problem returns next week, reopen the old thread; the history helps. |
What a good request looks like
The example below is a whole ticket, start to finish. Notice how much the first message does: the symptom, the operating system, the app version, when it started, and a screenshot. That's what turns a three-day back and forth into one reply.
Every download stops at 40% and restarts. Windows 11, app 0.9.4, started after last night's update.
download-stall.pngThanks, that is the resume step failing rather than the download itself. Could you share your diagnostic logs?
Diagnostic logs shared
Found it. The fix ships in 0.9.5 tonight, and your queue picks up where it stopped.
Tranzio never reads your logs without asking. Support can request them, and you see exactly what would be sent: recent console output and errors, with file paths anonymized. Declining is a normal answer, and the ticket carries on.
What happens after you send it
Every ticket carries a status, and it's the fastest way to tell whether the ball is in your court or ours. You'll see it on the ticket list and at the top of the conversation.
Sent and waiting for a first reply. Nobody has picked it up yet.
Support or the translation team?
Two doors, and picking the right one gets you a faster answer:
| The problem is… | Talk to |
|---|---|
| A typo, a wrong line, a request about one specific translation | That adaptation's team, via Messages. They made it and can fix it in the next update. |
| The app itself: sign in, billing, downloads, crashes, anything broken | Support. Teams can't help with app problems, and the Tranzio team can. |
Before writing in, two quick self-serve wins: the Troubleshooting page covers the most common problems with fixes, and search can find the help topic for whatever screen you're stuck on.