Ask an AI about this
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 "See what would be sent" opens the exact lines before you decide: what the app did, step by step, with tool runs, errors and their traces, and folder paths and your account name masked. Declining is a normal answer, and the ticket carries on.
Sometimes the answer is in the game folder rather than the logs: a pak that did not mount, a font that is not there to replace, text the scan never found. Support can ask to look at that folder. The card in the thread says what that means before you choose anything: you pick one folder, support can list what is in it, open pak indexes, read small text files and run the scan Tranzio runs when you add a game, and nothing in it is changed. While it is on, a panel above the reply box lists every step as it happens, and Stop sharing ends it for good. If support asks for a file, it is sent to the ticket as an attachment you can see, with a progress bar and the time left. Leaving the ticket while sharing is on asks whether to keep it running in the background or stop; in the background you get a notification when support finishes. Everything shared this way is deleted when either side closes the ticket.
GIFs and links in a reply
The reply box carries the same two extras as a direct message. The GIF button opens a searchable catalogue and sends the one you pick straight away, and a URL you paste keeps its words while a card appears under the message with the page's title and picture. A link to a crash report or a store page is worth more to Support with the card under it than as a bare address.
Powered by KLIPY
the release notes are here https://tranzio.studio/updates
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.
A translation's own support desk
Every published translation has its own desk, on the game page's Support tab. It works exactly like this page, with one difference that matters: the person reading it is whoever made the translation, not Tranzio. They are the only person who can fix a line that reads wrong, so they are the person it goes to.
Tranzio's staff never see these threads. That is deliberate rather than an oversight: we could not fix a mistranslation if we read it, and somebody's bug report is not our correspondence to open.
Which build you have installed travels with the report automatically. It is the first thing the translator needs and the last thing anybody thinks to include, so Tranzio reads it off your machine rather than asking.
You will see your own reports on that tab, and on this page alongside your Tranzio tickets. The person who published the translation sees all of them, and moves each one through Open, In progress and Resolved as they work. A reply from either side reopens a closed one.
Support or the translation team?
Two doors, and picking the right one gets you a faster answer:
| The problem is… | Talk to |
|---|---|
| A wrong line, text that never translated, broken audio in one game | That translation's own desk, on the game page's Support tab. They made it and can fix it in the next update. |
| The app itself: sign in, billing, downloads, crashes, anything broken | Support, here. Translators 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.