Help & support
Most questions about EasySub are answered here. If your issue isn't covered, email us — we read every message and reply within one business day.
Last updated
01Getting started
- Web: Go to https://easysub.io/app and drop in a video. The free plan transcribes ~5 minutes per month + 30 bonus AI credits, with a watermark.
- iOS / Android: Install from the App Store or Google Play, sign in with the same account, and pick a video from Photos.
- Account: https://easysub.io/account shows your plan, remaining quota, billing history, and Manage subscription.
02Supported formats and limits
Video / audio input. MP4 · MOV · MKV · WebM · M4A · MP3 · WAV · OGG · FLAC
File size. Up to 25 MB on Free; up to 2 GB on paid plans. Mobile uploads use a chunked direct-upload pipeline so very large files don't time out.
Languages. Whisper supports 90+ source languages including Thai, English, Japanese, Chinese, Indonesian, Vietnamese, Korean. Auto-detect picks the language for you.
Output. SRT · VTT · TXT · Burned-in MP4
03Account and billing
- Change plan / cancel: /account → Manage subscription. App Store / Play Store buyers manage from the device store.
- Tax invoice (Thai customers): Reply to any payment receipt email and we'll issue one.
- Refunds: See the refund policy.
- Delete account: /account/delete.
04Common issues
Transcription is inaccurate. Try a higher-quality recording (close mic, less background noise), or pick the source language explicitly instead of using auto-detect. Run AI Polish on the result.
Upload says "file too large". Free is capped at 25 MB. Upgrade to a paid plan, or compress the video first (e.g. Handbrake → MP4 480p).
Captions aren't aligning with the audio. Use the timing editor in the studio — drag the start / end handle of each segment. If the offset is consistent across the whole clip, your video may have an encoding offset; try re-exporting from your editor.
Export takes forever. Burning the captions into the video re-encodes the file — for 1080p clips longer than 10 minutes this can take 1–3 minutes. SRT / VTT exports are instant. If a burned export hangs past 5 minutes, refresh and try again, then email us if it persists.
05Reporting abuse
If you believe content created using EasySub violates someone's rights — copyright, voice / image likeness, or impersonates a real person without consent — email legal@easysub.io with as many details as you can (URL or screenshot of the content, the right you're enforcing, and your contact info). We act on legitimate reports within 7 days.
06Contact
Support: support@easysub.io
Press / partnerships: hello@easysub.io
Postal: CET (Thailand) Co., Ltd., 559/101 Soi Suea Yai Uthit, Chantharakasem, Chatuchak, Bangkok 10900, Thailand