DubSync support

Contact us

Email ceo@dubsync.me. The same address serves the website and the mobile apps. You can also write to us from your account: open Settings, then “Help & support”, and choose “Contact support”.

The DubSync website is operated by BEINTOUCH PTE. LTD. The mobile apps are provided by FROSTPIXEL, UNIPESSOAL LDA. The product is called DubSync. Earlier versions of the mobile app appear as “Dub” or “VlogMe DUB”, and some screens and the legal pages say “Dub”. It is the same service and the same account.

What to include in your message

• The email address of your DubSync account.
• The name of the project and the language you chose for the dub.
• What you did and what happened, the date, and where you were: the website, the iPhone or iPad app, or the Android app.
• The support reference, if the error message shows one: open “Support details” in the message and copy the code after “Support reference”.
• For a payment question, where you paid (the website, the App Store or Google Play) and the date of the charge.
• Leave out passwords, sign-in codes and card details. We may ask you to verify that the account is yours before we act on a request.

Signing in

You sign in with a code we send to your email, not with a password. Open the sign-in page, enter your email, choose “Continue with email” and type the code from the message. The first time you do this, it creates your account.

You can also choose “Continue with Google” or “Continue with Apple”. In the Android app the choices are the email code and Google. An older version of the app may offer only the email code, so update the app if a button is missing.

If the code doesn't arrive, check your spam folder and then choose “Send another code”. The website and the apps open the same account. If your projects or minutes seem to be missing, check that you used the same email, Google account or Apple account as before. In Settings, under “Account”, you can connect Google or Apple to an account you already have.

Purchases and cancelling a subscription

• A subscription is managed and cancelled where you bought it. In Settings, open “Subscription & minutes” and use the Manage button: it opens the right place for that subscription.
• Bought in the iPhone or iPad app: open your subscriptions in the App Store and cancel there.
• Bought in the Android app: open your subscriptions in Google Play and cancel there.
• Bought on the website: the billing portal that the Manage button opens. Cancel the renewal there.
• A paid plan you cancel stays active until the end of the period you already paid for. Clearing your projects does not cancel a subscription.
• In the mobile app, “Restore purchases” is in Settings, under “Help & support”. It brings back a subscription bought with the same store account, not deleted videos.

Current plans and what they include are on the pricing page.

How minutes work

• Dubbing is measured in input minutes: the length of the video you upload. You see the minutes and the cost before a dub starts.
• Minutes from a monthly plan are renewed every billing cycle and don't roll over to the next one.
• Minutes from a Minutes Pack are bought once and don't expire.
• Downloading a finished dub again doesn't use minutes. Dubbing the same video into another language does.
• Lip-sync is paid from a separate prepaid balance, not from minutes. Top-ups to that balance don't expire.
• Both balances are in Settings: “Subscription & minutes” and “Lip-sync balance”.

How long files are kept

The video you upload is scheduled for deletion after 7 days. Dubbed videos are scheduled for deletion after 30 days. Download the result you want to keep before then.

Deleting a project removes its stored files sooner. The privacy policy has the details.

Deleting projects and your account

• One project: in your project list, open the project's menu and choose “Delete”. This permanently deletes the project and its files.
• All projects: in Settings, open “Data & privacy” and choose “Delete all DubSync content”. Your account, subscription and balance are kept.
• Your account: in the same place, choose “Delete my DubSync account” and confirm. This removes your sign-in account, projects and files, and closes subscriptions bought on the website.
• Deleting the account does not cancel a subscription bought in the App Store or Google Play. Cancel it in the store.

The account deletion page has every step, and what to do if you can't sign in.

Refunds

Refund, cancellation and renewal terms are shown at checkout. Purchases made in the App Store or Google Play are also subject to Apple's or Google's terms.

If a store refunds a lip-sync top-up, the credits bought with it are reversed. The full wording is in the terms of service. For a question about a specific charge, write to us with the details listed above.

Privacy

The privacy policy explains what we process and why. You can change analytics and advertising measurement in the privacy settings at any time. To ask for access to your data, a correction or deletion, write to ceo@dubsync.me. What you may upload is covered by the acceptable use policy.