Ready when you are
One message, five lines of context, and we can usually tell within a day whether it is a bug, a setting, or something that needs to be built.
Write to usThere is no ticket queue and no support bot here. Write to us by email and a person who works on the app reads it. This page explains where to send feedback, what to put in the message so a bug can actually be reproduced, and how long a reply usually takes.
Email the SyncTrans teamWrite in English or Chinese — both are read directly.
Everything about SyncTrans goes to the same inbox. Put the topic in the subject line so it lands in the right pile.
Recognition stops, the translation never arrives, read-aloud is silent, a model download fails, the window ends up on the wrong screen. Subject line: Bug.
Report a bug →A language pair you need, an export format, a layout, a model you would rather run. Subject line: Feature request.
Suggest a feature →Billing, account, which engine mode fits your situation, or anything covered on the Safafish help pages.
Open the Help Center →Live translation touches the microphone, the network, the models, and the audio output all at once, so the same symptom can have very different causes. These five lines are usually enough to tell them apart.
Apple menu → About This Mac. Include the chip too (M1, M2, M3, M4) — on-device models behave differently across generations.
The SyncTrans menu → About SyncTrans, or the About item in the sidebar. Say whether you installed it from the DMG on this site.
Cloud, on-device, or your own AI service — and, if you know it, which part was running where. The service list in the sidebar shows recognition, translation, and read-aloud separately.
For example Chinese → Japanese in the chat layout, dual-screen on, left/right channel translation on. Several reports have turned out to be specific to one direction of one pair.
What you did, what happened, what should have happened instead. If it only happens sometimes, say roughly how often. A screenshot of the window, or of the error, is worth several paragraphs.
Never send us secrets
We never need your API keys, passwords, or any other credentials to diagnose anything. If you are pasting your custom service settings, redact the key first. We also do not need the contents of your conversations — a description of the turn that went wrong is enough.
The most useful requests describe the situation, not just the control. "Add a hotkey" is hard to act on. "I run a bilingual standup and I need to start and stop translation without leaving the video call window" tells us what the feature has to survive.
Tell us how often you hit the problem, what you do today instead, and whether a rough version would already help. Requests that several people describe the same way tend to reach a release first.
A few reports resolve themselves in under a minute. If one of these is the cause, you will know right away — and if none of them is, that is already useful information to put in the message.
Check that macOS has granted SyncTrans microphone access in System Settings → Privacy & Security → Microphone, and that the input device shown in the top bar is the one you are actually speaking into.
Read-aloud is a separate service from translation. Confirm the output device in the top bar, and that read-aloud is running in the service list rather than stopped.
Each window can be assigned to a specific screen and language in the display settings. Reassigning it there is faster than dragging windows around during a conversation.
Note the exact error text and which of the three services produced it. Third-party services differ in their limits and model names, and the message usually says which one rejected the request.
One message, five lines of context, and we can usually tell within a day whether it is a bug, a setting, or something that needs to be built.
Write to us