Contacting support
How to Get Help Faster
OS Dev
Last Update 6 months ago
hen reaching out to OpenSubtitles Support, providing as much detail as possible about your issue is key to getting a quick and effective solution. A message like “It’s not working” doesn’t give us enough information to understand or troubleshoot the problem. The more details you provide, the easier it will be for us to assist you.
What Information to Include in Your Support Request
To help us resolve your issue as efficiently as possible, please include the following details in your support request:
1. Device Information:
• What device are you using? (e.g., Windows PC, Mac, Android phone, iPhone, etc.)
• Are you using any specific media player or app? (e.g., VLC, Plex, Kodi, etc.)
2. Operating System:
• What operating system is running on your device? (e.g., Windows 10, macOS 13, Android 12, iOS 17, etc.)
• Is the OS fully updated or are you using an older version?
3. App or Browser:
• If you’re using an app or browser, which one is it? (e.g., Chrome, Firefox, Safari, VLC, etc.)
• Which version of the app or browser are you using?
4. Error Message:
• Are you receiving any error messages? If so, copy and paste the full message or take a screenshot. This is crucial in diagnosing the problem.
5. Steps to Reproduce the Issue:
• Explain exactly what you were doing when the issue occurred. For example:
• “I searched for subtitles for Inception on VLC, but the subtitles didn’t load.”
• “When I try to download subtitles, I get an error saying ‘Download failed’.”
• Include any actions or steps you tried to fix the issue yourself.
6. Account Information (if relevant):
• If the issue is related to your account (e.g., VIP status not activated, wrong download limits), make sure to include your username and details about the subscription or payment.
7. Screenshots or Logs:
• Screenshots of the error or problem can be very helpful.
• If you’re using an app that provides logs, share them with us to give more technical insight.
Example of a Helpful Support Request
Instead of sending:
“It’s not working. Please help.”
Try something like this:
“I’m using VLC on a Windows 10 PC, and when I search for subtitles, I get the error message ‘Subtitle download failed.’ I’m using VLC version 3.0.16 and I have tried restarting the app, but the issue persists. My OpenSubtitles username is JohnDoe123.”
By providing detailed information, you’ll help our support team quickly understand the issue and get you back on track faster. The more we know, the better we can assist you!