Support

Let’s get you unstuck.

Start with the quick checks below. If they do not solve it, email us—your message goes to a real person.

We aim to reply within two working days

Contact support

Email hello@tildew.com from the address you use with Tildew. Tell us what you expected, what happened instead and the title or link of the public video involved. Screenshots are welcome if they do not contain private information.

Never send us a password, sign-in code, full card number, bank details or identity document. We will never ask for them.

Before you write

These quick checks solve most problems:

  1. Make sure you are using the latest version of Chrome and Tildew.
  2. Reload the YouTube video, then close and reopen Tildew.
  3. Confirm that you are signed in with the same Google account you used to subscribe.
  4. Try once more after a few minutes if the video or YouTube was temporarily unavailable.

If the problem continues, do not repeatedly submit the same video. Send us the details and we will investigate.

Tildew cannot process a video

Tildew is designed for public YouTube videos with spoken content. It may decline or be unable to process:

  • private, unlisted, members-only, age-restricted or region-restricted videos;
  • live streams or videos that are still processing;
  • videos longer than four hours;
  • songs and videos made primarily to present music or lyrics;
  • videos with no clear speech, inaccessible audio or a format YouTube does not make available; or
  • videos removed or restricted after you opened the page.

If a public spoken-word video under four hours is rejected, email us its link and the exact message you saw. Do not send links to private material.

The transcript or notes look wrong

Tildew produces transcripts and notes automatically. Accents, overlapping speakers, background noise, specialist names and poor source audio can cause mistakes. Timestamps can also be approximate.

Try a more detailed note mode or another output language if appropriate. Always check an important quote, number, instruction or conclusion against the original video. Tildew is not an official transcript and should not be used as the sole source for medical, legal, financial or safety-critical decisions.

To report a poor result, email hello@tildew.com with the public video link, selected language and note mode, plus one or two examples of the problem. Please do not include confidential information.

Sign-in and account help

Use the same Google account each time you sign in. If Tildew does not recognise your subscription, sign out, sign back in with the email shown on your purchase receipt, and try again.

If you no longer have access to that Google account, email hello@tildew.com. For your protection, we may need to verify limited purchase or account information before making a change. We will never ask for your Google password or a one-time sign-in code.

Removing the extension does not cancel a paid subscription. Cancel it separately as explained below.

Subscriptions, cancellation and refunds

Cancel renewal

Use the subscription-management link supplied with your purchase, or ask us to cancel. You keep access until the end of the paid period unless a refund applies.

Request a refund

Email us within seven calendar days of the charge. We refund the unused share of that period’s credits, or the whole charge if you have used less than 10% of them. Available once per customer, and not for charges billed in Indian rupees. Details in our refund promise. Mandatory rights under local law still apply.

Subscription not showing

Sign in with the email on the receipt. If it still does not appear, send us the receipt number and charge date—not full payment details.

Unrecognised charge

Contact us immediately with the charge date, amount and receipt number. Also secure the payment account if you suspect unauthorised use.

Refund timing after approval depends on your bank or payment provider. Read the full rules in Subscriptions and Refunds.

Privacy, account deletion and your data

For access, correction, deletion or another privacy request, email privacy@tildew.com from the address you use with Tildew. Say plainly what you want; you do not need to quote a law or complete a special form.

We may ask for reasonable verification before disclosing or deleting account data. Read our Privacy Policy for what Tildew collects, why it is used, and your choices.

Report a security concern

If you believe you found a vulnerability or an account-security issue, email hello@tildew.com with “Private security report” in the subject. Describe what you observed and how we can reproduce it without including personal data you do not own.

Please act in good faith: avoid accessing other people’s information, changing or deleting data, disrupting the Service, or publicly disclosing the issue before we have had a reasonable opportunity to investigate. We will acknowledge a responsible report as soon as reasonably possible.

Business and legal details

Tildew is operated by MZEUS LABS LLP (LLPIN ACV-7859), registered in Pune, Maharashtra, India.

General support: hello@tildew.com
Privacy requests: privacy@tildew.com
Postal address: Office No-15A, Fourth Floor, A-Building, City Vista, Vadgaon Sheri, Pune, Maharashtra, India