Support — Tercümen

EMAIL destek@tercumenceviri.com Response time: usually within 2 business days

Include your phone model, the usage mode (camera, PS5, computer) and the game title so we can help faster. We reply in Turkish or English.

Common problems

Subtitles are not being translated

Make sure the right game is selected and subtitles are turned on in the game’s settings. When drawing the subtitle area, select only the strip where subtitles appear. If the area is too large, other text on screen may be picked up.

The image is sideways or upside down

In the app, use Settings → Rotate image (Görüntüyü döndür).

The console or computer cannot be found

On iPhone, go to Settings → Tercümen and turn on Local Network. If you denied it earlier the option may not appear; reinstall the app or enter the device’s IP address manually. Make sure both devices are on the same Wi-Fi network — guest networks often isolate devices.

I can’t connect to my PS5

Fully close the official PS Remote Play app. The console allows only one remote session at a time.

The computer streaming program won’t install

Step-by-step setup is on the streaming program page (Turkish). If macOS says the developer cannot be verified, right-click the file → Open, then choose Open again.

The voice sounds robotic or characters aren’t distinguished

Per-character voices are used in games we have prepared. If your game is not in the list, translations are read with a single voice.

My subscription doesn’t show up

Make sure you are signed in with the Google or Apple account you used when purchasing, then tap Restore purchases on the subscription screen.

I found a wrong translation

Report that line from the Translations screen in the app. The correction reaches all players.

Cancelling and refunds

iPhone · iPad

Cancel: Settings → [your name] → Subscriptions → Tercümen → Cancel Subscription.

Refund: request one from Apple at reportaproblem.apple.com.

Android

Cancel: Play Store → Profile → Payments & subscriptions → Subscriptions → Tercümen → Cancel subscription.

Refund: follow the steps on the Google Play refund page.

Cancellation takes effect at the end of the current period. Deleting the app or your account does not cancel the subscription. Apple and Google collect payments, so they decide on refunds.