Contact and support
You can reach AI Translator by email at support@aitranslator.vn, or in the support chat: the chat button at the bottom right of every page of this website, or the Support screen in the app. We have no support phone line.
- support@aitranslator.vn
You can write in Vietnamese or English - Chat
- The chat button at the bottom right of every page, or the Support screen in the app
A real person replies, not a bot. Leave your email (optional) to get the reply by email if you leave the page. Messages are kept for 90 days. If you do not see the chat button (for example with JavaScript turned off), email us - Other channels
- None
Apart from email and chat, we have no phone line or other support channel - Replies
- No promised reply time
One person runs the product, so we do not commit to a specific response time - Security reports
- /.well-known/security.txt
Or email us with a subject starting with [Security]
For none of the requests below do you need to send a password, card number or bank account number. We do not need them and do not receive them.
What do you need? Email us with this information
Each button below opens your email app with a subject and a template filled in. If it does not open, write to the address above by hand.
Get the installer by email
Both macOS and Windows install with one command on the Download page, no email needed. If you would rather receive the macOS .dmg or the Windows .exe by email: email us using the template on the Download page (there is one for macOS and one for Windows): your computer model and chip or processor, your macOS or Windows version, RAM, the meeting app you use and the languages you need. We send the installer with its SHA-256 checksum so you can verify it.
Technical support
Please include: the app version (About screen), the macOS version and chip (Apple menu › About This Mac) or the Windows version and processor (Settings › System › About) plus the graphics card, your RAM, the model pack you use (Settings › Model: Standard or Lite), the meeting app, the steps that lead to the problem and the text of any error message.
The quickest way: go to About › Send log to support and put the report code it shows (like R-XXXX-XXXX) in your email; we can find your log with that code. Logs never contain what was said, and personal data is scrubbed before sending. If you would rather attach the file yourself, go to About › Open log folder. Please try the troubleshooting steps first, because many common problems have a quick fix.
Lost license key
You can recover it yourself: go to Settings › License › Lost your key?, enter the email you used to buy and choose Send my keys. The message comes from no-reply@mail.aitranslator.vn, so check your spam folder too. If it still does not arrive, email us from the address you used to buy. See also the guide to buying and activating a key.
Payment problems
If you paid but have no key, paid too little, or an order failed, send the order code (the “Order …” line on the Upgrade screen), the email you used to buy, how you paid, and the time and amount. For a card payment, also attach the receipt Creem emailed to the address you entered, if you have it. Your bank and PayOS handle VietQR transfers. For card payments, Creem is the merchant of record (reseller) and handles the payment and the tax; we do not receive your bank account or card details.
Refund request
Send your request to us first, within 7 days of the payment date, with the order code and the reason. Payments are not refundable, except when a fault on our side stops you from using the plan you bought and we cannot fix it within a reasonable time, or when the law says otherwise; changing plans is not refundable. For card payments Creem is the merchant of record, so Creem may also refund them under Creem's terms; if we do not reply for more than 7 days, you can contact Creem (look up your order at creem.io/my-orders/login). When an order is refunded (in full or in part, including through a card dispute), we may shorten the time that order added to your license, or revoke the license if it consists only of that order; this is not automatic: the operator decides case by case. Details are in the Terms of use.
Delete or anonymize personal data
Send the request from the same email you used to buy, so we can confirm it is you. We will remove your email and device name; a minimum of data is still kept (the hashed machine ID, the time you consented and the accounting-level order row), and your license still works but can no longer be recovered by email. Data you enter on Creem's page is kept by Creem under Creem's policy; to have it deleted there, contact Creem. The full list is on Data and security. Data on your own computer you can delete right away inside the app.
Report a security issue
If you believe you have found a vulnerability in the app, the license server or this website, email us with a subject starting with [Security], and include a description, the steps to reproduce and the affected version. We ask that you do not disclose it publicly until we have exchanged messages. Security contact details are also in the security.txt file.
Feedback and new needs
Need another language, need to use it on several computers, or have a different idea? The order of what we weigh for the next stage depends on user feedback (it is not a commitment). Tell us what you use AI Translator for.
You may find the answer right away
About our contact details.
The provider of AI Translator is Đỗ Tiến Phong (individual). We have not published an address, phone number or tax code on this website; all contact goes through the email or the support chat above.