Termy support desk

Let’s get you back to learning.

Find a quick check for setup, shortcuts, screen capture, language settings, or your account. If that does not solve it, write to a real person.

Email support Try a quick check

Or email support@termy.ai from any mail app.

Start with the closest match

What do you need help with?

01 Installing & openingGet the correct desktop build and start cleanly. 02 Capture & shortcutsCheck the hotkey and macOS screen access. 03 Languages & explanationsConfirm the source language, target language, and level. 04 Account & billingCheck which account is signed in and report purchase issues safely.

Four short runbooks

Check the basics. Keep your context.

Each route is deliberately short. If the problem remains, email us with the details you gathered instead of repeating every step.

Installing & opening

Start from the current Termy download.

Use the build for your computer, finish the normal installation, then open Termy before the app or content you want to read.

Download for Windows Download for macOS

If an older copy is already running, quit it fully before reopening the new build.

Capture & shortcuts

Test the default shortcut on clear, static text.

Press Alt + X on Windows or ⌘ + Shift + X on macOS. You can change the shortcut in Termy Settings.

On macOS, open System Settings → Privacy & Security and make sure Termy is enabled under Screen Recording (or Screen & System Audio Recording), then reopen Termy.

Languages & explanations

Make sure Termy is solving the right language problem.

In Settings, confirm the language on screen, the language you want translations in, and your learner level. Then retry on a complete sentence so Termy has enough context to choose the right meaning.

For a wrong result, include the original sentence and the explanation you expected when you email support.

Account & billing

First confirm which account Termy is using.

Open Profile in Termy and check the signed-in email and subscription state. If a purchase or access level looks wrong, contact us from the email connected to that account.

Email about an account or billing issue

A receipt date or order reference can help. Do not send your password or full payment card details.

Before you write

Five details turn a vague bug into a fixable one.

  1. 1

    PlatformWindows or macOS, including the version.

  2. 2

    Termy versionOpen About Termy from the app menu.

  3. 3

    Exact stepsWhat you clicked or pressed, in order.

  4. 4

    Actual resultCopy the complete error message if there is one.

  5. 5

    Safe evidenceAdd a screenshot only after checking it for private information.

Useful answers

A few things people ask before emailing.

Still stuck? Skip the queue of guesses and send the exact details.

What should I include in a support email?

Include your operating system and version, your Termy version, what you were trying to do, what happened instead, and the exact error message. A screenshot helps when it does not contain private information.

What are Termy’s default shortcuts?

The default shortcut is Alt + X on Windows and ⌘ + Shift + X on macOS. You can change it in Termy Settings.

Why does Termy need screen access on macOS?

Termy needs screen access to read the text visible when you press the shortcut. Enable Termy under Screen Recording (or Screen & System Audio Recording) in Privacy & Security settings, then reopen the app.

Does Termy upload or store my screenshots?

OCR runs on your device, and Termy’s servers do not receive or store the screenshots used for explanations. If you save vocabulary, the relevant screenshot context stays locally on your computer for later practice.

Where can I get account or subscription help?

Open Profile in Termy to check the signed-in account and subscription state. If something looks wrong, email support@termy.ai from the address connected to the account. Never include your password or full payment card details.

Human handoff

Not solved yet? Send us the trail.

Tell us what you tried and what happened. The email template already asks for the details that make diagnosis faster.

Email support@termy.ai