Support
Help with the veki app, the browser extension and your account.
Contact us
Write to support@veki.app.
Questions, ideas, problems with your account or a payment: send us an email at support@veki.app from the address you use for veki, so we can find your account. For privacy questions, write to privacy@veki.app.
Report a bug
Tell us what you did, what you expected, and what happened instead.
Email support@veki.app with "Bug report" in the subject, and include:
- Where it happened: the veki app for Windows, the browser extension (and which browser), or veki.app (and which device).
- The steps that lead to it, and what you expected to happen.
- For the extension, the address of the video, and the language you're learning.
- A screenshot or a short screen recording, if you can. It often saves a lot of back and forth.
Never send us your password. We'll never ask for it.
Browser extension
Most problems are fixed by signing in at veki.app in the same browser.
- Nothing shows on the video: sign in at veki.app in the same browser, then reload the video's tab. The extension's popup shows who is signed in.
- No subtitles: the video needs subtitles in the language you're learning (YouTube's auto-generated ones work too). In the popup, leave the language on Auto or pick one of your veki languages.
- Another video site: open the popup on that site and press Use veki here. veki works on sites that load their subtitles as WebVTT, SRT or TTML.
- No sound when you press 🔊: not every word has a native speaker's recording; then your computer's voice is used, if it has one for that language.
veki for Windows
- veki for Windows runs on Windows 10 and 11 (64-bit). Download it from your veki home page after signing in.
- If the shortcuts stop working, check that veki is running in the system tray (by the clock), and sign in again from its window if it asks.
Account and plans
- Plans and cancelling: on your account page. Paid plans are sold by Paddle, our merchant of record, which also sends your receipts.
- Forgot your password: use reset password.
- Your data: download everything you made, or delete your account, from your account page. See the privacy policy for what we keep and why.