Support
Contact
Email hi@julineshang.win from any address you can read. To help us fix a bug faster, please include:
- What you were trying to do (e.g. "translate Spanish YouTube subtitles to English")
- What happened instead — error message, missing translation, or slow response
- Browser version (paste from
chrome://version) - Extension version (toolbar popup → footer)
Common questions
The toolbar icon does nothing on a particular page. Chrome blocks every extension on certain pages (the Chrome Web Store, chrome:// internal pages, a small number of financial websites). PaneTrans cannot run there — try the same action on a normal page.
Translation is slow the first time. The first run of a given model downloads its weights (50–300 MB) into your browser cache. Subsequent uses are near-instant. You can pre-download a model from the popup → Model Picker.
I bought a Pro license but the popup still says "Free". Check your inbox for an email from noreply@dodopayments.com containing your license key. Open the extension popup → Pro section → paste the key → Activate. If the email never arrived, check spam and then email us with the address you used at checkout so we can re-issue the key.
My license key is rejected. Make sure you copied the whole key (no leading/trailing spaces or line breaks). Lifetime keys never expire; subscription keys auto-renew on each successful charge. If a previously-working key stops working, email us and we will look up the activation history.
I want a refund. Refunds are honored within 2 days of purchase. See the Refund Policy for the full terms, then email hi@julineshang.win from the address you used at checkout.
Does PaneTrans send my browsing data anywhere? No. All translation runs locally on your device. The only outbound network traffic is downloading model files from Hugging Face on first use, OCR data from tessdata.projectnaptha.com, and (for Pro users) a license-key validation request that contains only the key string. Read the full Privacy Policy for details.
Service status
Translation has no central service — it runs entirely in your browser, so there is nothing to be "down." The only server-facing component is the optional license-validation Worker; if it is ever unreachable, previously-activated Pro features remain unlocked from local cache and the popup retries quietly in the background.