Support

Restore a Purchase

If you reinstalled Cinelingua or signed in on a new device and your Pro features are missing:

1. Open Cinelingua and go to Settings.
2. Tap Restore Purchases.
3. Sign in with the same Apple ID used when you originally subscribed.
4. Your Pro access will be restored automatically.

Cancel a Subscription

Cinelingua subscriptions are managed entirely by Apple. To cancel:

1. Open the Settings app on your iPad.
2. Tap your name at the top, then tap Subscriptions.
3. Find Cinelingua and tap it.
4. Tap Cancel Subscription and confirm.

You will retain Pro access until the end of the current billing period. Cinelingua cannot issue refunds directly — refund requests must be submitted through Apple's Report a Problem.

Sign in with Apple

If you cannot sign in or your account is not recognized:

1. Make sure you are signed into iCloud on your iPad (Settings → [your name]).
2. Check that Sign in with Apple is enabled for Cinelingua in Settings → [your name] → Password & Security → Apps Using Apple ID.
3. If your sign-in was hidden, Apple still provides a unique identifier — your account is not lost. Sign in again with the same Apple ID.
4. If issues persist, contact us at hello@jeffreychang.me.

Netflix Playback

Cinelingua works alongside the Netflix web experience. It does not replace or modify the Netflix app.

1. Make sure you have an active Netflix subscription and are signed into Netflix in the browser view within Cinelingua.
2. If video does not load, try refreshing the Netflix page inside the app.
3. Ensure your iPad is connected to the internet with a stable connection.
4. If Netflix shows an error, it is unrelated to Cinelingua — check Netflix's own status at help.netflix.com.

Subtitles & Language Switching

1. While a video is playing, open the subtitle panel using the Cinelingua overlay.
2. Select your target language from the language picker.
3. If subtitles are not appearing, check that Netflix has subtitles available for that title and language.
4. Some Netflix titles have limited subtitle language options — this is controlled by Netflix, not Cinelingua.

Whisper Model Download

Cinelingua uses an on-device AI transcription model (Whisper). The model is downloaded once and then runs entirely on your device.

1. The model download requires a Wi-Fi connection and approximately 100–500 MB of free storage, depending on the model size selected.
2. If the download stalls, check your internet connection and try again from Settings → Transcription Model.
3. If the download fails repeatedly, ensure you have sufficient storage in iPad Settings → General → iPad Storage.
4. Once downloaded, transcription works offline and no audio is sent to any server.

Pro Features Not Showing After Purchase

1. Force-quit Cinelingua and reopen it.
2. Go to Settings → Restore Purchases in the app.
3. Make sure you are signed in with the same Apple ID used during purchase.
4. Check that your subscription is still active in iPad Settings → [your name] → Subscriptions.
5. If the issue continues, contact hello@jeffreychang.me with your Apple ID email (not your password) and we will investigate.