Contact support
Need help? Here are all the ways to reach the Dubly.AI team — and what to send so we can resolve your question fast.
Pick the right channel
Section titled “Pick the right channel”| Channel | Use for | Response Time |
| In-app chat | Quick how-tos, account issues, and immediate guidance. | < 2 hours (during business hours) |
Email (hello@dubly.ai) | General support inquiries, detailed project problems, or feedback. | < 24 hours |
| AI Chat Bot | Finding instant answers within our Help Center articles. | Instant |
How to reach us in-app
Section titled “How to reach us in-app”- Click the message icon in the bottom-right of the app.
- Choose the category of your issue.
- Define your issue via text.
What to include in a support request
Section titled “What to include in a support request”The more context we have, the faster we can help:
- Dub link (copy from the browser address bar)
- Account email
- What you expected to happen
- What actually happened, including any error message (screenshots welcome)
Enterprise support
Section titled “Enterprise support”Enterprise customers have:
- Slack Connect channel for day-to-day communication
- Guaranteed SLAs for response and resolution time
- 24/7 on-call for sev-1 incidents
Talk to your CSM or sales@dubly.ai for details.
To help us resolve your issue as quickly as possible, please include the following details:
- Account email: The email address associated with your account.
- Video link: Please provide the direct URL of the affected video or translation (more helpful than a Dub ID).
- What you expected to happen.
- What actually happened, including any error message (screenshots welcome).
- Screenshots/screen recordings: A visual of the error or the specific area you’re asking about.
- Browser info: Let us know which browser you are using (e.g., Chrome, Safari) for technical glitches.
Pro Tip: Check our AI Chat Bot in the Help Center first! It’s trained on all our documentation and can often solve your problem in seconds.