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Reporting Issues

We're committed to providing you with a smooth and reliable experience. If you encounter any problems or have suggestions for improvement, please let us know! Your feedback helps us make our products better for everyone.

Where to report an issue​

If you're experiencing any issues, feel free to contact our support team at support@tilde.com.

How to Report an Issue​

To ensure we can effectively address your issue, please provide as much detail as possible. Include the following information:

  1. Specify the product or solution you're experiencing issues with.
  2. The specific page or feature where the issue occurred. If applicable, include the URL.
  3. A clear and concise description of the problem. What were you trying to do, and what went wrong?
  4. Steps to reproduce the issue. If the problem is repeatable, please provide a step-by-step guide.
  5. Screenshots or screen recordings (Optional). Visual aids are extremely helpful in understanding the problem.
  6. Specify the internet browser you're using (e.g., Chrome, Firefox, Safari) and it's version.
  7. Any error messages you received. Copy and paste the exact error message.
  8. The date and time the issue occurred.
  9. Your account information (if applicable).
  10. Check the browser console for errors (Optional):
    • Open the browser console (usually by pressing Ctrl+Shift+J on Windows/Linux or Cmd+Option+J on Mac).
    • Look for any error messages, warnings, or unusual behavior.
    • Copy and paste the relevant error messages into your email.

We appreciate your patience and cooperation as we work to resolve any issues. We will do our best to respond to your report as quickly as possible.

Specific scenarios​

Tilde MT​

Trados Studio plugin

Please, provide the Trados Studio version. Include the exact error message and relevant logs.

MemoQ plugin

Please, provide the MemoQ version. Include the exact error message and relevant logs.

Website Translator​

Please, specify the Website Translator plugin and CMS version. Include the exact error message, relevant logs, and links to pages experiencing the issue.

If the error is not easily reproducible, or if your website is not publicly available, we might ask you for an example code snippet or a simplified version of your workflow to help us recreate the problem. Please understand that this will help us solve the issue faster.

Tilde Transcribe​

To assist with troubleshooting failed transcriptions, please include the 'Recording ID' in your email. See how to find it

Tilde Anonymise​

To assist with troubleshooting failed anonymisation, please include the 'File ID' in your email. See how to find it

Feature requests​

For feature requests, please describe the feature you'd like to see and explain how it would improve your experience.