FAQ
Answers to common questions. Can’t find what you need? Email support@ultivoice.com.
Trial & purchase
Section titled “Trial & purchase”Is there a free trial?
A free trial period is available — check the pricing page for current trial terms. The trial gives full access to all features for the trial duration. No credit card is required to start a trial.
What payment methods are accepted?
- International: credit/debit card (Visa, Mastercard, Amex) via Polar (our Merchant of Record).
- Vietnam: bank transfer via SePay VietQR — scan a QR code in your banking app, no card needed.
See Buying a License for full details.
Can I get a VAT invoice?
For card payments, Polar issues receipts automatically and handles VAT/GST collection for EU/UK customers. For VietQR payments, contact support@ultivoice.com to request a VAT invoice.
Refunds
Section titled “Refunds”What is the refund policy?
Please see the Refund Policy page for the full policy, including the refund window and per-payment-rail process.
How do I request a refund?
Email support@ultivoice.com with your order ID or the email used at purchase. We will process the request per the Refund Policy.
Languages and formats
Section titled “Languages and formats”Which languages are supported for dubbing?
UltiVoice supports 50+ languages for transcription and translation, including Vietnamese, English, Japanese, Korean, Mandarin Chinese, Spanish, French, German, Portuguese, Thai, Indonesian, and more. See the full list in Settings → Languages within the app.
TTS voice quality varies by language — Vietnamese and English have the highest-quality voice models. Other languages use multilingual synthesis models.
What video formats can I import?
MP4, MKV, MOV, AVI, and WebM. H.264 and H.265 video codecs are supported. Most common audio codecs (AAC, MP3, Opus, PCM) work automatically.
What subtitle formats does UltiVoice export?
ASS (Advanced SubStation Alpha) and SRT. ASS supports rich styling (fonts, colours, positioning). SRT is plain text for maximum compatibility. See Subtitles.
Offline use
Section titled “Offline use”Does UltiVoice work without internet?
Yes. After activation, all AI processing (ASR, translation, TTS, export) runs entirely on your machine with no internet connection. Internet is only needed for the initial activation and periodic license beacon checks (once per day at most).
See Offline Use & Renewal for details on the grace period.
Does UltiVoice upload my videos?
No. Your video files never leave your machine. All processing is local. The only outbound network calls are license activation/beacon requests to ultivoice.com, and model downloads on first use.
Voice cloning
Section titled “Voice cloning”Is voice cloning available on all plans?
Voice cloning is available on Standard and Professional tiers. Starter tier uses preset voices only. Check the pricing page for current tier features.
How long does the reference clip need to be?
Minimum 5 seconds; 15–30 seconds recommended for best quality. The clip must be clean speech — no background music or heavy noise. See Voice Selection & Cloning.
Can I clone any voice?
You must have the explicit consent of the person whose voice you are cloning. Cloning voices without consent is prohibited under our Terms of Service and may violate applicable law.
Subscription management
Section titled “Subscription management”How do I cancel my subscription?
Sign in at account.ultivoice.com and go to Subscription → Cancel. Access continues until the end of the current billing period. Your projects and data are not deleted.
How do I upgrade or downgrade my plan?
From account.ultivoice.com → Subscription → Change plan. Upgrades take effect immediately (prorated charge). Downgrades take effect at the next billing cycle.
How do I move my license to a new machine?
Deactivate the old machine from account.ultivoice.com → Machines, install UltiVoice on the new machine, and follow the Activation guide. See Machines & Seats.
Privacy and data
Section titled “Privacy and data”What data does UltiVoice collect?
The website collects your email (for account login), payment identifiers via Polar/SePay, and your machine’s hardware fingerprint (HWID) for license seat binding. See the full Privacy Policy for details.
Is my video content stored on your servers?
No. Video processing is entirely local. We have no access to your video content.