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
Channel | Use for | Response Time |
In-app chat | Quick how-tos, account issues, and immediate guidance. | < 2 hours (during business hours) |
Email ( | General support inquiries, detailed project problems, or feedback. | < 24 hours |
Dubby (AI assistant) | Finding instant answers within our Help Center articles. | Instant |
How to reach us in-app
Click the message icon in the bottom-right of the app.
Type your question in your own words. Dubby, our AI assistant, replies instantly from our documentation — and can connect you with the support team when you need more help.
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
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 with Dubby in the Help Center first! It's trained on all our documentation and can often solve your problem in seconds.