Transcy: AI Language Translate

Hi there, This is Saha. Thank you for reaching out — I completely understand how frustrating it must feel to see charges continue after you’ve decided not to use the app anymore. I’d like to clarify what happened to help put your mind at ease. During this period, as per the terms of your selected Growth plan, your subscription remained active, and the corresponding monthly charges were applied. That’s why you noticed charges up until your latest billing cycle, which ran from November 27, 2025 to December 27, 2025. That said, I want to reassure you that since you uninstalled the app on December 23, 2025, your subscription has now been effectively cancelled. You will not be charged again for the Transcy app going forward. If you still notice any unexpected charges or would like us to double-check your account status. I have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support. Best Regards Saha Transcy by FireGroup Technology

Hi sir, This is Ben, and I am truly sorry for the frustration you’ve experienced. I completely understand how disappointing it is to invest time and money only to feel like things aren’t working as expected. Especially after multiple attempts and being patient throughout — that’s not the experience we want for you. I can see that our support team is actively assisting you and has already begun providing relevant solutions to address the auto-translation issue you mentioned. We’ll continue working closely with you to pinpoint what went wrong and make sure you can use the app as intended. Thank you again for your patience. We’re committed to getting this resolved for you. Best Regards Ben Transcy by FireGroup Technology

Hi sir, This is Brian, and we apologize for the trouble you've been experiencing. Regarding your issue, there's a misunderstanding: our app was not authorized to edit anything in your original language. We support the target languages. Based on your case, we're wondering whether, after the update, choosing a new pricing plan would cause your current number of languages to reach the limit, resulting in the target languages being unpublished in the app. If that's the case, please go to the language settings to publish them again We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support. Best Regards Brian Transcy by FireGroup Technology

Hi sir, This is Carrick, and we apologize for the trouble you've been experiencing. It seems our previous message may not have conveyed the information clearly, and we sincerely apologize if that led to any confusion. Just to clarify, you can find the Free plan anytime by following these steps: Account & Settings → Change plan → Scroll down → Select “Free plan.” With the Free plan, you can add 1 target language and access several basic settings to support your store. In addition, we offer a 7-day free trial on all paid plans, so you can explore every premium feature without any charges during the trial period. We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support Best Regards Carrick Transcy by FireGroup Technology

Hi sir, This is Marry, and we apologize for the trouble you've been experiencing. Regarding the pricing, I understand your concern. While our service may seem more expensive compared to free tools, we aim to provide the best return on your investment through advanced features and automation that free tools cannot offer. About your point on Google Translate in Chrome — you’re absolutely right that browser translation is convenient. However, our app goes beyond that by offering multiple high-quality translation engines such as DeepL, OpenAI, and others, ensuring much more accurate, context-aware, and professional translations for store content. This level of quality is especially important for SEO, conversions, and brand credibility. We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support Best Regards Marry Transcy by FireGroup Technology

Hi sir, This is Ethan, and we apologize for the trouble you've been experiencing. 1. Regarding the language issue, our team checked your case and, from our previous conversation, it appears we were able to guide you through the steps and you confirmed that the problem had been resolved. We sincerely hope everything is now working smoothly on your end, but if anything is still not functioning as expected, please let us know — we’re here to help until it's fully resolved. 2. About the customer support experience, I completely understand why it felt unhelpful. Just to clarify for future reference, whenever you start a new chat, you’ll first interact with our AI assistant. We introduced this system because our human support team cannot operate 24/7, and the AI helps handle common questions quickly. When the AI cannot resolve the issue, the conversation is automatically escalated to a human agent. That said, we acknowledge that our AI still has limitations, and I’m genuinely sorry that this affected your experience. Improving its accuracy and usefulness is one of our top priorities, and we’re actively working on strengthening both AI performance and overall support quality. Best Regards Ethan Transcy by FireGroup Technology

Hi sir, This is Ben, and we apologize for the trouble you've been experiencing. Thank you for sharing your experience. We understand your concerns and want to address them directly. During your 7-day trial, our team actively supported you with detailed guidance and step-by-step instructions to resolve your issues. Our support model focuses on empowering users to apply solutions with our guidance, ensuring you maintain full control of your store. Some troubleshooting steps may not have been fully followed, which can affect resolution. We also noticed requests for us to make changes directly in your store. For security and policy reasons, our team provides guidance and troubleshooting, but cannot execute changes on behalf of users. This is a standard SaaS practice to protect your store’s integrity. Regarding your note about lost money and time, our records confirm you were on a free trial and were never charged. Our intention is always to support your success, not to cause inconvenience. We’re sorry we couldn’t meet your expectations this time and truly appreciate your feedback—it helps us improve We have noticed that one of our colleagues is in touch with you. Please let them know if you need further support Best Regards Ben Transcy by FireGroup Technology