Transcy: AI Language Translate

Hi there, This is Kieran, and we apologize for the trouble you've been experiencing. The pricing update was not a decision made lightly. We notified all customers via email and on our Price List in early September 2025. Over the past two years, we’ve continuously invested in improving the app — adding new features, enhancing performance, and expanding translation and localization capabilities. These updates come with significant development costs, and the price adjustment helps us sustain and grow these efforts. We genuinely value your support and would be happy to discuss your case further We have noticed that one of our colleagues is in touch with you. Please let them know if you need further support. Best Regards Kieran Transcy by FireGroup Technology

Hi Gulnoza, This is Brown and we're deeply for any inconvenience causing to your experience - For unexpected support from the agent, we will recheck their work carefully and have a proper training to improve the service. Also please believe me that single conversation does not reflect the whole support and product quality we have built for years, hope you sympathize for us - As you mentioned there were some outdated Youtube contents, we will definitely take a look on them and take the needful steps to update it soon - We have seen that one of our colleagues is reaching out you with clear explanations, please check your email and let him know if you need further support Looking forward to hearing from you soon Regards, Brown Transcy by OneCommerce

Hi Gaurav , This is Brian and we're deeply for any inconvenience causing to your experience - In relation to your main issue as your page was not indexed by Google. Please be advised that, our app specializes in showing translation on store font only, so whether the page is indexed or not on Google’s site, we’re not sure if it’s coming from our app, meanwhile we’re still investigating the root cause - However in your case, I have seen the page with its suffix /de (https://etravelsim.com/de/products/truthahn-esim), it means once you switch the page from default language to other language such as German on this case or your page is automatically redirected to German page based on the corresponding location, its URL page will be https://etravelsim.com/de/products/truthahn-esim, also this format page is based on Shopify format, please refer to this article for more details (https://help.shopify.com/en/manual/international/international-domains/setting-up-unique-urls/hreflang-tags) - As a temporary solution, please use this function “recommend” (https://i.imgur.com/Ne1fMPC.png) instead of auto switch language by location, this function means showing a recommendation popup of the location, language and currency, visitors are allowed to confirm and process to the correct - We have seen that one of our colleagues is reaching out you, please check your email and let him know if you need further support Looking forward to hearing from you soon Regards, Brian Transcy by OneCommerce

Hi Hamoodah, This is from Emma from Transcy Regarding to your concern, we understand the frustration this situation has caused, and we sincerely apologize for the delay in resolving your issue. It's a complex matter that requires the specialized knowledge of our development team, so it will take time. We've been closely monitoring the progress and appreciate the patience you've shown. We have seen that one of our colleagues is following your case, please kindly check your email and let him know if you need further support Regards, Emma Transcy by OneCommerce

Hi Adrian, This is Kate from Transcy First of all, I sincerely apologize for the inconvenience caused to you At the moment, since you also use Shopify Payment and set up the currency on Markets, the currencies are managed by both Shopify Payment and Transcy. I have explained to you how the currency works in each situation via our support ticket. I am still looking forward to hearing from you so that I can provide a proper explanation based on your Shopify Markets' settings. Regards, Kate Transcy by OneCommerce

Hi Edwin, This is Selena, and we apologize for the trouble you've been experiencing. To provide fast, initial support (especially outside of our human team's operating hours), all new chats begin with our AI assistant. The AI's primary goal is to resolve simple questions immediately. If it cannot solve your problem, your chat will be seamlessly transferred to a human agent. We know our AI isn't perfect yet, but we're committed to continuous daily improvements to make your support experience as smooth and effective as possible. We have noticed that one of our colleagues is in touch with you. Please let them know if you need further support Best Regards Selena Transcy by FireGroup Technology

Hi, It's hard to hear, and we're truly sorry. We know we let you down, and we don't take that lightly. We've reached out to you directly via email and would love the chance to make this right. — The Transcy Team

Hi there, This is Brian from Transcy and we're deeply sorry for any inconvenience causing to your experience - We have seen one of my colleagues has helped you customize switcher on header for desktop, however on mobile, it's not displaying properly and she have not yet checked, then you uninstalled the app, so it's hard for us to check further - We completely understand that costs are a big part of every merchant's decision to use. Because of its complicated integration from DeepL, it's now available on Premium plan only. However, on Premium plan, there're not only DeepL function but also some advance features to provide a great benefit of this plan - One of our colleagues is following your case, he gave you clear explanation on your case, please kindly check your email and let him know if you need further support Looking forward to hearing from you soon Regards, Brian Transcy by OneCommerce

Hi Etablissements, This is Hana and we personally apologize for those inconvenience causing to your experience In relation to your issues as following: - For hreflang as well we SEO. Firstly as hreflang, according to Shopify, Hreflang tags and meta tags are automatically created for every international domain or subfolder that you set up. Your sitemaps also include all published languages to help search engines detect the different languages on your store, for more details can be found here. In case you want to customize/edit it further, please contact Shopify for further support because it's out of scope and we're not allowed to touch or edit anything on it, we just support how to translate your SEO on other languages - For the search function, as one of my colleagues gave you a clear explanation, but we're deeply sorry if this information is being missed to notify you, we will take it into consideration about its notification so far - For the color variant, it's because of the translation conflict, for making it easy, once you edit the variant manually into different languages, Theme will not understand those manual translation and it leads to its broken format, because Theme will not support to show variants into multi-languages, it just support on default language. The best solution is to remove the manual translation of variants in app, but on store font is still being translated automatically by AI translation - "- Suddenly former pictures from an older version appear on translated websites" => we're waiting your collaborator request so that we can check the root cause and fix it soon - "Oh and I asked to remove an add-on. Response: you need to downgrade and upgrade again to remove add-ons. This would mean losing all manual translations!" => the best way is to downgrade to a lower plan and then upgrade to the Growth plan again, I make sure that your translation will not be affected anything. Once you downgrade, your target language will be unpublished, so you just publish it again when you upgrade - We have seen that one of our colleagues is reaching out you, please check your email and let him know if you need further support Regards, Hana Transcy by OneCommerce

Hi there, This is Ben and we're deeply sorry for any inconvenience causing to your experience During using the app, we have seen there're some different kinds of issues and our team also provided clear explanation and tried to resolve them as well Furthermore, we have seen that one of our colleagues is still following your case, please check your email and let him know if you need further help Hope to hear from you soon Regards, Ben Transcy by OneCommerce

Hi Meng, This is Fiona from Transcy and we sincerely apologize for any inconvenience causing to your experience - For the main problem regarding to downgrade to Free plan and you're unable to use the annual basic plan, this is a bug from the app and we already fixed it for a few hours since you reported this problem. Hope you sympathize for us and we will never let this issue happen again - As an additional apology, we already processed to refund the annual basic plan, so I highly appreciate your empathy on this situation - We have seen that one of our colleagues is following your case, she gave you clear explanation on your case, please kindly check your email and let her know if you need further support. Regards, Fiona Transcy by OneCommerce

Hi Marina, This is Donna and we're deeply sorry for any inconvenience causing to your experience In relation to an unexpected issue as the loss of your current translation from other translation app. Although we have tried our best to revert them, but unsuccessful. As a temporary solution, please contact that app to ask whether they could revert the translation Also we have seen that one of our colleagues is reaching out you via email by providing clear explanation along with possible solutions, please let her know if you need further support Regards, Donna Transcy by OneCommerce

Hi Manfred, This is Carter and we're truly sorry for this inconvenience causing to your experience In relation to your issues as following: 1. For the first issue that your manual translation overridden by AI translation, I have seen it's fixed, please kindly check it again. If it still persists with other products, just please let us know to check further 2. For this currency issue, "Transcy support refers to Shopify and Shopify support refers to Transcy", we're so sorry if our explanation was not clear. To be specific and further investigation, although we already removed the Transcy currency code, the price was not showing properly, it's because we have realized you're using the 3rd party app "Tiered Discount by AnnCode" for your currency, so I am wondering if the issue is resulted from this app, please help me to contact them for further support Also we have seen that one of our colleagues is reaching out you, please let him know if you need further support Regards, Carter Transcy by OneCommerce

Hi Aissata , This is Peter from Transcy and we sincerely apologize for any inconvenience causing to your experience - In relation to your main concern that your plan was downgraded to Free plan without your approval. To be specific, we're not allowed or unauthorized to do any actions with your plan, so we're wondering if you have someone else who have the right permission to do it. Also you can recheck with Shopify for further investigation - We have seen that one of our colleagues is following your case, he gave you clear explanation with the relevant solutions, please kindly check your email and let him know if you need further support. Regards, Peter Transcy by OneCommerce

Hi there, This is Saha and we personally apologize for any inconvenience causing to your experience - Regarding to your issue, we seem not to catch it clearly, also you uninstalled the app, so it's hard for us to check your case further. Please consider to reinstall the app and let us have a final chance to support your case with the highest priority - We have seen that one of my colleagues has reached out you via email, please check your email and let them know if you need further support Hope to hear from you soon Regards, Saha Transcy by OneCommerce

Hi Junjie, This is Edna and we're truly sorry for this inconvenience causing to your experience In relation to your issues, we have seen that our agents tried to check and find out the relevant solution to resolve your case as soon as possible. If there's any errors still existing, please let us know to help you in time Also we have seen that one of our colleagues is reaching out you, please let him know if you need further support Regards, Edna Transcy by OneCommerce

Hi Alexander, This is John and we would like to apologize for any inconvenience causing to your experience We have not received any contact from you since October 25th, 2023. According to the previous conversation, here are some explanations for your concerns: 1. Your default language is German. Transcy has not changed anything on your default store. Could you please give us more information about the issue when switching to the German language? 2. After adding another language as your target language, you will need to translate it via Transcy. We provide a quick action to Translate by AI, then you can modify the translation to be more professional. 3. On the previous conversation, our support team guided you to sync the content and re-translate them, if you had changed the default content. Because we did not changed your manual translation without your permission, so this action was needed. However, I could see that our agent was not giving you the work-around solution to translate the store automatically without managing and storing the translation in-app (and Shopify). At the moment, one of our colleagues is following your case via our support ticket, please allow her to continue the conversation there. Regards, John Transcy by OneCommerce

Hi Jan, This is Adela from Transcy and we're truly sorry for any inconvenience causing to your experience - In relation to AI translation, it's a known issue that we are using an AI Translation System including Google, so sometimes quality will not meet customer's expectation due to specific language/context/situation/business industry. However, we guarantee that the system is being upgraded frequently, and the quality keeps improving when time goes - For the other issues, we have seen that one of our colleagues is following your case, he gave you a clear explanation as well as solutions for your case, please kindly check your email and let him know if you need further support. Regards, Adela Transcy by OneCommerce

Hi there, This is Henry and we would like to apologize for any inconvenience causing to your experience In relation to your concerns as following: 1. For the machine translation, it's a known issue that we are using an AI Translation System including Google, so sometimes quality will not meet customer's expectation due to specific language/context/situation/business industry. However, we guarantee that the system is being upgraded frequently, and the quality keeps improving when time goes 2. As we have seen one of our colleagues has replied to your question for a few minutes and sent follow-up emails two times, even if we have realized you read email, but you might miss our emails, please kindly recheck your email box 3. For the loading speed, generally the more third parties you install, the lower speed your page is, so when you installed our app which also needs code inserting on your theme to work , so it's inevitable to make your page speed lower. Here, we follow Shopify's regulations on store page speed to minimize the impact on users' store. However, to operate an app, it will somewhat affect the speed but not significantly We have seen that one of our colleagues is following your case, please let him know if you need further support Regards, Henry Transcy by OneCommerce

Hi Matthew, Here's Brian and we're deeply sorry for this inconvenience causing to your experience In relation to your issues, we have seen that our agents tried to check and find out the relevant solution to resolve your case as soon as possible. Unfortunately we're unable to reproduce this kind of bug and it's showing properly from our site, also we have seen that the main reason is coming from cache's market from market setting and we have updated the data to be compatible between market setting and our app, however it's still happening from our end, so to investigate deeper, we need to directly recheck from your site via teamviewer We have seen that one of our colleagues is reaching out you, please let him know if you need further support Regards, Brian Transcy by OneCommerce