[Closed] Subtitles after buying viki pass

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    benkgoblue_892

    Good luck, I’m watching a show right now that looses the CC constantly, I’m really wondering what type of service Viki is. The problem is they have such poor customer support that it’s hard to get a response I miss my Drama Fever!

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    Kristie

    Hi @saunna_67,

    Sorry to hear you're experiencing issues with subtitles after subscribing.

    If this issue is occurring on the Viki website, please send a issue report for the problem by taking these steps:

    1. At the bottom of the video player, next to the volume icon, go to Settings > Report Video Issues
    2. Check the relevant categories and write any additional details and click Submit. This will automatically send us useful information that will help us debug what might be causing the issue you're experiencing.

    After submitting the report, please let me know.

    Alternatively, if you're experiencing this on a Viki app, please try deleting and reinstalling the app to see if it helps.

    If you continue to experience the same issue, please let us know the following information?

    1. Which Viki app are you on? What is your device model? (ex. Android mobile app on Samsung S8)
    2. The specific episodes for which this is occurring (ex. Time Ep. 2)
    3. Are you getting any error message?
    4. A short video or photo of the error message or issue you're experiencing

    Let me know how it goes!

    Cheers,
    Kristie

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    Kristie

    Hey @benkgoblue_892,

    We don't actually translate or subtitle content ourselves; instead, our passionate volunteer community (people like you!) subtitle content on Viki. You can learn more about our volunteer community here.

    When subtitles for a video don’t appear or are incomplete, the community has not finished with the subtitling yet. But don't worry, they'll get to it very soon!

    You can check a video if it has been completely subtitled by referring to the subtitle completion percentage at the bottom of the video thumbnail. Follow the channel to get mobile notifications from the Viki mobile app when subtitles are completed. For more details on how to do this, please refer to this FAQ.

    If you wish to request subtitles for a particular show, you can also fill out this form and we'll do our best to make it happen.

    Best,
    Kristie

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