Support
Last updated 21 July 2026
Write to [email protected] and a person answers — usually within a day or two. There is no ticket system and no bot.
If it is urgent because you are about to walk into the appointment, say so in the subject line.
“It says my language is not downloaded”
This is the most common problem, and it has to be fixed before you need the app. Tolka transcribes speech on your iPhone rather than in the cloud, which is what keeps your audio private — but it means iOS has to download that language first, and it only does so over wifi.
- Open the situation and look at the banner at the top.
- Tap to download, on wifi, with the phone plugged in. It can take several minutes and a few hundred megabytes.
- Do this at home the night before, not in the waiting room. Hospital wifi is exactly where it will fail you.
If a language never appears in the list at all, your iPhone cannot transcribe it yet. Coverage comes from iOS, not from us — it is strong across Europe and thin across much of Asia. Tell us which pair you need anyway; it tells us where to push.
“It mishears them”
Put the phone closer to whoever is speaking, and use the handover screen so they can watch their own words appear — that is what it is for. If a line came out wrong, tap it and correct it; the correction feeds back into the interpretation.
If Tolka shows an amber caution, it means it built the answer out of fragments and you should not lean on it. That warning is doing its job. In a loud room, moving two metres is worth more than any setting.
“I want to cancel”
Subscriptions are managed by Apple, so cancelling does not go through us and does not need an email:
- Open Settings on your iPhone and tap your name at the top.
- Tap Subscriptions, then Tolka, then Cancel Subscription.
You keep access until the end of the period you have paid for. For a refund, use reportaproblem.apple.com — Apple handles those, and we genuinely cannot.
Bought on another device, or restored your phone? Open Tolka's settings and tap Restore Purchases.
“It let me down when it mattered”
Tell us. This is the only category of message we treat as urgent, and the useful details are: which language pair, roughly what was said, and what Tolka gave you instead. We cannot read your conversations — nothing is logged, by design — so the only way we find out is if you tell us.
Privacy and terms
What leaves your phone is set out on the privacy page, and the limits of what Tolka is are on the terms page. Both are short, and both are written to be read.