1
CaptionOx version
Shown in the panel footer (for example 1.0.0).
Contact support
One human, real answers. Email us at:
Include these, and we'll solve it in one reply
2
Your system
Windows 10/11, or macOS version — and on a Mac, your chip (Apple Silicon or Intel).
3
Premiere Pro version
For example “Premiere Pro 2025 (25.2)”. Find it under Help → About on Windows, or Premiere Pro → About on Mac.
4
The panel's Log lines
Copy the last 10–15 lines from the Log area at the bottom of the CaptionOx panel, plus a screenshot of the panel if there's an error message. These two things solve most problems in one reply.
5
What you were doing
One or two lines: which step you were on (export, generate, add to timeline) and what happened instead.
Before you write
The help page covers the most common fixes — panel not visible, Mac Gatekeeper prompts, license already active on 2 computers, Hindi accuracy — and the FAQ answers product questions. For refunds, see the refund policy — within 14 days it's a simple email, no questions asked.