Transcy： 人工智能语言翻译
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11.13：After the update, numerous issues have arisen. All languages in my store have disappeared, leaving only the default language. I've tried various settings but still can't display other languages properly.
Moreover, the customer support system is a complete mess. No one can answer my questions—only an AI is available.
12.17：They haven't resolved my issue at all. Even after two months, they still don't know what I actually want. I have no idea what their customer service and developers are doing.
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
Raymond provided clear & prompt support, for helping with our install. It's reassuring to know there is great support when required.
Thank you for sharing this! We'll pass your kind words along to Raymond. Knowing that you feel supported whenever you need it means a lot to us.
To your global success,
-The Transcy Team-
It’s terrible! Everything was working fine before, but ever since the version update, problems have been occurring one after another! Although they helped me fix issues like prices not displaying after switching languages and navigation bar errors, they made unauthorized changes to my website’s code while checking and fixing these problems! Even after my developer provided screenshots of the code changes, they still denied making any modifications to our code—it was them who denied changing our code! Now, issues like images not switching and products not syncing still exist and might persist for a long time, because we currently have no way to solve them. We don’t even know the full extent of the code changes they made. This is really frustrating.
Hi sir,
This is Saha, and we apologize for the trouble you've been experiencing.
1. Regarding the SKU issue on Oct 28, we confirm that we did not edit or change your source code — we only removed the variant’s translation in Transcy
2. For the banner issue, as one of my colleagues explained, our app only translates content from the default language and doesn’t support customizing images per market. That’s why the Dutch banner image wasn’t changed — we didn’t modify anything on your end.
3. About the image switching feature, could you please share a screenshot and storefront link showing how it worked before? This will help us investigate and clarify the cause more accurately.
Thank you for your patience and understanding.
Best Regards
Saha
Transcy by FireGroup Technology
Absolut enttäuschend – Preis-Leistung steht in keinem Verhältnis
Für einen Preis von 599 Euro ist die Leistung dieser App ungenügend. Die versprochene automatische Übersetzung funktioniert schlichtweg nicht. Tatsächlich bietet die kostenlose "Translate & Adapt"-App von Shopify deutlich bessere Ergebnisse und eine stabilere Performance.
Besonders frustrierend ist der Kundenservice: Auf E-Mails wird nicht reagiert, und der Chat-Support besteht lediglich aus einer KI, die keine Weiterleitung an echte Mitarbeiter ermöglicht. Ich kann nur dringend davon abraten, diese App zu nutzen, um die Integrität des eigenen Shops nicht zu gefährden.
Hi
This is Kane. We’re truly sorry to hear about your disappointing experience and appreciate you taking the time to share this feedback.
We understand your concerns regarding the price-performance balance and the translation results. Our app is built for merchants who need advanced automation and scalability, but we acknowledge that it may not meet every store’s expectations in all scenarios.
Regarding customer support, we sincerely apologize if you felt unsupported. While our AI chat is designed to provide quick assistance, we do have a human support team available. A member of our team is currently reaching out to you directly via email to better understand your situation and provide personalized assistance.
We genuinely value your feedback and would welcome the opportunity to review your case in detail and see how we can help resolve the issues you encountered.
Best Regards
Kane
Transcy by FireGroup Technology
This is terrible, the original language was lost after the update.
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
New plans pop up every day, and I don't want to subscribe anymore, so I uninstalled the app. But it's still charging me every month. What should I do to get rid of this app?
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
我用了這款插件非常好用，功能非常强大，支持所有页面翻译，支持全球的语言，还可以直接设置全球的货币，很方便，可以自動翻譯，也可以手動編輯。
Hi Zhou,
This is Jocelyn from Transcy - Translate Language and Convert Currency Customer Support Team. Thank you so much for your generous review.
We're happy you had a fantastic time with us! Thanks for your trust, we're thankful for an amazing customer like you.
In case you do not know, our FireApps blog has been a great source for merchants in e-commerce market, and we are proud that we are contributing our effort to make our visitors knowledge deeper, so do not hesitate to give it a try at https://fireapps.io/blog
If there's anything else we can do to help, please let us know via our 24/7 live chat or email us at support@fireapps.io
Regards,
Jocelyn
Transcy - Translate Language and Convert Currency
Great customer service and easy to use!
Thank you! Glad the app has been easy to use and our team could be there when you needed them.
-The Transcy Team-
I have been using this app for more than a year. Although the subscription price has increased, human customer support has been replaced by AI, and the quality of support has continued to decline.
I could tolerate minor issues, but in the past few days the app has become completely unusable. All previously translated content now shows as “untranslated.” Even after re-translating everything, some translations randomly appear incomplete. Moreover, even after re-translating, the page still shows the translation status as untranslated, and the content appears completely messed up.
This issue has already persisted for several days. The only response from support has been to wait for the engineers to fix it, but there is no estimated timeline for when the issue will actually be resolved.
This has seriously affected the normal operation of my store. Once I find an alternative solution, I will cancel my subscription.
Hi there,
Here's Liam. First of all, thank you for being with Transcy for more than a year. We truly appreciate your long-term support, and we’re very sorry to hear about the frustrating experience you’ve had recently.
Regarding the point about AI replacing human support, I’d like to clarify that our human support team has not been replaced. When starting a new chat, you may first interact with our AI assistant as an initial support layer to help handle common questions more quickly. Whenever the AI cannot resolve an issue, the conversation is escalated to a human support specialist who will continue assisting you. That said, we fully understand the AI still has limitations and we’re continuously working to improve it.
We also noticed that one of our team members is already assisting you via email/chat. Please feel free to continue working with them and let us know if you need any further support. We truly appreciate your patience while our team investigates the issue.
Regards,
Liam
Transcy by OneCommerce
Waste of money, app is not working on mac
Hi sir,
This is Kane
We’re sorry to hear about your experience. At the moment, we’re not entirely sure what you mean by “not working on Mac.” Could you please share more details about the issue you encountered so our team can better understand and assist you?
We’d be happy to look into this and help resolve it as soon as possible.
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
Kane
Transcy by FireGroup Technology
