Customer support

Help with setup, purchases, offline models, and privacy questions.

For the fastest help, email support with a short description of what happened and the device details that make the issue easier to reproduce.

Email Support Privacy Policy

Helpful details: device model, platform version, app version, target language, whether you used the iPhone shortcut, Android floating capture, or manual screenshot import, and the exact message or behavior you saw.

Google Translate powers Snap's on-device translation results. Learn more at translate.google.com.

Contact

Email: snapappsupport@gmail.com
Support scope: iPhone shortcut setup, Android floating capture setup, translation failures, restore purchases, offline model downloads, and privacy questions.
Legal links: Privacy Policy and Terms.

Before you email

Confirm the screenshot contains readable text and is not only decorative or blurred content.
Check that the correct target language is selected in the app.
If using offline translation, confirm the target language model finished downloading.
For subscription issues, try Restore Purchases from the Supporter screen first.

Capture setup help

The in-app setup screen explains how to install the Snap shortcut on iPhone or enable the Android floating capture button on supported devices.

Choose your output language.
Install the Snap shortcut from the setup screen.
Open iPhone Settings and assign the trigger you want to use.
On Android, grant display-over-other-apps permission, enable Accessibility Capture if you want one-tap capture, and turn on the floating button.
Take a fresh screenshot or tap the Snap bubble and try the capture again.

Store purchase help

Snap subscriptions are managed by the App Store or Google Play. If access is missing after purchase, open the Supporter screen and use Restore Purchases.

Manage Apple Subscriptions Manage Google Play Subscriptions

If restore still does not resolve it, email support with your device details and what the app currently shows. Do not send store passwords or payment card details.

Offline model help

The app can download offline language models so common translation paths are ready on device.

Open Settings in Snap.
Choose Manage Offline Models.
Install or remove the target language pack you need.
If a download stalls, restart the app and try again before contacting support.

Privacy questions

If your question is about screenshots, translation output, local storage, or support email records, start with the privacy pages and contact support if you still need help.