icon-instagram

Contact us

Contact Form [EN]

Company

support@triple8.tv
+31 855 232 232

Available from Monday to Friday between 9:00 and 17:00

Visiting and postal address:

  • Smallepad 32
  • 3811 MG Amersfoort
  • KvK 78548322
  • BTW NL861445430B01

FAQ

Please see the FAQ below for answers to your questions. If your question is not on the list, please email us at support@triple8.tv

General

What is Triple8?

Triple8 is a platform that allows you to automatically subtitle and translate videos into 20+ languages at lightning speed.

Where does the name Triple8 come from?

Our name is derived from teletext 888, the subtitling function of the television channels of public broadcaster NPO.

Why was Triple8 founded?

Because subtitling videos is difficult, time-consuming and tedious. We at Gravity thought that the process should be easier. Especially now that studies are showing up to 85% improved viewership for subtitled videos on social media. What’s more, we are able to reach the around 475,000-strong deaf and hard-of-hearing community with subtitled videos. This allows us to make a social contribution as well.

What is Triple8’s mission?

Triple8's mission is to make subtitles so accessible that they become standard

Administrative

How does payment work?

Once you add credit to your wallet, you can use this credit to subtitle your videos. Checkout and top up can be done easily via IDEAL, Credit Card, Apple/GooglePay or Paypal through your account portal.

What will it cost if my video lasts a few seconds longer than one minute?

We will round the time up in this case. So for a video lasting 1:42 seconds, for example, you will pay for two minutes.

Will I receive an invoice?

Yes, you will receive a VAT invoice after you have successfully remitted payment.

I am an agency or organisation and want to use Triple8 frequently for my business. Is that possible?

That is possible, we have a management environment for business customers and agencies. You do need a Chamber of Commerce or VAT number for this. Click on 'Professional' in the menu for more information.

Can I purchase a number of minutes in advance?

Yes, Triple8 Professional users can add credit to their account. Once you’ve used up your credit balance you can add more credit using iDEAL.

Can I get a PO number on my invoice?

If you have a Professional subscription, you can add a PO number under 'Finance'. This will then be shown on your invoice. If you don't have a Professional, you can email your request to support@triple8.tv

Are there additional costs involved if I want my video subtitled in multiple languages?

When uploading your video, you can select the desired subtitle language. For a new language, you must re-upload the video and a fee will be charged.

Subtitling

How many videos can I upload?

You can upload as many videos as you want.

How long can the video be?

There is no limit to the length of the video. Only in the case of a demo, you can upload a maximum of 10 minutes.

How accurately will my video be subtitled?

This largely depends on the video’s audio quality. But because you can review and edit the subtitles before the video is delivered, the output is always the way you want it. If you don’t have time to do this yourself, you can opt for Premium+. We will then provide you with a 100% perfectly subtitled video within 24 hours.

Can I review my subtitled video?

Absolutely. You can edit the text as you see fit. We’ve developed a user-friendly editor for this which you can use to edit your text live in the video.

Can I also have Triple8 manually review the subtitling?

Yes! We have a service where the spoken language of your video is checked and corrected. This is called Premium+ and can be checked after you upload your video. We then deliver your video back to you 100% perfectly subtitled within 24 hours.

Will you really deliver a manually reviewed video within one day?

Generally yes. This depends on the length of the video and how busy our platform is. Unfortunately, it is not always possible to deliver within a day. If it is really urgent, please send an email so that we can give priority.

How exactly does the Human service work?

Once you have selected Human and your video is uploaded, the audio will be assigned to a native speaker of your selected language. He or she will subtitle the audio based on the international subtitling guidelines. Within 24 hours you will receive the link to the editor in your mailbox so you can use the video.

In which languages can I use Human?

At the moment you can only use it in Dutch and English. We will add other languages in the future.

What does the Human service cost?

We charge EUR 6-10 per minute to manually review videos. This is on top of the price for subtitling or translation; you can select this service during the ordering process.

Is there an acceptance policy in place for the Human service?

Videos with bad audio quality, unclear speech or spoken dialects or videos that cannot be easily ‘understood’ by transcription engines for whatever reason will be rejected.

Will the editor also work on my mobile phone?

Absolutely! Although it will be a little easier to use on a computer, tablet or laptop.

What is artificial intelligence and machine learning?

Artificial intelligence means that the speech to text engine learns from text it extracts from the audio and from the edits it makes to this text. This way the speech engine will continually become faster and more accurate.

Do I have to link the subtitles to my video myself?

Triple8 will do this for you automatically by placing the subtitled text in the correct time slots in your video.

How long will it take for my video to be ready?

That depends on how busy our servers are. On average it takes a couple of minutes to get the subtitled video in your mailbox.

How will I receive my video?

You will be sent an email with a download link for downloading your video. You will be able to download your video for 10 days after this email has been sent.

I what file format will I receive my video?

We will generate the video for you and convert it to .mp4 format.

Will I download my original video?

No, we will covert it into an .mp4 file so that you can immediately use it on your social media channels.

Are the subtitles burned into the video?

Yes, when you export the video you automatically download the video with burned-in subtitles.

Can I get the subtitling as an individual .srt file?

You can download the individual .srt file with the Premium or Translate plan.

Can I upload an .srt file?

We’ve created a useful .srt upload with which you can import .srt files. The subtitling will then be overwritten and automatically linked to your video.

Can I also have videos subtitled in others languages?

You can place English subtitles in an English-language video with the Premium plan, for example. If you want subtitles in a different language than the language spoken in the video, you can do this with the Translate plan.

Can I also have my YouTube videos subtitled with Triple8?

With the Premium and Translate plans you can download an .srt file and link it to your YouTube video. To do this, go to your video in YouTube Studio and click on ‘Other features -> Translation & transcription’ in the menu. Then click on ‘Create new subtitles’ and then on the ‘Upload a file’ button. Then select the subtitling file and the .srt that you downloaded at Triple8. Once you’ve uploaded the file, save your changes and your video will now be on YouTube with subtitles by Triple8.

Translation

Can I subtitle my video in other languages?

Yes, we currently support 20 languages: Dutch, English, German, French, Spanish, Italian, Portuguese, Chinese (Simplified), Arabic, Frisian, Norwegian, Swedish, Danish, Turkish, Hindi, Polish, Romanian, Greek, Russian, Japanese and Korean

Are English-language videos recognised as well?

Of course! The language spoken in the video will be automatically recognised. You can subtitle this video with the same language or have the text translated into one of the other languages.

Can I see the video’s spoken language together with the translation as
subtitles in the video?

No, we have opted not to offer this feature.

Does the translation process take a long time?

No, the translated and subtitled video will be provided within a few minutes in the same way as the subtitles.

How does the translation process work, then?

The videos can be offered in more than 20 languages and we can also translate them into 20 languages. So you can have a Dutch-language video subtitled in English, as well as an English video subtitled in Spanish. With automatic translation, you can select up to three languages at the same time when uploading. After uploading, you will receive three separate links to the videos within minutes. With human-made translation, it works the same way but you will receive the video back for each language within 24 hours. Because several people work on your videos, one video can be ready faster than the other.

Is the translation reliable?

Yes. However, you should first check that the spoken language is correct and fully recognised in your video to guarantee the best-quality translation.

Are there additional costs involved if I want my video subtitled in multiple languages?

Yes, we see each language as a separate subtitle for which you pay again.

Can I save the various languages?

Yes, you can download the .srt file for each language from the editor.

Professional

What are the criteria for Triple8 Professional?

That your company is registered with the Chamber of Commerce.

I want to use Triple8 occasionally. Do I need Triple8 Professional?

No, you can simply use the ordering process on the website in this case. You will also receive a VAT invoice for your files. The Triple8 Professional portal is primarily intended for agencies and companies that want to subtitle videos on a regular basis (weekly).

Are there any costs associated with Triple8 Professional?

Yes, check out the benefits and costs of Triple8 Professional here.

What is the minimum contract period of Triple8 Professional?

The minimum period for which you can take out Triple8 is one year. Triple8 Professional is therefore extremely suitable for companies that regularly subtitle their videos.

I am a super-user. Can I get a discount?

Yes you can, the Professional and Enterprise plan provides discounted subtitle rates.

Will I get an itemised invoice?

Yes, you will receive an itemised VAT invoice.

What is the payment term for the monthly invoices?

The payment term for Triple8 invoices is 30 days.

Which payment methods are available?

Payments are made via iDEAL (NL), Apple Pay or Credit card. Belgian users can pay via Bankcontact. If you can only pay on account, please email support@triple8.tv

What is the notice period for Triple8 Professional?

Triple8 Professional has a notice period of 1 month.

Is Triple8 Professional automatically renewed?

Yes, if you pay per year, the subscription will be extended for a new year after each year. One month before the plan expires, you can easily cancel the agreement in the portal or by email. If you opt for monthly payment, you can cancel your subscription every month after the first period of 12 months.

Where can I register for Triple8 Professional?

You can register at account.triple8.tv/register

Can I try Triple8 Professional?

No, there is no option to try Triple8 Professional. However, you can create an account for free and test the platform with the free plan. You can also request a demo and discover all the features of the platform.

Can I see how many minutes of video I’ve already subtitled?

The portal’s statistics page shows you how many minutes you’ve subtitled to date, how many videos you’ve uploaded and how much of your credit balance you’ve used.

Can I also create multiple users in the portal?

You can create a log https://triple8.tv/wp-admin/post.php?post=572&action=edit&classic-editor__forget&classic-editorin for all of your colleagues. They can then log in themselves and subtitle the videos. You will be able to see who created each video.

Can I also assign permissions to certain users?

Yes, you can create administrators who have the same permissions as you, or contributors who are not able to see users or invoices.

Is there a white label environment available?

No, we want to keep the platform transparent.

Where can I log in to the Professional portal?

You can log in at account.triple8.tv with the username and password that we send you.

Problems

My browser does not support the drag & drop function. How can I upload?

You can also upload a video by clicking on the drag & drop field.

An error occurred. What should I do?

No worries. We will automatically be notified of the error and will contact you as soon as possible.

I didn’t receive my video. What should I do?

Please contact us. Call 088-2334566 or send an email to support@triple8.tv

Privacy and conditions

Will you save my video?

We will save your video for 30 days. During this time you are allowed to edit your subtitles or redownload your video. Thereafter we will permanently delete your video from our servers. For Triple8 Professional customers we will save videos for 90 days.

Are you allowed to use my video for other purposes?

No, Triple8 does not use videos for purposes other than subtitling.

How do you process my personal data?

We will ask for your email address so that we can send you the subtitled video or inform you of any problems. We will never share your email address with third parties. We will use the information of Professional customers for generating invoices and for maintaining contacts.

Are there conditions for the use of Triple8?

Yes, these apply when you use Triple8 and can be viewed in the Terms and conditions of Triple8

Does Triple8 have certifications?

Triple8 has an ISO 27001 and NEN7510 certificate, which concerns information security. The certificate and the statement of applicability can be requested by sending an email to legal@gravity.nl