Frequently asked questions

When do my minutes renew?

Your allowance renews on the day of the month you subscribed, not on the 1st. Subscribe on the 4th and your minutes reset on the 4th of every month.

What happens when I run out of minutes?

On the free tier, transcription stops until you subscribe. On a monthly plan you can switch on per-minute overage from your account page and keep working past your allowance — 20¢ a minute on Starter, 15¢ on Professional, added to your next invoice. Overage stops at three times your monthly allowance, so an invoice can never run away from you. Annual plans do not use overage; move up a plan instead.

If I upgrade mid-cycle, do I get a full new allowance?

No, and that is deliberate. Minutes you have already used this cycle carry across to the new plan — otherwise upgrading and dropping back down would be a way to reset your usage. Your allowance rises immediately; the minutes already spent stay spent until your normal renewal date.

Do my 5 free trial minutes come off my paid plan?

No. When a subscription activates, your usage resets and you get the plan’s full allowance. The 5 free minutes are a one-time trial credit for accounts without a subscription, and they are not refilled.

How do I switch plans or cancel my subscription?

Open Account and choose Manage Subscription. Polar prorates plan changes. After Polar confirms the change, refresh SmartCaptions or sign in again to see the new minute allowance. To switch back down, return to the same portal and choose the lower plan. You can also cancel there; your paid period remains active until it ends.

Can I get a refund?

Yes, under the terms of our refund policy, including the 14-day cooling-off period under Israeli consumer protection law. Minutes you have already used cannot be refunded.

Read the refund policy

Is there an unlimited plan?

Not an unlimited one. Above roughly 1,000 minutes a month we price to your actual volume, in one of two shapes: pay only for what you use, or commit to a monthly volume for a lower rate. Email us with a rough monthly figure and we will quote.

The transcript includes filler words like “uhh”. How do I remove them?

Use Fix Words in the classic SmartCaptions panel. It replaces a word across every cue at once, so a filler can be cleared in one pass instead of cue by cue, and the corrected captions go back to the timeline from there. Fix Words belongs to the classic extension; on the Premiere Pro 26.2 or later plugin the transcript lives in Premiere’s own Text panel, so you edit it there.

Which languages are supported?

79 or more source languages, including English, Hebrew, Arabic, Spanish, French, German, Portuguese, Italian, Russian, Chinese and Japanese, with translation between them.

Do Hebrew and Arabic subtitles render correctly?

Yes. Right-to-left text displays correctly on the Premiere Pro timeline and in every export — burned-in, SRT and VTT — with punctuation on the correct side of the line. Premiere’s own speech-to-text does not cover Hebrew or Arabic at all.

Can I translate subtitles I already have?

Yes. Import an existing SRT into Premiere Pro, point the panel at it, and translate it exactly as you would a caption track SmartCaptions generated. The original timing carries over.

Which version of Premiere Pro do I need?

The classic extension runs on every supported release of Premiere Pro Creative Cloud. On Premiere Pro 26.2 or later there is also a new-generation plugin that writes into Premiere’s own transcript. Both can be installed side by side.

How do I install the classic extension?

Download the .zxp file and install it with Anastasiy’s Extension Manager, then restart Premiere Pro. The panel appears under Window → Extensions → SmartCaptions.

Full installation guide

How do I update or reinstall the classic extension?

Close Premiere Pro first. On Windows, delete C:\Program Files (x86)\Common Files\Adobe\CEP\extensions\SmartCaptions; on macOS, delete /Library/Application Support/Adobe/CEP/extensions/SmartCaptions. Then install the current .zxp again — Anastasiy’s Extension Manager can also remove the extension for you. Reopen Premiere Pro afterwards; a new version will not show up until you restart it.

How do I install the Premiere Pro 26.2 or later plugin?

From its Adobe Marketplace listing — no extension manager, no files to handle by hand. It uses the same SmartCaptions account and the same minutes as the classic extension.

See the Premiere Pro 26.2+ plugin

Why can’t I sign in, or why is the password reset not arriving?

Use Forgot password on the Sign In page and check your spam folder. You can also reset from the sign-in screen inside the SmartCaptions panel. The panel and the website share one account, so a password changed in either works in both. If it still fails, email us and we will sort it out.