Including the right information upfront means we can resolve your issue in one reply. Use this checklist when you submit a request.
Before you contact us
Search the Help Center for your symptom first — most common issues have a dedicated article with a fix you can try right now.
Include in support requests
- Account email — the address you signed up with
- Phone model and iOS version (e.g. iPhone 15 Pro, iOS 26.1)
- Subtle app version — shown at the bottom of your Profile, and on the sign-in screen if you can't get in (ex. v1.0.0)
- Screenshot of Voicebuds settings showing the connection status and battery levels, plus the About section with your serial number and firmware version
- Exact name of the screen where you're stuck, or a screenshot of the error
Additional info by issue type
Pairing problems
- Do your Voicebuds appear in iOS Settings → Bluetooth?
- Screenshot of the pairing screen showing its current state
Dictation or keyboard issues
- The exact text of any message above the keyboard (e.g. "Connecting to server...", "Recording saved") — it tells us precisely what happened
- Which app you're trying to dictate into (name and version)
- Whether dictation works inside the Subtle app itself
- A short screen recording showing the cursor state and result, if you can reproduce it
Membership and activation
- Your Voicebuds serial number (Voicebuds settings → About)
- The account email you're claiming with
- Your order number
- How you got the buds — new, secondhand, or warranty replacement (especially for "membership already claimed" errors)
Orders, billing, or returns
- Order number and purchase email address
- Screenshot of the transaction (redact any unrelated card info)
- Your RMA number, if one was already issued
Hardware defects
- Clear photos or video showing the defect
- Proof of purchase (order confirmation or receipt)
How to reach us
Email support@subtle.co or via the Submit a request link at the top right of the support center with the checklist information above. You'll receive an auto-confirmation, followed by a reply from our team. If nothing arrives, check your spam folder and confirm you sent from the correct account email.