Question 1

How do I install and start using Ember?

Accepted Answer

After you download the installer, open Ember, sign in to your account from Settings, set your preferences, then add your In / Out marks inside DaVinci and press Generate.

Question 2

What stays on my machine when I use Ember?

Accepted Answer

Subtitle editing, exports, and DaVinci Resolve integration run locally on your machine. Ember's AI features process content with remote providers. Ember sends only the audio, transcript, subtitle text, still frames, or prompt content needed to complete the request you start. Cloud transcription and Translation use speech-processing providers; Furnace with Cast or Scripts and Refine use language-model providers. For customer requests sent through Ember's AI routing service, Ember requires Zero Data Retention (ZDR) on each request, restricting routing to endpoints that do not retain the submitted content after processing. Ember's servers check an upload's format, duration, and decodability before transcription and keep no copy of the audio. For transcription providers that temporarily store an upload and transcript, Ember requests deletion immediately after processing and retries a failed deletion. To answer repeated requests safely, Ember's servers keep AI results (the transcript, or a Refine or Cast answer) for 24 hours and then delete them; queued job payloads (prompts and inline images) also expire after 24 hours. Requests from Ember's own developer accounts for building and testing are exempt from the request-level ZDR requirement so provider-side logs remain available for debugging; customer accounts are never routed that way. Models and processing routes may change. Contact support@embersubs.com for details of the providers that process your data.

Question 3

Where do I sign in or recheck my account access?

Accepted Answer

Open Ember and go to Settings > Account to sign in or refresh your session. If access still looks wrong after that, email support with the purchase email or invoice tied to your Ember account.

Question 4

Where do I review billing, refund, and privacy details?

Accepted Answer

Review /terms, /privacy, and /refund for billing, refund, and privacy guidance. If you need a purchase or account issue reviewed, email support@embersubs.com with the relevant details.

Question 5

How do plans and credits work?

Accepted Answer

Lite includes 100 credits per month, Pro includes 300 credits per month, and Max includes 1000 credits per month. The reduced credit allowances apply to new subscriptions. Existing subscribers keep their previous monthly credit allowance while they remain on the same subscription and plan tier. Changing billing frequency alone does not remove that allowance. Switching tiers or starting a new subscription uses the allowance offered at that time. 1 credit equals 1 minute of processed audio, and additional credit top-ups are available when you need more capacity. Top-up credits do not expire and require an active subscription to use.