josegutierrezburgos
Hi everyone,
We’re sorry it has taken us so long to respond. We also should have explained the differences between the two engines and their credit rules when engine selection was introduced.
Legacy benefits are based on purchase history, not account registration date. Customers who purchased a UniFab All-In-One for Windows Lifetime or Subtitle Generator AI for Windows Lifetime license before December 4, 2025, at 11:00 UTC can continue using Syntara 1 in the Windows client without consuming credits. This benefit does not apply to the web version.
Syntara 1 is the original standard engine. Syntara 2 is an enhanced engine that improves understanding across subtitle lines, continuity in longer content, and consistency of terminology. It also processes subtitles faster than Syntara 1. It is especially suited to interviews, courses, tutorials, and commentary.
Syntara 2 is not covered by the legacy credit-free benefit. It uses credits according to the amount shown on the task page, including for eligible lifetime customers. Please check the selected engine and estimated credits before submitting a task.
We understand the concern about Syntara 2 being selected by default on first use. The client remembers your subsequent engine selection. To keep using your existing credit-free benefit, select Syntara 1 from the Engine menu and confirm that the task shows zero estimated credits before starting. We’ll pass your feedback about the default selection and the lack of clear explanation to the product team.
Syntara 1 deducting credits for an eligible customer is an issue that needs investigation; it does not mean the legacy benefit has been removed. Version 4.2.2.1 fixed unexpected charges affecting some Syntara 1 users, so please update to that version or later. For the six videos mentioned here, we understand that you have already contacted Support. Please provide your existing ticket number through the support channel so we can check your license, engine selection, task records, and credit history. If the deductions are confirmed to be incorrect, we will arrange to return the credits actually deducted. Please do not post your email address or order details publicly.
We’re sorry again for the delay, the unclear communication, and the trouble caused by the unexpected deductions.
