Need help with the uplang Chrome extension or the web companion? Start with the resources below — most questions are answered in the FAQ. If you still need a hand, email us and we’ll get back to you.
Fastest way to get help: email mail@platzdorsch.de with a short description of the issue, the URL of the Netflix title you were watching (if relevant), and a screenshot if something looks wrong.
Self-service
Read the FAQ
The FAQ on the homepage covers the most common questions:
- What do I get for free vs. Pro?
- Which streaming platforms are supported?
- How does the Anki integration work?
- What is the web companion?
- How much does it cost and can I cancel anytime?
- Is my data private?
See how it works
The How It Works and interactive demo sections on the homepage walk through installation, playback, word cards, AI explanations, and Anki sync.
Troubleshooting
Subtitles don’t appear on Netflix
- Make sure the title you’re watching actually offers Japanese subtitles. Not every show does — Netflix’s catalog varies by region.
- Reload the Netflix tab after enabling the extension for the first time, and wait until the episode starts playing before opening the extension popup.
-
Check that the extension is enabled in
chrome://extensionsand that it has permission to run onnetflix.com.
Anki sync isn’t working
- Anki Desktop must be running on the same machine as your browser, with the AnkiConnect add-on installed.
-
AnkiConnect defaults to
http://127.0.0.1:8765. The uplang extension requests this exact host permission and nothing more; if you’ve changed the port in AnkiConnect settings, change it back to8765. - If the card still doesn’t appear, check the AnkiConnect log in Anki’s Tools → Add-ons → AnkiConnect → View Files.
I’m signed in on the website but not in the extension (or vice versa)
The extension and the web companion share the same account but sign in independently. If one is out of sync, open the extension popup and sign in again, or log out and back in on companion.uplang.io.
Billing or subscription question
Subscriptions are processed by Stripe. To update a payment method, view invoices, or cancel, open the extension popup or the web companion while signed in — you’ll find a “Manage subscription” link that takes you to Stripe’s customer portal. For anything that portal can’t solve, email mail@platzdorsch.de.
Contact us
Support email
mail@platzdorsch.de
We aim to reply within 2 business days (Mon–Fri, Central European
Time). Please include:
- A short description of what you were doing and what went wrong.
- The Netflix URL (if the issue is on Netflix) or the companion URL.
- A screenshot if something looks visually broken.
- Your browser and operating system.
Security issues
If you believe you’ve found a security vulnerability, please email mail@platzdorsch.de instead of opening a public issue, and we’ll respond as quickly as we can.
Legal & postal contact
For formal correspondence (legal notices, DSA requests, right-of-access requests under GDPR), please see the Site Notice (Impressum), which contains our registered company name, postal address, phone number, and the central contact point according to Art. 11, 12 of the Digital Services Act.
What we can’t help with
- Issues with the Netflix service itself (playback errors, subscription problems, content availability). For those, please contact Netflix Support.
- Anki bugs that are unrelated to AnkiConnect or our integration. Please open an issue on the Anki project.