We’re here to help. Most issues are solved in minutes using the guides below.
| ℹ 📩 Email: support@syllablereader.com We aim to respond within 2 business days. Please include your browser, operating system, and a brief description of the issue. |
| TROUBLESHOOTER |
The toolbar isn’t appearing on pages
- Check the extension is enabled: open chrome://extensions (or edge://extensions or about:addons), find SyllableReader, and confirm it’s toggled on.
- Refresh the page after enabling.
- SyllableReader cannot run on browser system pages (chrome://, edge://, about:, file://) — this is a browser security restriction, not a bug.
- Some pages that block all extensions (certain banking or payment pages) will also prevent the toolbar loading.
If the toolbar is still missing on normal websites, try removing and reinstalling the extension, then refresh.
The Play button isn’t reading anything
- Make sure your device volume is not muted.
- Some pages use non-standard text containers. Try selecting text on the page manually before pressing Play.
- If you’re on a PDF, the extension may not be able to access the text layer. Copy the text to a document and read from there.
- Check your browser hasn’t blocked speech synthesis: in Chrome, go to Settings → Privacy & Security → Site Settings → Additional Content Settings.
Speech sounds wrong or mispronounces words
- Try a different TTS voice using the Voice Selector (Elite) or your browser’s default voice settings.
- For specialist words, add them to the Custom Words Dictionary (Elite) with your preferred pronunciation.
- Installing additional voices through your OS settings can significantly improve quality:
- Windows: Settings → Time & Language → Speech → Add voices
- macOS: System Settings → Accessibility → Spoken Content → System Voice → Manage Voices
Tutoring Mode / Listen & Highlight isn’t recognising my speech
- Make sure you’ve granted microphone permission. If you accidentally blocked it, click the lock icon in the browser address bar and set Microphone to Allow.
- Speak clearly at a normal pace directly into your microphone.
- These features use your browser’s built-in speech recognition. For best results use Chrome or Edge — Firefox support may be limited.
- Background noise reduces accuracy. Try in a quieter environment.
My licence key isn’t working
- Make sure you’ve copied the complete key in the format SR2-XXXXX-XXXXX-XXXXX.
- Check you’re entering it in the correct place — click the FREE / PRO / ELITE badge in the toolbar.
- Keys are case-sensitive. Copy and paste rather than typing manually.
- If you’ve activated on 2 devices and are trying a third, contact support@syllablereader.com to request a device transfer.
I haven’t received my licence key email
- Check your spam or junk folder. Keys are sent from noreply@syllablereader.com.
- If it’s been more than 30 minutes, email support@syllablereader.com with your Stripe payment reference.
| WHAT WE SUPPORT |
- Installation and setup
- Feature usage questions
- Licence key activation and device transfers
- Subscription and billing questions
- Bug reports
- Accessibility questions
- School and fleet deployment
| WHAT WE CANNOT GUARANTEE |
- Issues caused by third-party browser extensions conflicting with SyllableReader
- Modified or unofficial versions of the extension
- Issues with your operating system’s text-to-speech voices (managed by your OS)
- Websites that deliberately block all browser extensions
| REFUND POLICY |
We offer a full refund within 14 days of your first payment if the extension does not work as described on your device. To request a refund, email support@syllablereader.com with your order reference. We aim to process refunds within 3 business days.
Refunds are not available for: change of mind after 14 days · issues caused by third-party software · subsequent billing periods once you have been using the extension.
| BUG REPORTS |
Found a bug? Please email support@syllablereader.com with: a description of the bug · steps to reproduce it · your browser name and version · the URL where it occurred (if site-specific). We review all bug reports and include fixes in upcoming releases.
Current version: v2.3.0 — updates are applied automatically through your browser store.