Support

Topics

AI support assistant UI is prepared — OpenAI-backed answers stay off until provider economics are explicitly approved.

FAQ

How do I install the bot?

Sign in on the dashboard, open Servers, and use Add to Discord. The invite uses least-privilege permissions — Administrator is never required.

Translations are not posting

Confirm the translation group is enabled, Message Content Intent is on for the Discord app, the bot can read the source and send to target channels, and your monthly quota is not exhausted.

Missing permissions / Missing Access

Discord can override server permissions per channel/category. Open Edit Channel → Permissions, add the Gloslyn role, allow View Channel + Send Messages + Read Message History, then refresh channels in the Gloslyn dashboard. Connect/Speak are only needed for voice.

Billing or cancel

Use the dashboard Billing page / Stripe Customer Portal when configured. Removing the bot from a server stops new guild events but does not by itself cancel a paid subscription.

Talk to a human

For security incidents, refunds, legal notices, or deletion confirmation, email support@gloslyn.com. The Ask assistant cannot change plans, refund, or access other tenants.

Knowledge base

• How do I add the bot?

  Open the dashboard Servers page and use Add to Discord / the invite URL. Required scopes: bot + applications.commands. Least-privilege customer install permissions include View Channels, Send Messages, Send Messages in Threads, Embed Links, Attach Files, Read Message History, Use Application Commands, Manage Webhooks, Add Reactions, plus Connect/Speak. Administrator and Manage Channels/Roles/Messages are never requested on the customer invite. Canonical GUILD INSTALL bitfield: 277565525056 (GLOSLYN_DISCORD_PERMISSIONS in @synqora/config). Official support guild bootstrap uses a separate elevated invite. Administrator is never required.

• Which Discord permissions are required?

  If translations fail with Missing Access / Missing Permissions, or work in public channels but not in private ones, check channel and category overwrites for the Gloslyn role. Discord can override server-level permissions on individual channels/categories. IMPORTANT: being a server owner or administrator does not mean the Gloslyn bot can see every private channel. The Gloslyn role itself must be explicitly allowed in every private source and target channel, or in the private category that contains them. For each source and target channel, open Edit Channel → Permissions, add the Gloslyn role if needed, and allow View Channel + Send Messages; keep Read Message History enabled for replies/edits. For translated output and mirroring, keep the other permissions granted by the Gloslyn install (including Manage Webhooks and Add Reactions where used). Then return to the Gloslyn dashboard and click Refresh channels. If one translation group works and another appears completely silent, verify private-channel access before changing the translation configuration. Do not grant Administrator.

• How do I configure languages / translation groups?

  Create a translation group linking a source channel/language to one or more target channels/languages and enable auto-translate. Example: #italiano (it) → #english (en). Messages from humans in the source are queued; the worker translates with a real provider and posts to targets while preserving URLs and mentions when supported.

• Why isn't my message translated?

  Checklist: (1) bot online in the guild, (2) translation group auto-translate ON, (3) Message Content Intent enabled on the Discord application, (4) the Gloslyn role can read every source channel and send to every target channel — private channels/categories require explicit role access even when the person configuring the server is an administrator, (5) worker process is running, (6) a real translation provider is configured (DeepL or LibreTranslate) — mock providers are not valid for live tests, (7) kill switch TRANSLATION_ENABLED is true. If some groups translate and others are completely silent, check the Gloslyn role permissions on those private channels/categories first.

• Which languages are supported?

  Supported languages depend on the active translation provider (for example DeepL Free/API or LibreTranslate). Configure language codes in translation groups using the provider’s language codes (e.g. it, en). If a language pair is unsupported by the provider, translation jobs fail with a provider error rather than inventing output.

• How much does it cost?

  Public Text plans: Free, Starter, Pro, and Community scale text capacity and enabled text features. Gloslyn Voice is a separate optional add-on with its own minute quota. Displayed amounts come only from configured Stripe prices. If a Voice Price ID is missing, that purchase option stays unavailable instead of showing an invented price. Checkout uses server-side Stripe price IDs — never client-supplied price IDs.

• How do quotas and usage work?

  Usage is recorded per workspace in the usage ledger (characters, provider, estimated cost, correlation id). When monthly character or cost caps are hit, translation may degrade or stop according to the plan cost policy. Workspace A never consumes workspace B’s quota.

• How does voice translation work?

  Voice interpretation is gated by a dedicated Voice entitlement/minute quota plus global kill switches (VOICE_TRANSLATION_ENABLED, LIVE_VOICE_ENABLED, etc.). An active Voice add-on enables realtime Voice independently from the Text plan; internal or enterprise entitlements may also grant access. The bot needs Connect and Speak; audio defaults do not store voice content (STORE_VOICE_AUDIO=false).

• How do I cancel?

  Manage subscription from the Billing page (Stripe Customer Portal when configured). Removing the bot from a Discord server stops new events from that guild but does not by itself cancel a paid Stripe subscription. For account deletion / data erasure requests, use Talk to a human.

• Common errors

  Frequent causes: invalid Discord bot token, Message Content Intent off, provider API key missing/invalid, DATABASE_URL unreachable, worker not running, free-tier host spin-down, missing channel permissions. If only private channels fail, verify that the Gloslyn role is explicitly allowed on those channels/categories; the server administrator's own access does not grant access to the bot. Check service health endpoints and Render/host logs for migration, Discord login, and provider failures.