Support


Don’t worry, help is here! Travis is still diligently learning the ways of our world, but sometimes needs a little help from you and us. Get support for all your issues on this page.

  • If you’ve just received your device and want to get started, click here.
  • If you’re looking for tips and tricks on using your Travis, click here.
  • If have any questions about buying a device or fixing an issue, click here.

First things first

Tips and tricks

Read through our online guide to get your started lightning fast and start breaking down language barriers:

Get Started

With Travis, you’ve also received our Travis Manual and Travis Guide – these have some great information on setting up, changing settings and using Travis to translate.

Download ManualDownload Guide

Frequently asked questions (FAQ)

We charge a $20 flat fee to ship Travis worldwide with DHL. This cost is not included in the price of the device.
All orders are currently scheduled to ship throughout October – November 2017. Please note that these dates could be subject to delays, we will keep you well-informed of any changes to the shipping schedule.
When we are preparing to ship your order, you will receive an email request to confirm your shipping details. Your shipping details will be confirmed on Backerkit, our order-management system. As soon as your package is ready to ship, it is handed to DHL who delivers it worldwide within approximately 14 business days. A tracking number will be sent to you by email with which you can follow your order until it has been delivered. Please ensure you, or someone else, is available to collect your parcel as unreceived orders will be returned and a new shipping fee incurred.
A tracking number will be sent to you by email with which you can follow your order until it has been delivered. Please ensure you, or someone else, is available to collect your parcel as unreceived orders will be returned and a new shipping fee incurred.
There is a possibility that your country’s customs ask for a settlement of tax and import fees. These are not included, you will have to pay for them should they be required. The amount of VAT / customs fees will vary based on your country of residence.
You can change your shipping address in Backerkit as long as your order status isn’t marked “Ready to ship”. If your order is “Ready to ship” and you would like to change your address, please contact us.
You can easily add items to your order or upgrade to Business edition within Backerkit.

You can order Travis by visiting our website here, or through our Indiegogo campaign.

You pay using Paypal through our website here. With the Indiegogo page, you can pay via credit/debit card and Apple Pay. Visit this link for more information about Indiegogo’s payment options.

We trial every device before shipping but as a small team, some errors can still occur. We currently do not accept returns except in the case of a factory defect or if the product was damaged during shipping. Thank you for understanding.
Business edition devices will receive an additional update that lets users record written transcriptions of their translations and save these to email or cloud servers. Both Regular and Business editions have identical hardware.
The transcript feature is being developed. Business edition devices will receive a separate update once it is released.
You can order the Business Edition Add-on via your Backerkit profile.
Our Get Started page has everything you need to get your Travis up and running!
Double-tap the left / right arrows to access the list of languages and scroll through the list by tapping the up / down arrows. To scroll through quickly, gently hold the up / down arrows. To select the desired language, tap or press the middle circle.
The arrow you tap is the language you speak in. The opposite arrow is the language that your words will be translated into. For instance, Travis displays a Dutch flag on the right side of the screen and a French flag on the left. Tap the right arrow once to speak in Dutch and translate into French, and vice-versa. After tapping an arrow, wait for the beeping sound before speaking.
To restart the device, hold down the power button on the back for several seconds until a logo of blinking lights appears and the screen turns off. Wait a few seconds and press the power button again to power the device back up.

By press, we mean pushing the arrow until you feel a physical click. By tap, we mean a gentle push like you would on a touchscreen without physically pressing down on the device.

From the main menu, tap and hold the up / down arrow to adjust the volume.
After translating, tap the centre circle to repeat the last translation.
Double-tap the down arrow to access the history of translations. Scroll through the history by tapping the up / down arrows and select one of your earlier translations by tapping the circle.
Travis takes 4-6 hours to be fully changed and will operate for 12 hours after this. To save the battery life of Travis, you can put Travis to sleep by pressing the power button shortly to go to sleep and again to wake Travis up.
We are continuously improve Travis. This includes software updates to improve both online and offline translations, user interface and other features.
Your Travis device will receive over-the-air updates as soon as they are released. When a new update is released, a message asking to install the latest will appear on Travis’ screen. Please make sure that Travis is connected to the internet and charged beyond 50%, to receive the update message.
Make sure Travis is connected to the internet and charged beyond 50%, and restart the device. The update message will reappear. To restart the device, hold down the power button on the back for several seconds until a logo of blinking lights appears and the screen turns off, then press it again to power the device back up.

Travis has 80 online languages and 20 offline languages.

80 Online languages:
  • Afrikaans
  • Albanian
  • Arabic
  • Armenian
  • Basque
  • Belarusian
  • Bosnian
  • Bulgarian
  • Catalan
  • Chinese (Mandarin)
  • Chinese (Taiwanese)
  • Chinese (Cantonese)
  • Croatian
  • Czech
  • Danish
  • Dutch
  • English (UK)
  • English (USA)
  • English (Australia)
  • Esperanto
  • Estonian
  • Farsi
  • Filipino
  • Finnish
  • French
  • French (Canada)
  • Frisian
  • German
  • Greek
  • Haitian Creole
  • Hawaiian
  • Hebrew
  • Hindi
  • Hungarian
  • Icelandic
  • Indonesian
  • Irish
  • Italian
  • Japanese
  • Javanese
  • Kazakh
  • Khmer
  • Korean
  • Kurdish
  • Lao
  • Latin
  • Latvian
  • Lithuanian
  • Luxembourgish
  • Macedonian
  • Malay
  • Maltese
  • Mongolian
  • Myanmar
  • Nepali
  • Norwegian
  • Pashto
  • Persian
  • Polish
  • Portuguese (Portugal)
  • Portuguese (Brazil)
  • Punjabi
  • Romanian
  • Russian
  • Scots Gaelic
  • Serbian
  • Sindhi
  • Slovak
  • Slovenian
  • Spanish (Spain)
  • Spanish (USA)
  • Spanish (Mexico)
  • Swedish
  • Tamil
  • Telugu
  • Thai
  • Turkish
  • Ukrainian
  • Vietnamese
  • Welsh
20 Offline languages:
  • Spanish
  • German
  • Chinese (Mandarin)
  • French
  • Portuguese
  • Arabic
  • Italian
  • Japanese
  • English
  • Russian
  • Dutch
  • Polish
  • Greek
  • Swedish
  • Korean
  • Hindi
  • Hebrew
  • Thai
  • Turkish
  • Indonesian

Please note that not all offline languages are implemented. We are working to add the remaining ones within the coming 1-3 months.

To change the interface language from English (default) to Spanish or Chinese, go to the Settings menu (double-tap down), then tap down to “System Language” and tap the centre circle to confirm. From her, you can change the language to either Spanish or Chinese.
To change the interface language from Chinese to english, go to “Settings” (double-tap down),
then go to “Language Settings” which is 语言设定 in Chinese. From there, change the language to English, which is 英语 in Chinese.

Online languages are automatically available whenever your Travis device is connected to the internet via Wifi, Hotspot or mobile data. A video illustrating how to connect to Wifi can be found here.

Travis can also connect to the internet using a Nano-SIM card with available mobile data. A video illustrating how to install the SIM card can be found here.

The SIM card is not necessary, it’s an alternative way to access online languages when a Wifi connection isn’t available.

For a detailed explanation of how to insert the SIM card, please view the user manual.
When connected to both Wifi and 3G at the same time, Travis uses Wifi by default.
Travis can translate 20 languages offline. Offline translations are currently less accurate than online translations, we are working to improve offline languages and recommend translating short sentences and words when using Travis offline.
Restarting Travis solves 90% of the problems. To restart the device, hold down the power button on the back for several seconds until a logo of blinking lights appears and the screen turns off. Please wait a few seconds and then press and hold it again until you see the Travis logo to power the device back up. Please also make sure that Travis is connected to Wifi, as your issue might be fixed after an automatic software update. If you still experience difficulties, please contact us.
Travis responds differently based on whether you click or tap the arrows. By press, we mean pushing the arrow until you feel a physical click. By tap, we mean a gentle push like you would on a touchscreen without physically pressing down on the device. If you still experience difficulties, please restart the device by holding down the power button on the back for several seconds until a logo of blinking lights appears and the screen turns off, then pressing it again to power the device back up. If the issue persists, please contact us.
Let’s squash it together! Please reach out to usand we’ll get on it.

Thanks to the generous support gathered on Indiegogo, 200 devices have been donated to the Open Learning Exchange (OLE) which focuses on education for children in disadvantageous parts of the world and refugees, as well as devices to Movement On The Ground, an organisation dedicated to assisting refugees in Lesbos, Greece. Donations from our Tailwind campaign in the Netherlands will also go to Movement On The Ground. For more information about our social projects, visit the Travis Foundation.

We are passionate about language preservation as we believe it has a role in also preserving culture. Language Preservation is one of the key projects undertaken by the Travis Foundation. Our first goal of this program will be to digitise Tigrinya a language spoken in Eritrea and Northern Ethiopia.

Every device is tested before it leaves the factory and we make sure your order is handled with care. We will do everything we can to troubleshoot problems with the product, but we are a small company and currently do not accept returns except in the case of a factory defect or damage during shipping. Thank you for understanding.

Travis is co-created with the community that supports the product, we’d love to hear your input! Please reach out to us!

You can also give your input on our Feedback Survey which can be found on our Get started page!

Contact us

Couldn’t find the answer you were looking for? Have more unanswered questions? Make sure to check out the FAQ, we update it frequently with new answers.

If your query wasn’t answered in the above questions, please let us know how we can help you.

 

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