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)

Shipping to Japan is $70 otherwise for the rest of the world we charge a $20 flat fee. This cost does not include the price of the device.

All orders are currently scheduled to ship throughout January-February 2018. 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 Easyship who ensures it is delivered 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/GST 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 through our Indiegogo campaign. Please note that delivery dates on Indiegogo are estimates and could be subject to unexpected delays.

You can order Travis on Indiegogo by using a credit/debit card and Apple Pay. Please visit this page for more information about Indiegogo’s payment options.

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.

You’ll find a video tutorial and a set of instructions our Get Started page.

Once your Travis Business account has been activated, just head to the menu by double tapping the top arrow and click “Sync Account” for the synced conversations to update on the business.travistranslator.com website. Then, simply refresh or click “Home” on the website  and you’re recent conversations will appear!

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 home screen, tap and hold the up / down arrow to adjust the volume.

After translating, tap the centre circle to repeat the last translated sentence. To repeat sentences which were translated before, double-tapping the down arrow will bring up a History of translations. From the History menu, select and tap any sentence you wish to repeat. History stores the last 20 translations.

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 over 80 online languages and 20 offline languages.

120 Online languages:
  • Afrikaans
    Albanian
    Amharic
    Arabic
    Armenian
    Azerbaijani
    Bashkir
    Basque
    Belarusian
    Bengali,
    Bosnian
    Bulgarian
    Burmese
    Cantonese
    Catalan
    Cebuano
    Chichewa
    Chinese Simplified
    Chinese Traditional
    Corsican
    Croatian, Czech
    Danish
    Dari
    Dutch
    English
    Esperanto
    Estonian
    Filipino
    Finnish
    French
    Frisian
    Galician
    Georgian
    German
    Greek
    Gujarati
    Haitian Creole
    Hausa
    Hawaiian
    Hebrew
    Hindi
    Hmong
    Hungarian
    Icelandic
    Igbo
    Indonesian
    Irish
    Italian
    Japanese
    Javanese
    Kannada
    Kazakh
    Khmer
    Kiswahili
    Klingon
    Korean
    Kurdish
    Kyrgyz
    Lao
    Latin
    Latvian
    Lithuanian
    Luxembourgish
    Macedonian
    Malagasy
    Malay, Maltese
    Malayalam
    Maori
    Marathi
    Mari
    Mongolian
    Nepali
    Norwegian
    Pashto
    Persian
    Polish
    Portuguese
    Punjabi
    Queretaro Otomi
    Romanian
    Russian
    Samoan
    Scots Gaelic
    Serbian
    Serbian Latin
    Sesotho
    Shona
    Sinhala
    Slovak
    Slovenian
    Somali
    Spanish
    Sundanese
    Swahili
    Swedish
    Tagalog
    Tajik
    Tamil
    Tatar
    Telugu
    Thai
    Turkish
    Udmurt
    Ukrainian
    Urdu
    Vietnamese
    Welsh
    Xhosa
    Yiddish
    Yoruba
    Yucatec Maya
    Zulu

Please note that not all of these are fully voice supported

20 Offline languages:
  • Arabic
    Chinese (Mandarin)
    Dutch
    English
    French
    German
    Greek
    Hebrew
    Hindi
    Indonesian
    Italian
    Japanese
    Korean
    Polish
    Portuguese
    Russian
    Spanish
    Swedish
    Thai
    Turkish

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 up),
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 an unlocked (i.e. a SIM card that isn’t restricted to a certain network) Nano-SIM card with available mobile data. To turn on mobile data, access the main menu by double tapping the upper arrow and select “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. Wait a few seconds, then press and hold it again until you see the Travis logo to power the device backup. Please also make sure that Travis is connected to Wifi, as your issue might be fixed after an automatic software update. If a restart doesn’t fix your issue, Travis can be reset to its factory settings by pressing the smaller reset button on the back of the device. 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. From every device ordered, $2.50 goes to Travis Foundation to support these projects.

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, in which case you can reach out to us here to request a new device.

While our team does its best to meet all deadlines and ship at the estimated time, delays inevitably may arise. We do not take responsibility for any damage or inconvenience due to these delays. If such unexpected delays arise and the estimated delivery deadline stated at the time of pre-order is exceeded by more than 6 months, please reach out to us should you decide to request a refund. Please note, however, that funds raised with your pre-order may be invested in product development. Hence, we cannot guarantee a full refund in all cases. Unless estimated delivery deadlines are exceeded by more than 6 months, we will not be obligated to issue refunds or discounts due to these delays.

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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