Support

Help with the poly app.

poly is used by staff at a small number of partner institutions. This page is for them: how to get going, who to ask first, and how to reach us.

Getting started

  1. Install the app. Open the App Store link your institution sent you. The app is unlisted, so searching the App Store will not find it.
  2. Enter your token. Tap the gear, type the pilot token from your setup email in capitals, and tap the tick. The sheet says “Connected” when the token is right.
  3. Talk. Choose a language under each microphone. Tap the mic of whoever is speaking, and tap it again when they are done. The translation appears on screen and is spoken aloud.

Ask your institution first

Your institution's contact for poly set the app up for you and holds your token. For a token, a lost one, or poly on another phone, start there.

Write to us

For anything else, or if the app does something it should not:

It helps to know:

  • what happened, and roughly when
  • the two languages you had chosen
  • the message the app showed, if it showed one
  • your iPhone model and iOS version

Please never send us what was said: no transcript, no screenshot of a conversation, no recording. poly keeps no copy of a conversation, and an email to us should not become one. We can find what we need from the time and the languages.

When poly is not working

poly is a communication aid. It is not a medical device and does not replace a qualified interpreter. If the app cannot reach the service, or a translation looks wrong, use the interpreting service your institution normally relies on.

Privacy

What the app and our servers do with a conversation, and what they do not, is on the privacy page.