Support

If a transcript came back wrong

This is the most useful thing you can send us, and the most useful version of it is specific. “The transcript is bad” is hard to act on. These three things are not:

1. The timestamp. Any line in the transcript is clickable, so you can read the exact second off the one that is wrong.
2. What was actually said at that second, as best you can make it out.
3. The language you chose when you uploaded, and whether the recording stays in it the whole way through.

You do not need to send us the recording, and we would rather you did not unless we ask.

Things worth checking first

Some of what looks like a fault is a limit we know about and have written down.

Everyone is labelled as one speaker

Speaker separation is available for 12 of the 24 language variants in the picker. The other 12 transcribe with full timings and punctuation, but arrive as a single speaker. The picker says which before you upload.

Part of a bilingual recording is missing, or reads oddly well

Automatic language detection settles on one language for the whole recording. What was said in the other may come back translated rather than transcribed — or not come back at all — and nothing is marked as missing, so the transcript looks complete. Set the main language explicitly and run it again.

The same person has several speaker labels

On recordings past about twenty minutes the labels can drift; it is a consequence of how long audio is processed rather than a setting you can change. Renaming a speaker propagates through the whole transcript, so it is one edit rather than many. We wrote up why it happens.

A name or a technical term is wrong every time

Add it to the custom word list. That is what it is for — the correction then happens once rather than on every occurrence.

It is taking a long time

Most of the wait is queueing rather than processing, so a short file is not necessarily quick. Nothing depends on you keeping the page open; the transcript will be in your library when it is done.

You have run out of minutes

Transcribing stops, and everything you have already made stays readable, editable and downloadable. Running out takes away what comes next, never what you have.

Billing, data and accounts

• Cancelling is one click on your account page, any time. You keep the plan until the end of the period you have paid for.
• Refunds: if you were charged for something you did not mean to buy, write to us and say so. We would rather sort that out directly than have you dispute it with your bank.
• Deleting a transcript removes the recording, the transcript, any translations and any share link, and the share link stops working at once. What we keep and for how long is set out on the privacy page.
• Getting your work out: every transcript exports as plain text, SubRip, WebVTT or Word, on every plan. You are never locked in.