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.

The transcript has no speaker labels

Speaker labels are offered in every language variant in the picker when “Identify speakers” is on at upload. In 96 of the 110, they come from a separate pass that takes recordings of up to 2 hours, so a longer recording in one of those comes back without them, and its transcript says so. If a shorter one comes back without them, that pass failed: write to us, it is a fault we want to see.

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

Automatic language detection has to decide what language each stretch of speech is in. Where a recording switches language, what was said in the other one 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 long recordings the labels can drift from one section to the next; it is a consequence of how long audio is processed rather than a setting you can change. Name the real speakers, then move each stray label's paragraphs to the person they belong to; renaming alone cannot merge two labels into one. 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

• Cancel any time from your account page, with no call or email needed. 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 in the web app moves it to Trash for 30 days. Its share link stops working at once, and restoring the transcript brings the link back unless it has expired meanwhile. Delete forever, Empty trash or the end of those 30 days removes the recording, the transcript, any translations and the share link. 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.