Help
Troubleshooting
What to check when uploads fail, processing stops, or an export is unavailable.
A file will not upload
- Check that it opens locally.
- Verify your internet connection.
- Rename it using a short name without special characters.
- Refresh the page and try again.
Processing has stopped
- Wait a few minutes because some stages take longer.
- Refresh and reopen the project.
- Check the service-status page.
- Record the failed stage and time if the problem repeats.
The transcript is inaccurate
- Correct individual cues manually.
- Review names, numbers, and terminology carefully.
- If most speech is missing, check the source audio quality and volume.
An export does not appear
- Confirm that project processing has completed.
- Do not start the same format repeatedly.
- Refresh and check the project export panel.
- If the link remains missing, send support the format and project ID.
What to send support
- Your account email address.
- Project name or ID.
- Processing stage or export format.
- The exact time of the error.
- A screenshot and error text without passwords or payment information.