Troubleshooting

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.
• Do not reload during browser MP4 export: keep the tab open, wait or cancel. For server exports, reopen the project and check its file list.
• 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.

Edits are missing from the result

Edits save on their own a couple of seconds after your last change, and subtitles rebuild in the background — you can keep editing. The status in the top bar reads “Saving…” or “All changes saved”. If it says “Not saved”, click it to retry; Ctrl+S (⌘S on Mac) saves right away without waiting for the pause.