Technical Support
Technical questions about accuracy, processing times, security, troubleshooting, and understanding how the system works.
Transcription Accuracy
Our transcriptions use advanced AI technology to provide highly accurate results. Understanding the factors that affect accuracy helps you get the best results.
Factors Affecting Accuracy:
- Audio Quality: Clear, high-quality audio with minimal background noise produces the best results. Poor quality audio, distortion, or heavy compression can reduce accuracy.
- Background Noise: Excessive background noise, music, or overlapping sounds can interfere with transcription accuracy. Quiet environments produce better results.
- Speaker Clarity: Clear pronunciation, appropriate speaking pace, and minimal accents improve accuracy. Very fast speech or heavy accents may require review.
- Technical Terminology: Specialized jargon, technical terms, or industry-specific language may be transcribed phonetically. The AI learns from various domains but may need context.
- Multiple Speakers: Conversations with multiple speakers are accurately transcribed, but speaker identification may require manual review for complex scenarios.
- Audio Format: Higher bitrate audio files generally produce better results than heavily compressed formats.
Best Practices: For optimal accuracy, use clear audio recordings, minimize background noise, ensure speakers speak clearly, and use high-quality audio formats when possible. The AI continuously improves and learns from various accents and speaking styles.
Processing Times
Processing time varies based on file length, complexity, and system load. Understanding typical processing times helps you plan your workflow.
Typical Processing Times:
- Short Files (under 5 minutes): Usually complete in 1-2 minutes. Upload takes seconds, processing is quick.
- Medium Files (5-30 minutes): Typically take 3-10 minutes total. Upload may take 1-2 minutes, processing 2-8 minutes.
- Long Files (30-60 minutes): Can take 10-20 minutes. Upload 2-5 minutes, processing 8-15 minutes.
- Very Long Files (60+ minutes): May take 20-40 minutes or more. Processing time is generally proportional to audio length.
Factors Affecting Processing Time:
- Audio Length: Primary factor - longer audio takes longer to process (approximately 1:1 ratio)
- File Size: Larger files take longer to upload, but processing time is based on duration
- Audio Complexity: Multiple speakers, background noise, or unclear audio may slightly increase processing time
- System Load: During peak times, processing may take slightly longer
- Video Conversion: Video files require an additional conversion step to extract audio (usually 10-30 seconds)
Tracking Progress: You can monitor processing progress in real-time using the upload indicator in the header. The progress bar shows the current stage (uploading, converting, processing) and percentage complete.
Data Security & Privacy
We take data security and privacy seriously. Your files and transcripts are protected with industry-standard security practices.
Security Measures:
- Encryption: All files are encrypted during upload (in transit) and while stored on our servers (at rest) using industry-standard encryption protocols.
- Secure Storage: Files are stored on secure, encrypted servers with restricted access. Only authorized personnel can access systems, and all access is logged.
- Access Control: Only you can access your transcripts and files. Each account is isolated, and files are never shared between users or with third parties.
- Authentication: Secure authentication ensures only authorized users can access their accounts and data.
- Regular Security Audits: We conduct regular security audits and updates to maintain the highest security standards.
Privacy Practices:
- Your data is never shared with third parties without your explicit consent
- Transcripts are only accessible to you through your account
- You can delete your files and transcripts at any time from Settings
- We comply with data protection regulations and privacy laws
- For detailed information, please review our Privacy Policy
Your Control: You have full control over your data. You can delete individual transcripts or all your data at any time through the Settings page. Deleted data is permanently removed from our systems.
Troubleshooting Common Issues
Upload Failed or Stuck
Problem: Upload progress stops or fails partway through.
Solutions:
- Check your internet connection stability
- Try refreshing the page and uploading again
- Verify the file isn't corrupted - try opening it locally first
- Check if the file size is within your plan's limits
- Try uploading a smaller test file to verify connectivity
- If the problem persists, contact support with the file details
Usage Limit Exceeded
Problem: Upload is blocked with a message about usage limits.
Solutions:
- Check your current usage in Settings
- Verify you haven't exceeded your monthly hours limit
- Upgrade your plan if you need more hours
- Wait until your next billing cycle for limits to reset
- Consider splitting large files into smaller segments
Rate Limit Error
Problem: You see "Too many requests, try again later" error.
Solutions:
- Wait 30-60 seconds before trying again
- Avoid making multiple rapid requests
- This is a temporary protection measure - the system will allow requests again shortly
- If you frequently hit rate limits, consider spacing out your uploads
Processing Takes Too Long
Problem: Processing seems to be taking longer than expected.
Solutions:
- Check the file duration - processing time is proportional to audio length
- Verify the upload completed successfully (check upload indicator)
- Long files (60+ minutes) can take 30-60 minutes to process
- If processing has been stuck for over an hour, refresh and check status
- Contact support if processing fails or gets stuck indefinitely
Chat Not Working
Problem: Chat interface doesn't respond or shows errors.
Solutions:
- Verify your plan includes chat access (check Settings)
- Ensure your transcript has finished processing completely
- Try refreshing the page
- Check your internet connection
- Clear browser cache and cookies if issues persist
- Upgrade your plan if chat access is not included