Audio Transcription Support - Get Help with Your Transcribe Projects
Complete troubleshooting guide and support resources for our AI transcription service.
Quick Help Guide for Your Transcription Service Needs
Common Audio to Text Issues & Quick Fixes
- File won't upload to transcribe: Check format (MP3, MP4, M4A, WAV, AAC, FLAC, OGG, Opus, WebM, MPEG, MPGA) and size (under 250MB)
- Audio transcription processing stuck: Wait up to 10 minutes; longer files take more time (1-2 minutes per hour of audio)
- No email from transcription service: Check spam folder; emails come from noreply@mail.brasstranscripts.com
- Transcript download links expired: Files are available for 48 hours after transcription completion
💡 BrassTranscripts Advantage: Unlike subscription services, you get immediate transcripts without creating an account with us.
Getting Started with Our Transcription Service
Step-by-Step Process to Transcribe Audio to Text
- Upload your audio file: Drag and drop or click to select your recording
- Get instant preview: First 30 words appear automatically (no payment needed)
- Review transcription quality: Check if our audio to text conversion meets your needs
- See transparent pricing: Exact cost shown based on detected audio duration
- Complete secure payment: Safe checkout via LemonSqueezy
- Download your transcript: Results appear on screen with email link to your completed job
Audio Transcription File Requirements
- Formats we transcribe: MP3, MP4, M4A, WAV, AAC, FLAC, OGG, Opus, WebM, MPEG, MPGA
- Maximum size: 250MB per file
- Maximum length: 2 hours of audio/video content
- Best quality: Clear speech with minimal background noise
🔒 Privacy First: Your files are automatically deleted (audio 24h, transcripts 48h) - no long-term storage or account data to manage. Learn more about our privacy policy.
Upload Troubleshooting
Browser & Network Issues
Problem: Upload failures or timeout errors
Solutions:
- Clear cache and cookies then refresh browser (resolves 90% of upload issues)
- Try Chrome or Firefox for best compatibility
- Minimum connection speed: 3 Mbps upload recommended
File Format Issues
Problem: "File format not supported" error
Solutions:
- Convert to MP3, M4A, or WAV using free tools like Audacity (see our Audio Quality Tips for detailed guidance)
- Check file extension matches actual format
- Try renaming file with correct extension (.mp3, .wav, etc.)
Problem: File appears correct but won't upload
Solutions:
- Ensure file size is under 250MB
- Verify file isn't corrupted by playing it first
- Try different browser or incognito mode
File Size and Duration Issues
Problem: "File too large" error
Solution: Split long recordings into segments under 2 hours each
Optimize Your Audio Before Upload
File Preparation Best Practices:
- Convert stereo to mono if you have channel separation issues
- Normalize audio levels for consistent volume
- Remove long silent sections to reduce processing time
- Test file playback before uploading to ensure it's not corrupted
Processing Issues & Solutions
When Your Transcription Takes Too Long
Normal timing: 1-2 minutes per hour of audio
Files typically take as long as the audio duration to transcribe, or less
Solutions for delays:
- Check email for completion notification
- High volume periods may cause slower processing
Failed Transcription Errors
Common causes:
- Poor audio quality (too much background noise)
- Corrupted file
- Extremely quiet audio
- File contains no speech
- Stereo files with significant channel separation issues
Solution: Contact support with specific error message and file details
Language Detection Issues
Problem: Wrong language detected
Note: Our AI service auto-detects from 99+ languages (see complete language list)
Solutions:
- Ensure clear speech in target language
- Remove long silent sections
- For mixed languages, system detects primary language
System Status Check
If experiencing widespread issues:
- Most problems resolve automatically within minutes
- Some files may not be transcribable
- Include error messages and file details when contacting support
Transcription Pricing & Payment Help
Pricing Calculation
- Files 1-15 minutes: $2.25 flat rate
- Files 16+ minutes: $0.15 per minute for total duration
Pricing examples:
- 10 minutes = $2.25
- 16 minutes = $2.40 (16 × $0.15)
- 30 minutes = $4.50 (30 × $0.15)
- 1 hour = $9.00 (60 × $0.15)
⚡ Simple Pricing: Pay once, get results - no subscription management or plan confusion. View our transparent pricing.
Payment Problems
Problem: Checkout page won't load
Solutions:
- Try different browser or incognito mode
- Disable ad blockers
- Check if popup blockers are interfering
- Clear browser cache and cookies
Problem: Payment declined
Solutions:
- Verify card details and billing address
- Try PayPal if card payment fails
- Use different payment method
Refund Requests
100% satisfaction guarantee for all jobs
Process:
- Include order details and reason
- Receive full refund within 3-5 business days
- No questions asked policy
Download & Format Guide
Output Formats Included
Every transcription includes:
- TXT: Plain text with speaker labels
- SRT: Subtitle format perfect for video
- VTT: Web video subtitle format
- JSON: Structured data with timestamps
Download Issues
Problem: Download links not working
Solutions:
- Check if 48 hours have passed (links expire)
- Try different browser
- Disable download managers that interfere with files
- Check if workplace blocks external download services
AI Note Taker - Speaker Identification
- How it works: Automatic speaker diarization included
- Format: "Speaker 1:", "Speaker 2:", etc. in results
- Best accuracy: Clear, distinct voices
- Limitations: May struggle with very similar voices or overlapping speech
Email Delivery Support
Email Not Received
Check these first:
- Spam/junk folder
- Promotions tab (Gmail)
- Email filters blocking noreply@mail.brasstranscripts.com
- Check if workplace blocks external email services
Timeline:
- Order confirmation: Immediate (from LemonSqueezy)
- Transcript delivery: Within 1-10 minutes after completion
Solutions for missing emails:
- Add noreply@mail.brasstranscripts.com to contacts
- Check email address was entered correctly during checkout
- Contact support with order number for manual delivery
Use Case Specific Support
For Students & Researchers
Common needs: Lecture recordings, interview transcripts, group discussions
Best practices: Record in quiet settings, use external microphone, split long lectures under 2 hours. See our Accuracy Guide for more tips.
For Business Professionals
Common needs: Meeting recordings, client calls, webinar documentation
Best practices: Test audio setup beforehand, minimize background noise, use speaker phone for multi-speaker calls. Our Audio Quality Tips can help.
For Content Creators
Common needs: Podcast transcripts, video captions, interview content
Best practices: Record in treated acoustic space, use consistent audio levels, export final files rather than raw recordings. Check our Accuracy Guide for professional tips.
Common Error Messages
"Enable diarization error"
Meaning: Technical processing error
Action: Contact support - rare system error, usually resolved quickly
"Language detection failed"
Meaning: System couldn't identify language
Solutions: Ensure clear speech, remove music-only sections, try different file
"Processing timeout"
Meaning: Job took too long to complete
Solutions: Wait 10 minutes, refresh and retry
"Webhook delivery failed"
Meaning: Internal notification error
Action: None needed - transcript still processes, may cause slight email delay
Best Practices for Quality Results
Audio Quality Tips
- Record in quiet environment with minimal background noise (check our Audio Quality Guide)
- Speak clearly at normal volume and pace
- Use good microphone if possible
- Avoid overlapping speech for best speaker identification
- Normalize audio levels for consistency
File Preparation
- Test playback before uploading
- Trim silence at beginning/end to reduce processing time
- Split long files if over 2 hours
- Use standard formats (MP3, WAV recommended - see our FAQ for all supported formats)
- Convert stereo to mono if experiencing channel issues
Getting Best Accuracy
- Clear articulation improves results significantly
- Consistent volume throughout recording
- Minimal background noise (music, traffic, etc.)
- Single language per file works best
- Remove metallic sounds using free audio software (more details in our Audio Quality Tips)
Advanced Features
Timestamp Precision
JSON format includes:
- Word-level timestamps
- Segment timestamps
- Speaker change markers
- Confidence scores
Use cases: Creating subtitles, syncing with video, detailed analysis. Learn more in our FAQ section.
Multi-Language Support
- Supported: 99+ languages with automatic detection
- Best results: Single language per file
- Mixed languages: System detects primary language
- Highest accuracy: English, Spanish, French, German (see our Accuracy Guide for optimization tips)
Technical Specifications
Data Retention & Privacy
- Audio files: Deleted after 24 hours
- Transcripts: Available for 48 hours
- No personal data: Anonymous service
- Encryption: All files encrypted in transit and storage
Browser Compatibility
- Recommended: Chrome, Firefox, Safari (latest versions)
- Mobile: Works on mobile browsers
- JavaScript required: Enable for full functionality
Get Support
When to Contact Us
- Payment issues or refund requests
- Technical errors with specific messages
- Questions not covered in our FAQ
Contact Information
- Email:
- Response time: Usually within 2-4 hours
- Business hours: Monday-Friday, 9 AM - 6 PM Pacific Time (US)
What to Include in Support Requests
- Order number (if applicable)
- Exact error message (copy/paste or screenshot)
- File details (format, size, duration)
- Browser and device information
- Steps to reproduce the issue
Satisfaction Guarantee
We stand behind every transcription with our 100% satisfaction guarantee. If you're not completely satisfied for any reason, contact for a full refund, no questions asked.
Our goal is accurate, reliable service that saves you time and delivers professional results with the privacy and simplicity that sets us apart from subscription-based competitors. Try it now or read our FAQ.