Audio Transcription Support - Get Help with Your Transcribe Projects

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

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 450MB
• Verify file isn't corrupted by playing it first
• Try different browser or incognito mode

Problem: "File too large" error

Solution: Re-encode at a lower bitrate (96-128 kbps is plenty for transcription) or split the file into segments before uploading. The 450MB cap typically covers several hours of compressed audio.

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

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

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

Pricing examples:

• 10 minutes = $2.50
• 16 minutes = $6.00
• 30 minutes = $6.00
• 1 hour = $6.00
• 3 hours = $6.00 (any length is $6 once over 15 minutes)

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

Problem: I see a charge on my bank statement but didn't receive a confirmation email

If your payment appeared to hang, your bank may show a temporary authorization hold — not a completed charge. This is standard banking behavior and the hold will disappear from your statement automatically within 3–7 business days. Only payments accompanied by a confirmation email were actually captured.

What to do:

• Check your email (including spam) for a payment confirmation before retrying
• If you see two charges, only the one with a confirmation email was collected
• Email Click to reveal email address and we'll review your account to confirm exactly what was charged

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

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