Audio Transcription Support - Get Help with Your Transcribe Projects
Complete troubleshooting guide and support resources for our AI transcription service.
Quick Resources
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: $2.50 flat rate
- Files 16-120 minutes: $6.00 flat rate
Pricing examples:
- 10 minutes = $2.50
- 16 minutes = $6.00
- 30 minutes = $6.00
- 1 hour = $6.00
- 2 hours = $6.00
⚡ 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.