AccurateScribe.ai Help & Support Center

Need help with billing, subscriptions, account access, file uploads, or transcription issues? You can find the most common solutions below first.

Common Problems

I paid, but my account still shows a free plan or no subscription.

You may be signed in to a different account from the one used for your purchase. Sign out, then sign back in using the original account and sign-in method:

Google: Choose Continue with Google and select the same Google account.
Apple: Choose Sign in with Apple and use the same Apple Account.
Email and password: Use the email address you registered with when subscribing.

Your payment email may differ from your AccurateScribe account email. If you still cannot access paid features, send us your receipt or order confirmation so we can locate the subscription and check your access. Please do not purchase again just to fix an access issue.

Why can I only see part of my transcript?

Free access provides a partial transcript preview. Viewing the full transcript and using full export options requires a paid subscription.

If you upgraded after generating the preview, upload the original file again and start a new transcription.

If a new transcription is still incomplete while you are signed in to your paid account, check the language settings below and tell us where the transcript stops.

My transcription is inaccurate, incomplete, or in the wrong language. What should I do?

Select the language actually spoken or sung in your recording. Choose the source language, even if you want to translate the result into another language later.
Try another option under the same language. Some languages have standard options and options for noisy or low-quality audio/video. Select another available option and transcribe the original file again.
For recordings with multiple languages, select the appropriate mixed-language option. Check that its listed languages match your recording.
For songs, use a suitable song option when available. For example, select English (Songs & Lyrics) for a song sung in English.

If you already tried these options, tell us which ones you used, what went wrong, and the approximate timestamps of missing or incorrect text. This helps us investigate without asking you to repeat the same tests.

My file will not upload, or the upload keeps failing.

Check that the original file plays correctly and meets the requirements shown on your upload screen. Then try again using a stable connection.

For large files, splitting the recording into smaller parts or converting it to MP3 may help. You can use our Audio/Video to MP3 Converter.

If the issue continues, send us the file format, size, duration, device/browser details, and exact error message. Let us know whether the error appears before upload, during upload, or when starting transcription.

My bank shows a charge, but I have no receipt or paid access.

A pending charge or temporary authorization does not necessarily mean the order has completed. A missing receipt alone also does not establish whether payment succeeded.

Check the inbox and spam folder of the email used for payment. If you cannot find an order confirmation, send us the payment date, amount, currency, payment email, and a screenshot showing the charge status. We’ll help check the payment and account access before you try purchasing again.

Billing & Subscriptions

How do I cancel my subscription?

Website subscriptions

Account Settings → Manage → Cancel Subscription

Complete the confirmation steps. Canceling stops future renewals; your website subscription remains available until the end of the current paid period. Cancellation does not automatically refund the current payment. See our Refund Policy.

Subscriptions billed by Apple

On your iPhone, go to Settings → your name → Subscriptions → select the subscription → Cancel Subscription. You can also follow Apple’s cancellation instructions.

Using Sign in with Apple to access the website does not necessarily mean Apple bills your subscription. Check your receipt to identify where you purchased it.

I cannot find my subscription or get an error when trying to cancel.

First, check that you are signed in with the original account and login method. If Apple issued your receipt, use Apple’s subscription settings instead of the website’s billing page.

If the website cancellation option is missing or returns an error, email us with your receipt or order confirmation, account email, and a screenshot. Tell us which step failed: Account Settings, Manage, or the final confirmation.

We’ll help locate the correct subscription and assist with website cancellation.

Can I request a refund?

Website purchases

Under our Refund Policy, subscription payments are non-refundable once the subscription is activated, including renewal payments for a billing period that has already started, even if the service was not used.

Our AI transcription and related services require computing resources. Please try the free partial preview and check your selected plan before purchasing. If you believe there is a billing error, send us your receipt and a description so we can investigate.

Why was I charged again after I stopped using the service?

Subscriptions renew automatically unless canceled before renewal. Stopping use of the service does not cancel the subscription. You can find the renewal terms in our Subscription Terms.

If you believe you canceled before the charge, send us the cancellation confirmation and the receipt for the new charge so we can check them together.

I see two charges or do not recognize a payment.

Send us the receipts or order references for the charges, along with their dates, amounts, currencies, and payment email addresses. If available, include a screenshot showing whether each charge is pending or completed.

We’ll check whether they relate to separate purchases, renewals, accounts, or another payment issue. You may redact sensitive payment details.

My coupon code does not work. What should I do?

Offers may expire or apply only to certain plans or purchase platforms.

Account Access & Deletion

I used Sign in with Apple and Hide My Email. Which account should I use?

Continue using Sign in with Apple with the same Apple Account you originally used. If you chose Hide My Email, your AccurateScribe account may be associated with an address ending in @privaterelay.appleid.com.

Do not try to access that account by entering your personal email as a different login. If you cannot locate your paid account, send us your receipt or order confirmation so we can help identify it.

I cannot sign in or do not receive a password-reset email.

If you registered using Google or Apple, use the same sign-in option and account again. You do not need an AccurateScribe password-reset email for that login method.

If you registered with email and password, use the password-reset option on the sign-in page and check your inbox and spam folder.

If you still cannot sign in, tell us your account email, original sign-in method, and any error message you see.

How do I delete my account?

Cancel any active subscriptions first, using the cancellation steps for your purchase platform.
Save any files or transcripts you want to keep.
Sign in at AccurateScribe.ai using your original account and sign-in method.
Go to Account Settings → Delete Account and complete the on-screen confirmation steps.

Account deletion is permanent.

If you cannot find the deletion option or cannot sign in, contact support for help.

Invoices & Receipts

How do I find my invoice or receipt?

Check the inbox and spam folder of the email used for payment. If your billing portal provides an invoice or receipt download option, you can also get a copy there.

For App Store purchases, look for the receipt sent by Apple. If you cannot find a website purchase receipt, email us with your payment email, approximate purchase date, amount, and currency.

How do I add a company name, tax ID, or billing address to my invoice?

If your payment portal supports editing billing details, update them there and check the downloaded invoice. Otherwise, use the appropriate route below:

Website payments made through PayPal: Email us your invoice or order reference and the requested company name, tax ID, and billing address. We’ll review the request and reply within two business days.
Payments made using other payment methods: Submit your invoice or order reference and requested changes to FastSpring Buyer Support.
App Store purchases billed by Apple: Apple issues the receipt. Check Apple’s confirmation email and contact Apple for receipt-related assistance.

If you are unsure who processed the payment, send us your receipt so we can direct you to the right support team.

Using AccurateScribe.ai

Can I try AccurateScribe for free? Is there a seven-day subscription trial?

You can try a partial transcript preview for free on our transcription page. Full transcripts and full export options require a paid subscription.

The free preview is not a seven-day paid-subscription trial. Current website subscriptions do not include that trial, and our iOS app does not offer a seven-day subscription trial. Check the price and billing period displayed before confirming your purchase.

What audio and video formats can I upload?

AccurateScribe supports common formats including MP3, WAV, M4A, MP4, and MOV. Check the transcription page for the options and upload requirements available in your workflow.

If a file fails, confirm that it plays correctly and try converting it to a supported format.

How do I enable speaker identification?

If your selected language and file support speaker identification, enable the feature before starting the transcription.

If the option is unavailable or the speaker labels are incorrect, send us the selected language option and a screenshot so we can check your case.

Can I translate my transcript into English or another language?

Yes, where translation is supported in your current workflow:

Select the language spoken in the original recording.
Complete the transcription.
Click Translate and choose your target language, such as English.

For example, transcribe a Spanish recording using a Spanish language option, then translate the resulting text into English.

Can I transcribe a video or audio link?

Yes. Open Transcribe from URL, select the language spoken in the recording, and submit a supported link that the service can access.

If the link fails, check its access restrictions. If you have the original file and permission to use it, you can upload it directly instead. Contact support with the error message if the problem continues.

Can I record audio directly and then transcribe it?

Yes. Open Record & Transcribe, allow microphone access when prompted, select the spoken language, and follow the recording steps.

If recording does not start, check the microphone permissions in your browser and device settings.

Subtitles, Export & Formatting

How do I generate subtitles for my video?

Use our Subtitle Generator to upload and transcribe your recording. When the result is ready, choose an available subtitle export such as SRT or VTT.

You can import the subtitle file into a compatible video editor or media player. Downloading a subtitle file does not itself embed captions into the video.

What export formats are supported?

Common export formats include TXT, DOCX, PDF, SRT, and VTT. The options available for your result appear in its export menu.

Full export options require a paid subscription. If your result was created as a free preview before you subscribed, upload the original file again and generate a new transcription first.

My transcript has too many short lines or timestamps. How can I change the formatting?

Subtitle and timestamped outputs divide text into timed segments. For continuous reading, choose a document or plain-text export instead of a subtitle file.

Where formatting controls are available, adjust timestamps, paragraph breaks, or speaker labels before exporting. If you cannot find the setting you need, send us a screenshot and describe the output you want.

Privacy & Integrations

How are my files and personal data handled?

We process uploaded content to provide transcription and related services. Our Privacy Policy explains data collection, service providers, security, retention, and deletion.

For a question about your account data or a deletion request, contact support@accuratescribe.ai.

Do you offer an API?

We do not currently offer a public API.

If you have an integration requirement, email us with your expected usage volume, how you plan to use the service, and your business use case or intended integration. We’ll review the requirements and assess whether a custom arrangement may be possible.

Still Need Help?

If you still need help, please email support@accuratescribe.ai or use the live chat in the bottom-right corner of the website.

To help us resolve your issue faster, please include:

the email used for payment
your login method (Google, Apple, or email login)
the approximate payment date and time
any receipt, invoice, or order screenshot
screenshots of the issue or error message