Need help with billing, subscriptions, account access, file uploads, or transcription issues? You can find the most common solutions below first.
If you still need help, please email support@whispertranscribe.ai or use the live chat in the bottom-right corner of the website.
To help us resolve your issue faster, please include:
This usually happens because the account you are currently logged into is not the same one you used when making the payment. Please make sure you are using the exact same login method that you used at checkout.
Examples:
If you originally registered or purchased through Sign in with Apple and selected Hide My Email, please make sure you continue using the same Apple login method and keep using Hide My Email when signing in. Only then can the system correctly match your original account.
If you switch to a different login method, or do not use the same Apple login method, your subscription may appear to be missing.
If this still does not resolve the issue, please send support your receipt details and approximate payment time, and we will help verify the correct account.
Sometimes this may be caused by a temporary server issue. Please try a few more times first.
If the problem continues, please send a screenshot of the error page to support and let us know at which step the error occurs: whether it happens on the Account page, the Manage Subscription page, or the final cancellation step.
If your payment has not been completed successfully, your account cannot be activated.
This usually means that the payment is still in pending status or has not actually been completed in the billing system.
Please check your inbox and spam folder first. If you still cannot find it, please send support a screenshot of your payment attempt.
Sometimes banks first show a temporary authorization or a pending charge. This does not necessarily mean that we have successfully received the payment on our side.
If the order was not actually completed on our side, you may not receive an invoice yet and your account may not be activated immediately.
If your transcription stays in processing for a long time, please stop uploading new files and contact support. Please include your account email, file name, and a screenshot.
The current maximum file size is 5 GB. If your file is larger than 5 GB, the upload may fail or return an error.
For large files, we recommend that you:
You can convert audio or video to MP3 here:
https://whispertranscribe.ai/convert-audio-video-to-mp3
Some workplace, public, or restricted networks may also block large file uploads. If you keep seeing upload errors, we recommend trying again on a more stable network.
If your transcript appears in many short lines, it is usually caused by timestamps or speaker segmentation. You can turn off segmentation and timestamps, or export a cleaner reading format when available.
Plan limits are based on the amount of transcription time included in your subscription. If you have already used all the minutes included in your plan, you may need to upgrade or purchase additional capacity, depending on your plan.
Please go to the billing portal, or open Account Settings -> Manage, then choose the cancellation option.
Please review the refund policy first:
https://whispertranscribe.ai/return-policy
You can download your invoice or receipt from the billing portal or from the relevant section in your account settings.
In many cases, a copy will also be sent to your email.
If the billing portal supports invoice editing, you can update your billing details there. Future downloaded invoices will usually include your company name or tax information.
If this is not currently supported, please email us the information you want to appear on the invoice, and we will reply within 2 business days.
You can use the password reset option on the login page, or reset it from your account settings.
If you originally signed in with Google or Apple, please continue using the same login method unless your account has already been changed to email/password login.
This is not currently supported.
Please first check whether there is an account deletion option in your account settings. If you cannot find it, please contact support using the email associated with your account.
Yes. In addition to uploading audio or video files, you can also record directly on the online recording page and then transcribe:
https://whispertranscribe.ai/transcribe-record
WhisperTranscribe.ai can be used for audio/video transcription, subtitle generation, content summaries, translation, and turning spoken content into clear, readable text.
Yes. With free usage, you may only see a partial transcript preview. If you upgrade afterward, you may need to upload the file again to generate the full transcript and unlock full export options.
Transcription minutes are calculated based on the duration of the audio or video you upload, not the number of words in the final text.
For example:
If your file and selected language support speaker identification, you can enable it before starting the transcription.
Please make sure you select the correct language before starting.
Also, try to keep the audio clear and the speech easy to understand whenever possible, as this can significantly improve accuracy.
Yes. If translation is supported in your current workflow, you can translate the transcript after transcription is completed.
After uploading and transcribing your file, open the transcript and download the SRT subtitle file when available. SRT files can be imported into most video editors and media players.
You can configure subtitle-related settings before or after transcription on the following page:
https://whispertranscribe.ai/subtitle-generator
Supported export formats include:
DOCX, PDF, TXT, SRT, VTT, STL, EDL, XML, CSV, XLSX, HTML, JSON, FCPXML
Sometimes, yes. If you first generated a free preview and only upgraded afterward, the system may require you to upload the file again in order to generate the full transcript and unlock full export options.
Your files and transcripts are treated as private account content, and security measures are used to protect your data. For more formal details, please refer to the Privacy Policy and Security documentation.
In principle, your files and transcripts are only accessible within your account and through authorized service workflows required to provide the service.
No. WhisperTranscribe.ai is a transcription and text-processing tool. It does not provide medical, legal, or other professional advice, and its output should not replace professional judgment.
If you use this service in a regulated or high-risk environment, you are responsible for reviewing and validating all outputs before actual use.
We do not currently offer a public API.
If you have a specific need in this area, please contact us by email and try to include the following details:
We will review your request and evaluate whether a custom collaboration may be possible.
If you still need help, please email support@whispertranscribe.ai or use the live chat in the bottom-right corner of the website.