Recording, transcript or note problem? Start here
This guide helps you quickly sort out what's happened with a session and fix it yourself where possible. Work through the section that matches your situation. If one self-serve attempt doesn't resolve it, the last section tells you exactly what to send us so we can act fast.
First, which is it?
The recording is there, but there's no transcript or note → Section A
The note or summary is stuck "processing" / spinning → Section B
The recording is missing or the session has disappeared → Section C
Recording stopped part-way / showed 0:00 / cut off → Section D
A. Recording is there, but no transcript or note
This is usually fixable in under a minute by manually generating it:
Open the session, go to Consent, and under Recording click View recording details.
Click Generate transcript and wait a minute or two.
Return to the Notes tab and refresh, or close and reopen the session.
Full step-by-step: Missing Notes or Transcript? How to Manually Generate Your Clinical Note.
If the recording is short or was cut off, you can also add more audio: How to Add Extra Audio.
B. Note or summary stuck "processing" / spinning
Give it a few minutes first — longer sessions take longer. If it's still stuck:
Refresh the page, or close and reopen the session.
Try the Fix Session option — see Fix Session: How It Works.
More detail: My notes are stuck processing / spinning.
C. Recording missing or session disappeared
Check these first:
Confirm you're logged in as the same user who recorded the session.
Check whether the session is older than your storage window — see Session Expiry and Storage Duration.
Look for duplicate or blank entries — see Duplicate or blank sessions.
If the recording still can't be found after checking the above, this needs our team to look at your account directly — go to the last section and send us the details.
D. Recording stopped part-way, showed 0:00, or cut off
To reduce the chance of this happening again:
Keep the PatientNotes screen open and in the foreground while recording — avoid locking the phone or switching apps mid-session.
On mobile, see keep PatientNotes open while recording.
If a recording has already been affected and you need it recovered, that needs our team — send us the details below.
Still stuck? Send us this and we'll take it from here
If you've tried the relevant step above and it hasn't worked — or the recording is missing or possibly lost — this needs a person on our team to look at your account. To resolve it in one go, please include:
The session link (copy the URL from your browser while the session is open), or the session/patient name and date.
What you were using — iPhone/Android app, Mac/Windows desktop app, or browser (which one).
What you see now — is the recording visible under Consent → Recording? Any error message?
Recordings involving patient care are a priority for us — flag if it's urgent and we'll treat it that way.
Chat with us via the help widget inside PatientNotes or email [email protected].