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Help Center · Account
Troubleshooting
Sign-in
| Symptom | What to try |
|---|
| Spinner stuck on Sign in | Wait for a full page load; do not sit on “Signing in…” after a success. Hard refresh if needed. |
| Email link does nothing useful | Links expire. Request a new one. Confirmations land on Email verified, then you log in. |
| Android: signed in in Chrome, not in the app | Finish OAuth in the browser and use the system prompt to return to the app. |
| Apple invalid_client / redirect | Services ID return URL must be https://auth.summitscribe.app/auth/v1/callback. The Apple JWT secret expires about every 6 months. |
| Google blocked | Try email/password, or another Google account. |
| Symptom | What to try |
|---|
| Spinner stuck on Sign in | Wait for a full page load; do not sit on “Signing in…” after a success. Hard refresh if needed. |
| Email link does nothing useful | Links expire. Request a new one. Confirmations land on Email verified, then you log in. |
| Apple invalid_client / redirect | Services ID return URL must be https://auth.summitscribe.app/auth/v1/callback. The Apple JWT secret expires about every 6 months. |
| Google blocked | Try email/password, or another Google account. |
Recording
| Symptom | What to try |
|---|
| No microphone | Browser permission; Android app permission; not using desktop-agent meeting in the browser mic. |
| Android: no meeting audio | Include system / meeting audio, accept the system dialog. Some apps block playback capture - microphone still works. |
| iOS: no meeting audio | Include system / meeting audio, complete the Screen Recording picker. Cancel or a blocked app falls back to microphone only. |
| iOS: Record fails in Webex / Zoom / Teams | That call already owns the iPhone microphone. You should see Try SummitScribe on your computer instead, not a live 0:00 timer. Put the call on a Mac or Windows PC, or leave the call and record the room. |
| Windows: mic works, no system sound | Headset/communications device; start recording after the call is actually playing, or wait for the late “system audio captured” flip. |
| Mac: Connect opens Safari and Record does nothing | Connect in the app window, then Record after the session is local. Do not finish only in Safari. |
| Notes vanished after stop | That is a bug we treat as critical. Email support with the meeting time; locally, avoid killing the tab before stop finishes. |
| Upload stuck | Stay online; long files go straight to storage. Retry when the network is back. |
| Can I record on my phone and type notes on my laptop? | Yes — same meeting, Windows native for notes, photos on the phone. Do not open the website meeting while the phone records. Leave phone My notes empty while typing on Windows. Reopen Windows after Stop for status and photos. Details: One meeting, two devices. |
| Symptom | What to try |
|---|
| No microphone | Allow the microphone in Settings → SummitScribe; not using desktop-agent meeting in the browser mic. |
| iOS: no meeting audio | Include system / meeting audio, complete the Screen Recording picker. Cancel or a blocked app falls back to microphone only. |
| iOS: Record fails in Webex / Zoom / Teams | That call already owns the iPhone microphone. You should see Try SummitScribe on your computer instead, not a live 0:00 timer. Put the call on a Mac or Windows PC, or leave the call and record the room. |
| Windows: mic works, no system sound | Headset/communications device; start recording after the call is actually playing, or wait for the late “system audio captured” flip. |
| Mac: Connect opens Safari and Record does nothing | Connect in the app window, then Record after the session is local. Do not finish only in Safari. |
| Notes vanished after stop | That is a bug we treat as critical. Email support with the meeting time; locally, avoid killing the tab before stop finishes. |
| Upload stuck | Stay online; long files go straight to storage. Retry when the network is back. |
| Can I record on my phone and type notes on my laptop? | Yes — same meeting, Windows native for notes, photos on the phone. Do not open the website meeting while the phone records. Leave phone My notes empty while typing on Windows. Reopen Windows after Stop for status and photos. Details: One meeting, two devices. |
Processing
| Symptom | What to try |
|---|
| Badge says failed but the meeting looks done | A cancelled reprocess job can be newer. Use the meeting’s AI Processing tab / reprocess there. |
| Stuck on processing for hours | Speaker naming on a huge meeting can take a while; partial needs a manual reprocess, not waiting. |
| Mind map empty | Expand all, then fit. Wait for synthesis. Try the current template snapshot. |
| “Not enough evidence” in chat | Wait for processing; open Transcript to confirm words exist. |
Document stuck or failed
| Symptom | What to try |
|---|
| Status chip shows Error with a message | Read the text on the chip (oversize, too many pages, encrypted file, unsupported type, or convert/extract failure). Fix the file and upload again. |
| File over 25 MB | Split or compress the document, or upload a smaller export (for example PDF with fewer embedded images). |
| More than 200 pages or slides | Split into multiple files and upload separately (up to 50 documents per meeting). |
| Password-protected or encrypted Word/PDF | Remove the password in the source app, save an unencrypted copy, then re-upload. |
| Spreadsheet or other unsupported type | v1 supports Word, PowerPoint, PDF, .txt, and .md only — not Excel or similar. |
| Legacy .doc or .ppt fails at Converting | Save as .docx or .pptx locally and upload the modern format. |
| Stuck on Analyzing for a long time | Wait a few minutes; status polls every few seconds. If it never reaches Ready or Error, refresh the meeting page; if it persists, email info@summitscribe.app with the filename. |
| Documents section missing | Document upload is on web and Windows today — not on iPhone/Android apps yet. |
| Symptom | What to try |
|---|
| No Documents section on the meeting | Document upload is on web and Windows today — attach handouts there, then open the meeting on your phone for notes and audio. See Meeting documents. |
More detail: Meeting documents.
Billing
| Symptom | What to try |
|---|
| Play charged, app still Free | Restore purchases. If errors continue, email info@summitscribe.app from your account address. |
| Only Manage, cannot resubscribe | Cancelled in Play but the app still thought Play owned the plan - Restore until you see View plans. |
| Cannot upgrade | Install the app version that includes upgrades, use View plans, and ensure Play products are in one subscription group. |
| Stripe in the Android app | Expected block. Subscribe in Play, or on the website in a browser. |
| Symptom | What to try |
|---|
| Subscribed, app still Free | Restore purchases in Account settings. Sign in to the account you subscribed with. |
| Plan list shows no price | Check your connection, then reopen View plans. Apple's sheet always confirms the price before you pay. |
| Want to cancel or get a refund | Cancel in Manage subscription (your App Store subscriptions). Refunds are handled by Apple at reportaproblem.apple.com. |
Still stuck
Email info@summitscribe.app. Include platform (website / Android / iOS / Windows / Mac / Linux), roughly when it happened, and the meeting title. Do not send passwords or any secret keys.
Email info@summitscribe.app. Include platform (website / iOS / Windows / Mac / Linux), roughly when it happened, and the meeting title. Do not send passwords or any secret keys.
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