Support

Most of what people write in about has an answer that is quicker to read than it is to ask for, so those answers come first. If yours is not below, the address to write to is at the bottom of this page, with what to put in the message.

A recording seems to have disappeared

Open Kaseta before you do anything else, and look at the recording’s status in the library. Audio that was recorded is saved on the phone; if the battery ran out or the app was killed while it was recording, whatever had been captured up to that point is there, and if transcription had not finished, it continues from where it stopped. What no app can bring back is sound the phone never recorded.

Three things that look like a lost recording and are not:

• A call came in. It interrupts the recording, and what was recorded before it is kept. Whether recording resumes afterwards is up to iOS; if the app shows an error when you return, it offers Continue and Stop, and you choose.
• The headphones came out, or the audio route changed to another output. iOS treats that as an interruption in the same way. Check the status, and pick Continue or Stop if asked.
• The recording is there but has no text. That is a status, not a lost recording. See the next section.

If none of those is it, search the library before you write: search looks inside the transcripts themselves, not only the titles, so a word you remember saying will find a recording whose name you do not.

There is no text, or transcription will not start

The status under the recording says what is happening. Waiting means it is queued behind another recording. Running means it is still being processed, with a rough percentage. An error shows Continue and Stop. On the free plan the text stops at the first 5 minutes of each recording; the ceiling is on the text and never on the recording, so the audio ran to the end and is saved in full. The pricing page sets out what Pro lifts.

Two more cases. The first launch needs the internet: Kaseta downloads its recognition model and tokenizer before the first recording, and a recording made before that finished waits for it. The Quality model and the speaker models are downloaded separately, the first time you switch them on. After the downloads, recognition runs on the iPhone, which is why it works in airplane mode. And a recording of silence can come back with no text at all – that is the recogniser reporting what it heard.

The wrong language came out

The transcription language is one setting for the whole app: Settings, Transcription, Language, where Auto-detect is the default. A transcript that reads as nonsense is almost always detection landing on a neighbouring language. Pick the language you spoke, open the recording, and tap Retranscribe – the next pass uses the language you set. There is no language switch on the recording itself; the setting applies to whatever you transcribe next.

Restoring a purchase

Pro belongs to the Apple account that bought it. There is no account with us to look anything up in, and no password to reset – on a new phone, or after reinstalling, sign in with that same Apple account and use Restore purchases in the app’s settings. If it was bought with a different Apple account, that is the account holding it, and Apple’s purchase history is the record.

Keeping a copy

Kaseta has no sync and no backup of its own – the library lives on the phone. Whether it is included in your iPhone backup depends on your iCloud settings, not on the app. To keep a separate copy of a transcript, export it as a file; that is a copy of the text, not of the audio. Do not reinstall the app to fix a problem with a recording – a reinstall removes the local library, and there is nowhere to restore it from.

Cancelling, and refunds

Both are Apple’s to do, not ours. Every purchase runs through the App Store, so the payment never reaches us and neither does the ability to return it. Going to Apple directly is not us passing you along – it is the only route that actually works, and writing to us first only costs you a day.

• To cancel Pro Annual or the monthly plan: on the iPhone, open Settings, tap your name, then Subscriptions, then Kaseta. Pro stays switched on until the period you have already paid for runs out, and the app carries on afterwards on the free plan. A one-time purchase has nothing to cancel.
• To ask for a refund: use Apple’s own Report a Problem page, signed in with the Apple account that made the purchase. Apple decides it. We cannot issue one, and we are not told when you ask.

Writing to us

The address is hello@kasetaapp.com – it is also the address on the imprint, and one person reads it. There is no ticket number, no queue and nothing to be routed through first.

Four things in the message usually turn three exchanges into one:

• your iOS version and which iPhone;
• what you did, step by step;
• what happened, and what you expected instead;
• whether it happens every time or happened once.

Expect a reply in a day or two. Kaseta is built and answered by one person, so a bad week can stretch that – it is an honest estimate rather than a promise nobody enforces.

Please do not attach a recording. The app never uploads audio and we have nowhere to put it; describe what went wrong instead, and if that is genuinely impossible, say so and we will work out together what would help. Questions about what the app does, rather than something going wrong with it, are answered on the FAQ.