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 give it a moment. If the battery ran out or the app was killed while it was recording, the recording is recovered the next time the app opens, and the part that was never transcribed is transcribed then. The audio was on the phone the whole time – that is why there is something to recover.

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

• A call came in. It interrupts the recording, and the recording continues on its own once the call is over. Nothing has to be pressed when you hang up.
• The headphones came out, or the audio route changed to another output. Neither ends a recording; it keeps going.
• The recording is there but has no text. That is the recognition model still downloading, not a failed 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.

Transcription will not start

Recording never waits for the recognition model, which means a recording made before the download finished has audio and no text yet. The download shows its progress and can be cancelled and picked up later; once the model is on the phone, the transcript catches up on its own. That download is the one part of Kaseta that needs a network – recognition itself runs on the iPhone, which is why it works in airplane mode afterwards.

A transcript that stops partway through is a different thing and usually not a fault: on the free plan each recording transcribes its first 5 minutes. The ceiling is on transcription and never on recording, so the audio ran to the end and is waiting for you. The pricing page sets out what each plan lifts.

The wrong language came out

Kaseta detects the language by itself, and a transcript that reads as nonsense is almost always detection landing on a neighbouring language rather than recognition failing. Each recording shows which language it was transcribed in, so that is the thing to check first. Setting the language for the recording yourself, from the full list, instead of leaving it to detection is the fix.

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 restore the purchase from inside the app. If it was bought with a different Apple account, that is the account holding it, and Apple’s purchase history is the record.

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 has no way to transmit 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.