Troubleshooting
The problems that are about your account rather than any one app, and where to look for the rest.
This page covers what applies whichever platform you use. Anything specific to one app lives with that app, because the fix is different in each.
| If the problem is… | Go to |
|---|---|
| No transcript or translation from desktop audio | Desktop audio checks |
| Desktop permissions or installer problems | Desktop install and setup |
| Recording or permissions on your phone | Mobile |
| Nothing appearing in Google Meet | Chrome extension |
| Joining live translation as a guest | Join live translation |
Signed in, but treated as free#
Almost always a second account: Google sign-in on one app, email sign-in on another. Sign out, sign back in with the email that holds the subscription, and check the plan on your account page. Accounts cannot be merged. See Signing in and Billing and payments.
The app stops mid-session#
Check the balance it needed. Live translation minutes, transcription minutes, AI credits, and chat tokens are four separate counters, and running out of one does not touch the others. See Usage limits, which also lists what spends minutes faster than you would expect.
A verification code or reset email never arrives#
Check the spam folder first, then the address for a typo. The full sign-in troubleshooting, including adding a password and one-device-at-a-time, is on Signing in.
The translation looks wrong#
Compare the original transcript with the translation first. If the original is wrong, fix the transcription side; translation cannot recover words that were heard incorrectly. If the original is right but the translation is wrong, focus on the translation language and quality settings.
Before starting the next session, check these in order:
- Caption or Voice. Caption uses Single or Multilingual translation with the Basic or Premium Quality spoken-language model. Voice uses Fast (Audio); its translation-quality timing is fixed.
- Both languages. Spoken Language is what JotMe hears. Translation is what you want to read or hear. Choosing the target language as the spoken language is the most common mistake.
- Spoken-language model. Start with Basic, then try Premium Quality when the transcript needs more accuracy. Chinese, Thai, and Vietnamese may perform better with Premium than Basic. Premium consumes minutes at 2×.
- Transcript timing. If the original text is being finalized too early, move Settings → Transcription Quality toward more context. This can improve the source text, but its final form arrives later.
- Speed versus context. Under Settings → Translation Quality, move toward Speed for quicker output or Contextual when JotMe should wait longer before locking the translation. Automatic adjustment can handle this during ordinary meetings or events; Premium can also use Real-time memory.
- Environment and audio. Choose Online or In-person to match the room, then confirm JotMe is hearing the intended microphone or meeting audio. For voice translation, headphones help prevent translated speech from being captured again.
The spoken language locks after recording starts. If it is unsupported, JotMe produces nothing rather than guessing. Add recurring names and specialist terms to Custom vocabulary. See Languages and Live translation for the complete controls.
Speaker labels#
Live transcription may begin with generic speaker labels. In a saved recording, use the speaker menu to rename a speaker; desktop, mobile, and web readers use the updated name throughout the transcript.
Separate accounts#
There is no self-serve account merge. If work or a purchase ended up under the wrong email, contact support before buying again. A Google-created account can add a password through Forgot password, provided you use the same email address.
Still stuck?#
Check Status for an active incident first. Then report it on Feedback with your platform, app version, and what you did. That is what makes a report actionable.