Support
Frequently Asked Questions
How accurate is the transcription service?
Our AI transcription service achieves an average accuracy of 95-98% for clear audio recordings. Factors that may affect accuracy include background noise, speaker accents, technical terminology, and audio quality. For critical transcriptions, we recommend our human-reviewed service for additional accuracy.
What file formats are supported?
We support most common audio and video formats, including MP3, WAV, AAC, M4A, MP4, MOV, and WMA. The maximum file size is 500MB per file, and we recommend using compressed formats for faster upload times.
How long does transcription take?
Transcription time depends on the length of your audio file and the current processing load. Generally, our AI transcription processes files at 3-4x real-time speed. For example, a 60-minute recording typically takes 15-20 minutes to transcribe.
Is my data secure?
Yes, we take data security very seriously. All file transfers are encrypted using industry-standard SSL/TLS protocols. Your audio files and transcripts are stored securely and can be permanently deleted at your request. Please refer to our Privacy Policy for more information.
Can I cancel my subscription?
Yes, you can cancel your subscription at any time from your account settings. After cancellation, your subscription will remain active until the end of the current billing period. We do not offer refunds for partial subscription periods.
Contact Us
Email Support
For general inquiries and support requests, please email us at:
support@cortexlabz.com
We aim to respond to all inquiries within 24 hours during business days.
Business Hours
Our support team is available during the following hours:
- Monday - Friday: 9:00 AM - 6:00 PM EST
- Saturday: 10:00 AM - 2:00 PM EST
- Sunday: Closed
Troubleshooting Tips
Improve Transcription Accuracy
- Use a good quality microphone when recording
- Minimize background noise and echoes
- Speak clearly and at a moderate pace
- Avoid multiple people speaking simultaneously
- For specialized terminology, consider our human-reviewed service
Common Issues
- File Upload Fails: Check your internet connection and ensure your file is under 500MB and in a supported format.
- Transcription Takes Too Long: Large files or files with poor audio quality may take longer to process. Try splitting very long recordings into smaller segments.
- Billing Issues: If you notice any discrepancies on your bill, please contact our support team with your account details and a description of the issue.