Troubleshooting
Solutions to common issues with login, files, payments and app features.
16 articles
- Login code didn't arrive: what to checkThe 6-digit code usually lands in spam or promotions, or the email has a typo. You can resend it after 60 seconds or sign in with Google or Apple instead.
- File format not supported or file too largeAudio files are accepted up to 100 MB, video depends on the tool, links up to 2 GB. Find your error message below and see how to fix it.
- Video translation, captions or transcript take too long or failedVideo jobs run on the server, so you can close the app after the upload. Tokens are charged only for a finished result. How long to wait and what to do after Failed.
- Not enough tokens: what to doBuy a token pack or Premium, check where the tokens went in Usage History, or run a shorter task. Premium tokens expire at the end of the period.
- Payment for tokens or Premium didn't go throughUsually the store declines the card or the payment window doesn't load. Check the card in the store, try again, or choose another way to pay.
- Microphone or camera access denied in VocaLingoIf you refused access once, the app can't ask again. Turn on the microphone, camera or contacts for VocaLingo in your phone settings or in the browser's site settings.
- Purchased tokens or Premium not showingMost often the purchase went to another account or the payment isn't confirmed yet. Check the account, refresh the balance, then restore purchases.
- Voice cloning failed or the clone doesn't sound like youThe Failed badge usually means too few tokens for MiniMax or a dropped connection. A clone that sounds off usually comes from noise or other voices in the sample.
- VocaLingo notifications not arriving: what to checkUsually notifications are off in phone settings, blocked by Focus or battery saver, or the tool doesn't send them. On the web they work only at web.vocalingo.app.
- Translate Audio voiceover failed or is stuckWhat each voiceover error in Translate Audio means and how to fix it: short recording, long text, low balance, cloning failure or a job that seems stuck.
- Video to Text: link won't download or video won't playWhat to do when Video to Text cannot download a link, hangs on upload or recognition, rejects a large file, will not play the video or sends no notification.
- Why the translated voice sounds robotic, too fast or not like youUsually a standard voice read the translation instead of a clone, or the voice kept its own pace. What to change for each symptom.
- Promo code won't activate: errors and fixesA VocaLingo promo code is a friend's referral code. It works once, only in a full account under 30 days old, and not from the friend's device.
- Device clock out of sync: error when signing in with AppleSign in with Apple fails when the iPhone clock is more than 10 minutes off. Turn on Set Automatically in Settings → General → Date & Time and try again.
- AI call won't connect or ends: what to doMost failed AI calls come from a number without a country code, a balance under one minute, a blocked microphone or a busy line. Here is each message and the fix.
- Do you need a VPN to use VocaLingo in RussiaUsually not: if a service is blocked, the app switches to a backup connection by itself. Russian bank cards are accepted through YooKassa.
Contact support
Describe the problem and we will reply by email. Add the file name or job ID if you have one.