I have an issue with one of my conversations – Help Center

Here are some troubleshooting steps for cases where you might be experiencing an issue with your conversation after recording. For help with issues during the recording, review the Troubleshooting audio problems article.

Troubleshooting

These are the top reasons why conversations are not transcribed properly. Read through these articles for any applicable issues:

Providing consent to listen to your transcript for troubleshooting

If you have more specific questions and need help from our Otter Support Team, allowing access to your conversation will help expedite the troubleshooting process.

Your privacy is important to us. We only view or listen to your conversation for troubleshooting purposes in accordance with our Terms of Service and Privacy Policy. We explain how Otter protects your conversations on our Privacy and Security page.

There are three ways to allow access to your conversation.

Give consent through the form

On the request form, give consent by selecting Yes to the question ‘Do you give permission to Otter.ai to access the conversation?’

Make sure you provide the title and date of the conversation.

Give consent through the website

Sign in to Otter.ai
Navigate to the relevant conversation and scroll to the end.
Click Rate transcript quality.
Select I give Otter permission to access this conversation for training and product improvement and click Send.

Let our Otter Support Team know in the ticket request that you have already given permission through the conversation feedback rating.

Note: You can revoke permissions anytime by re-submitting the rating and leaving it unchecked.

Sending diagnostics for recordings made on iOS or Android

To give access to a recording made on iOS or Android, send diagnostics from the Otter mobile app.

Note: By sending the diagnostic information, you consent to Otter.ai to access and listen to your audio recordings.

Open the Otter mobile app.
Tap the menu bar.
Tap your profile to open the Settings menu.
Tap Send diagnostics under the Support section.
All conversations are selected by default. Deselect any that you do not want to send (we recommend sending all conversations). Tap Send when ready.

When submitting the request form, let our Otter Support Team know that you have already submitted diagnostics to expedite the troubleshooting process.

Contacting Otter support

Once you have completed one of the options above, contact our Otter Support Team.

Provide the following information in the request form:

Title and Date of the conversation.
The device and/or browser you recorded the conversation with.
Operating system (Mac, Windows, iOS, Android, etc.) and version.
For mobile devices, provide the Otter app version.
Steps to reproduce the issue.
Explain in detail what issue you are encountering with the conversation.