SUPPORT
Comprehensive guide covering all aspects of support in CareVoice
Quick solutions to frequently encountered issues:
Voice recording not working
Solutions:
- 1. Check browser permissions - allow microphone access
- 2. Ensure using Chrome, Edge, or Safari (latest versions)
- 3. Test microphone in system settings
- 4. Try incognito/private browsing mode
- 5. Disable browser extensions temporarily
AI generation taking too long
Solutions:
- 1. Normal processing: 30-60 seconds per section
- 2. Check internet connection stability
- 3. Reduce transcript length if over 5000 words
- 4. Process sections individually rather than all at once
- 5. Try during off-peak hours (early morning/evening)
PDF upload failing
Solutions:
- 1. Check file size - maximum 10MB
- 2. Ensure PDF is not password protected
- 3. Try "Print to PDF" to create clean version
- 4. Remove any embedded forms or signatures
- 5. Check PDF is text-based, not scanned image
Assessment not saving
Solutions:
- 1. Check green "Saved" indicator appears
- 2. Ensure stable internet connection
- 3. Don't close tab immediately after editing
- 4. Use manual save button if auto-save fails
- 5. Export backup copy as PDF regularly
Understanding error messages helps resolve issues quickly:
"Insufficient tokens remaining"
You've used your monthly assessment allowance. Upgrade your plan or wait for monthly reset.
"Session expired - please log in again"
Security timeout after 24 hours. Your work is saved - just sign in again to continue.
"Content too large for processing"
Recording or document exceeds limits. Split into smaller sections or summarise content.
"Network error - check connection"
Internet connection interrupted. Check WiFi/network and refresh page when stable.
Multiple ways to get help when you need it:
Live Chat Support
Immediate help from our support team
Monday-Friday: 9am-5pm GMT
Response time: Under 2 minutes
Email Support
Detailed assistance for complex issues
support@carevoice.app
Response time: Within 24 hours
Training Webinars
Weekly sessions for new and advanced users
Tuesdays: Getting Started (2pm GMT)
Thursdays: Advanced Features (2pm GMT)
Before Contacting Support
- • Note the specific error message
- • Try basic troubleshooting steps
- • Have your account email ready
- • Screenshot the issue if possible