My transcript is missing or wrong

A recording finished, but the transcript has not appeared, the recording is marked Failed, or the words do not match what was said.

Check these first

1. Wait for the status. A recording moves from Uploading to Queued and Processing, then to Ready. The transcript appears when it is ready. Other recordings in the session stay playable meanwhile. Write up says a recording hasn't been transcribed yet until then.
2. Retry a failed take. Transcription failed means the audio was saved but the transcription service returned an error. Choose Retry transcription. Nothing is recorded again, and other takes are not affected.
3. Record again if the audio was deleted. Salisan deletes the audio of a failed take 72 hours after the last attempt, whatever your practice's recording setting is. After that the block says the recording could not be transcribed and was deleted, and it cannot be retried. Record the consultation again, or write the note by hand.
4. Check an empty result. No transcript text returned means the service sent back no text. Play the audio to check that it contains speech. Audio longer than 60 minutes is refused, so stop and start a new take before then.
5. Check words, numbers and speakers. Play the audio and compare. Choose Play from here on a line to hear it. Speakers are detected automatically and names are never guessed, so use Rename speaker to label them. Check doses, dates and names against the audio before they go into a note.
6. Look at credits and access. Transcription uses AI credits. When your monthly credits or the practice's credits are used up, new transcriptions cannot start. It also needs the permission Use AI features, and it is off for a patient marked Exclude from AI assistance.
7. Expect playback to end. Your practice can delete audio after the transcript is final or after 30 days. The transcript stays, but you can no longer play the recording. An owner or admin sets this under Agent settings → Chats → Recordings.

If it still doesn't work

Do not record the consultation again until you have checked the status. Download the audio first if Download audio is offered.

Then use Help & support. See Contact support. Send the time, whether you were in a note or on the transcription page, the status shown and the exact message. Do not send the transcript or the audio.

See also Recording and transcription and My microphone won't record.