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Try these steps to troubleshoot your audio conversion or download errors. If none of these steps help result in a successful conversion, contact us for help. Please inform us if you have attempted all of the methods listed below to eliminate any potential issues.
Check TTS Use
Check your account's TTS usage to ensure you have characters remaining for your chosen voice. Details about TTS limits are here.
Login to the app and select Accounts from the left panel menu
Select TTS Usage. It will show you how many characters you have remaining for LLM and AI Voices.
Change the Voice
Try changing the voice. If the conversion is successful, the error may have been related to the voice. If the conversion is unsuccessful, the error may be related to the text.
Clear Audio Cache
Clearing the Audio Cache allows you to re-convert the text to audio. Re-converting may result in a successful download.
Select the Options button (3 dots) below the text block with the error
Select Delete Audio Cache
Press Play on the text block to re-convert the text block
Edit Text
Editing the text slightly may result in a successful download. The edit can be as simple as capitalizing a word.
Shorten Text
Splitting your text block into 2 shorter blocks may help with conversion errors.
Select Add Text (+ button) below the text block you wish to edit
Cut a portion of the original text and paste it into the new text block
Press Play to re-convert the texts
Check SSML Tags (Advanced Tunes)
The error may be related to the Advanced Tune's SSML tags. The basic way to rule out an SSML tag error is removing your tags then pressing play afterwards to see if the text can be successfully converted.
Select the Options button (3 dots) below the text block with the error
Select Show SSML Tagged Text
Select Remove All SSML Tags
Press Play on the text block to re-convert the text to audio
You can also check if the SSML tags are formatted or applied correctly.
Select the Options button (3 dots) below the text block with the error
Select Show SSML Tagged Text
Select Validate Tags
The app will check for tagging errors and tell you whether all tags are valid or if there is a specific tagging error.
If a tagging error is detected, edit or remove the tag and select Save to continue
Press Play on the text block to re-convert the text to audio
Contact Us
If none of the above methods helped in returning a successful conversion, please contact us by going to Accounts > Contact Us. Include a detailed description of the error, any error messages, and share a copy of the project file.
Be sure to let us know if you have already tried the above steps. This helps us better narrow in on the error if we know you have already tried our recommended troubleshooting tips. Sharing your project file with us also helps us get a better look at the error. Many errors cannot be replicated without having the exact same text and settings or using the original project file.