What do I do if a visit is stuck processing?

Processing turns your captures into a transcript and a report draft. It needs every capture uploaded first.

Step 1: check uploads

• On the phone, open More, then Sync. If items are waiting, connect and tap Sync now.
• On the web, the visit’s Sync step shows how many captures are uploaded out of the total.

A visit recorded offline does not start processing until its captures arrive.

Step 2: retry

• If processing stops making progress for 15 minutes, the visit changes to Processing failed with the message Processing stopped: no progress for 15 minutes. Retry to run it again.
• On the phone, the visit page shows Processing failed or Taking longer than usual with Retry.
• On the web, open the visit and select Retry.

The person who recorded the visit or a team admin can retry it.

Step 3: contact us

If a retry fails again, email [email protected] with the place, the date and time of the visit, and your team name.

Good to know

• A voice note that shows No speech detected had no clear speech in it. Check the recording.
• A visit with nothing captured is discarded, not processed.
• Do not discard a stuck visit to fix it. Discarding removes its captures for good.