Errors and Troubleshooting

Find your issue below. Each entry gives the shared steps first, then anything specific to the web app or the mobile app.

Account and login

Cannot log in

1. Check you are using the email address the account was registered with
2. Use Forgot Password to reset your password
3. Confirm your internet connection is active
4. Disable any VPN that may be blocking the connection
5. Contact support if you think your account may have been deactivated

On the web app: clear your browser cache and cookies, then try a supported browser — Chrome, Edge, Safari, Firefox or Opera.

On the mobile app: update the app from the App Store or Google Play, then restart it.

One-time password not received

1. Check your spam or junk folder
2. Confirm the email address is spelled correctly
3. Request a new code
4. Wait a few minutes before requesting again
5. Contact support if it still does not arrive

Audio and video

Camera or microphone not working

1. Close any other application using the camera or microphone
2. Leave and rejoin the meeting after granting permissions
3. Try a headset to rule out a hardware issue

On the web app: check browser permissions using the icon in the address bar, then refresh the tab. If the pre-meeting screen shows Enable Camera Preview, select it and allow access. Restart the browser if permissions are not saving.

On the mobile app: open your device settings and confirm Qordenate has camera and microphone permission. Restart the app if permissions are not saving.

Video not working

1. Close other applications using your camera
2. Check your device camera settings

On the web app: ensure camera permissions are enabled in your browser, refresh the meeting page, clear your cache, then restart the browser or device.

On the mobile app: confirm camera permission in device settings, restart the app, and reinstall if the problem continues.

Participants cannot hear translated audio

1. Check device volume, and that the correct output, speaker or headphones, is selected
2. Confirm you are not muted in the meeting controls
3. Leave and rejoin the meeting

On the web app: ensure browser sound permissions are enabled.

Translation

The meeting ended suddenly for everyone

If the host was using a Language Pass, the meeting ends for everyone when the host’s AI time runs out. This is expected behaviour.

1. The host checks remaining AI time on the pass before starting the next meeting

2. Keep each meeting within the remaining time, and within the 2-hour limit per meeting

3. For longer or regular meetings, the host can upgrade to Pro, Business or Scale

If the host was not using a Language Pass, check your connection and see Cannot join a meeting or webinar below.

My language is not available in the meeting

1. The host chooses the meeting’s languages before starting. Ask the host to include your language

2. Check the host’s plan limit: 2 languages on Basic, 3 on Pro, 6 on Business, 9 on Scale and the Language Pass

3. If the meeting is already full, the host may need to restart it with a different language set 

I want to switch to a different language during the meeting

1. Select Languages in the bottom-right of the meeting control bar

2. Choose another of the meeting’s languages

3. If translated audio does not switch, toggle Live Translation off and on again

Translation audio is delayed

1. Check your connection speed and stability
2. Close background applications consuming bandwidth
3. Leave and rejoin the meeting

On the web app: move closer to your router, or use a wired connection.

On the mobile app: move closer to your Wi-Fi router, or switch between Wi-Fi and mobile data to see which is stronger.

Translation audio is out of sync

1. Use a headset or external microphone
2. Toggle Live Translation off and on again
3. Avoid heavy background noise
4. Speak at a natural pace

Poor audio quality affecting translation accuracy

1. Use headphones or an external microphone
2. Reduce background noise
3. Speak clearly at a natural pace
4. Avoid multiple people speaking at once
5. Check your microphone input settings

A participant’s language is not being detected correctly

1. Ask the participant to check their selected language using the Languages control
2. Switch to the correct language from the meeting’s languages
3. If it persists, ask them to update My Language under Settings → AI Preferences and rejoin

Voice clone not activating

Voice cloning activates automatically when Live Translation is enabled. There is no separate toggle. If your translated voice does not sound personalised:

1. Confirm Live Translation is switched on during the meeting

Features

Universal Captions not working

1. Check your internet connection
2. Confirm the host has enabled captions and granted access
3. Confirm translation is covered, by the host’s paid plan, your own Language Pass or plan, or your trial session
4. Check your language is one of the meeting’s languages
5. Rejoin the meeting

VoiceBridge not available or not working

1. Confirm translation is covered, by the host’s paid plan, your own Language Pass or plan, or your trial session
2. Close and reopen the VoiceBridge panel from the meeting controls
3. If output is delayed, switch to a stronger connection and close background applications
4. If participants are not receiving your output in their language, ask them to check their language using the Languages control

On the web app:  if you recently upgraded, log out and back in or refresh the tab. Chrome is recommended.

On the mobile app:  if the text box does not appear, close and reopen the app.

Multilingual chat not translating

1. Confirm the translation toggle inside the chat panel is switched on. Messages are only translated when it is active
2. Ask the other participant to check their language using the Languages control
3. Leave and rejoin if translation stops mid-session

Multilingual chat messages not sending

1. Check your internet connection

2. Confirm the chat panel is open from the meeting controls

3. Leave and rejoin the meeting

Smart Recap not working or summary not received

1. Confirm Smart Recap was enabled during the meeting. It cannot generate a summary retroactively

2. Confirm the meeting had AI time available, Smart Recap uses AI hours

3. Check your email, including the spam folder

4. Confirm the email address on your Qordenate account is correct

5. Note that Smart Recap summaries are delivered in English only

Meeting summary is incomplete

Incomplete summaries can result from poor audio quality, participants speaking simultaneously, connection interruptions, or the meeting ending early because a Language Pass ran out. Improving audio quality and avoiding overlapping speech produces better summaries.

Meeting recording is missing

1. Confirm recording was started during the meeting. Only the host can record

2. On Basic and the Language Pass, recordings save locally to your device, check your device storage and files

3. On Pro, Business, Scale and Enterprise, wait a few minutes for cloud processing, then refresh your dashboard

4. Check you had enough free storage before the session started

5. Guests cannot record. If you joined without an account, no recording was made

Joining sessions

Cannot join a meeting or webinar

1. Check the link or meeting ID is valid and has not expired

2. Confirm the session has not already ended

3. Check your internet connection

4. For webinars, confirm you completed the host’s registration form

5. Disable any VPN that may be interfering

On the web app: clear cache and cookies, then try a supported browser.

On the mobile app: try opening the link in a browser if the app does not open it.

AI features missing after joining as a guest

This depends on the host’s plan.

•   Host on Pro, Business, Scale or Enterprise: guests are covered. If translation is not working, check the host included your language and see Live translation not starting above

•   Host on a Language Pass or Basic: this is expected behaviour. Guests get basic meeting features only. Create a free account and buy your own Language Pass, or ask the host to move to a paid plan

Cannot host a podcast or webinar in the app

This is expected behaviour. Podcasts and webinars can be joined from the mobile app, but must be created and hosted on the web app. Webinars must also be booked and paid for there.

Podcasts and webinars

Podcast session not loading, or guests unable to join

1. Confirm the invite link is correct and active

2. Ask guests to open the link in a supported browser, Chrome is recommended

3. Ensure all participants have a stable connection

4. Disable any VPN that may be blocking the session

5. Clear browser cache and try again

Podcast recording not saving

1. Confirm recording was started using the Record Podcast control

2. Wait a few minutes after the session ends for processing

3. Refresh your dashboard and check the recordings section

4. Podcast Studio is included in Business, Scale and Enterprise, which store recordings in the cloud

Podcast stage or branding not applying

1. Confirm your changes were saved before the session started, some settings must be applied before going live

2. Refresh the studio and re-apply branding or layout settings

3. If a logo is not displaying, check the file format and size are supported

4. Try a different browser if the interface is not responding

Webinar attendees not receiving audio in their language

1. Confirm the webinar was configured with the required languages before it started. Webinar languages cannot be changed mid-session

2. Ask affected attendees to check the language they selected at registration

3. Ask attendees to check their connection and refresh

Device and app issues

Device or browser compatibility issues

On the web app

1. Restart your device

2. Use a supported browser: Chrome, Edge, Safari, Firefox or Opera

3. Update your browser to the current version

4. Clear cache and cookies

5. Disable conflicting extensions

On the mobile app

1. Confirm your device meets the minimum iOS or Android version

2. Update the app from the App Store or Google Play

3. Restart your device

4. Reinstall the app if the problem continues

Meeting drops when you switch apps or lock the screen

1. Keep the Qordenate app in the foreground during meetings where possible

2. Turn off battery saver or low power mode, which can suspend background activity

3. Check your device settings allow Qordenate to run in the background

Billing

Subscription or payment problems

On the web app: check your payment method and billing history under Settings -> Billing, then contact support with your transaction ID.

On the mobile app: purchases are processed by Apple or Google, so check your store purchase history first. To cancel, use your App Store or Google Play subscription settings, cancellation is not available inside the Qordenate app. If a purchase was charged but your plan did not activate, log out and back in, then contact support with your store transaction ID.

Webinar bookings must be made on the web app.

Full detail: In-app purchases and mobile billing.

Language Pass not working after purchase

1. Confirm the payment went through and check for a confirmation email

2. Log out and back in

3. Check the pass has not expired, it is valid for one month from purchase

4. Check you have AI time left on the pass

5. Contact support with your transaction ID

Reporting a problem

How to report a translation error or submit accuracy feedback

1. Contact us by email

2. Include the meeting details and the language pair used

3. Describe the issue clearly

Detailed feedback helps improve translation accuracy.