We know how frustrating it can feel when technology gets in the way of your sessions. Don’t worry - most issues in Supanote are quick to fix. This guide walks you through the most common problems and how to solve them step by step.
1. Microphone Not Working
If Supanote isn’t picking up your voice during in-person or telehealth sessions, it’s usually a permissions issue.
Step 1: Check Browser Permissions
Supanote works best on Google Chrome.
When you start a live session, Chrome should show a pop-up asking for microphone access.
Click Allow.
If you missed it:
In Chrome, click the 🔒 lock icon next to the address bar.
Find Microphone → set it to Allow.
Refresh the page.
Step 2: Check System Settings
On Windows: Settings → Sound → Input → select the right mic.
On Mac: System Preferences → Sound → Input → choose mic.
Step 3: Restart Supanote
Refresh your browser tab and try again.
💡 Tip: If you’re using a headset or external mic, double-check it’s plugged in and selected in Chrome’s dropdown.
2.Can’t Capture Telehealth Session
Supanote can capture telehealth calls (Zoom, Google Meet, Doxy, etc.) through screen sharing with audio. If it isn’t working:Use Google Chrome (not Safari).
When asked to share your screen, make sure you:
Select the Chrome Tab where your telehealth call is running.
Check the box for Share tab audio (must be ON).
⚠️ If you see “Screen sharing permission denied”:
On Mac: System Preferences → Security & Privacy → Screen Recording → Allow Chrome.
On Windows: Settings → Privacy & Security → Screen capture → Allow Quick check
💡 You’ll know it’s working when you see Supanote’s live text transcription start immediately.
3. Notes Taking Too Long to Generate.
Most notes appear in under 60 seconds. If it feels stuck:
Check your internet connection (Supanote needs stable Wi-Fi).
Keep the Supanote tab open while processing (don’t close the browser).
If still delayed, refresh and re-upload.
💡 Good to know: No data is lost if you refresh - you can always re-process the audio or text.
4. Upload Fails (Audio or Text)
If your audio upload fails:
Make sure the file is .mp3, .m4a, .wav (other formats may not work).
Check file size (we recommend < 500 MB).
Stay on the page until upload finishes.
If your text upload fails:
Try shorter chunks (long copy-paste may time out).
Save your text in Word or Notepad first, then paste again.
5. Login or Access Issues
Forgot password? → Click Forgot Password on the login page, reset via email.
Didn’t get the reset email? → Check spam/junk folder, or add [email protected] to your contacts.
Still locked out? → Contact support and we’ll reset it for you.
6. Notes Missing or Disappeared
First, check Pending Review vs Reviewed Notes. Notes move automatically when you mark them as reviewed.
If still missing: refresh your dashboard.
If completely lost: contact support - we keep backups of processed notes for your account.
💡 Reassurance: Supanote never deletes your notes without you asking.
Still Stuck?
We’re here to help.
Email: [email protected]
In-app chat: Click the chat bubble in the bottom-right corner.
Book a free 1:1 walkthrough - we’ll guide you live until it’s fixed.
💡 Supanote reassurance: You’ll never lose your client data.
Even if something glitches, your information stays encrypted and safe.