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If your transcription key stops working or is removed

Transcripts pause and owners and admins are told. Fix the key and tap Test, or add a new one. KeyUp never switches to its own transcripts quietly.

If the key for your Space’s own transcription provider stops working, transcripts pause and talking works as usual. Here is what you see, how it comes back, and what happens when the key is removed.

If your key stops working

  1. Transcripts pause, and the owner and admins are told, for example Transcripts are paused: the transcription key for this Space isn’t working. A Space admin can fix it in Space settings. Talking works as usual.
  2. KeyUp never quietly switches to its own transcripts. Nothing is transcribed until the key works again.
  3. On the phone, the notice in the room can be closed with the X. It stays closed for that room until the reason changes, and then it comes back. Space settings keeps it.
  4. Test brings a paused Space back. Fix the problem at your provider (for example add credit), tap Test, and when the provider answers, transcripts start again at once. You can also save a new key, provider, address or model.
  5. KeyUp also tries again by itself, with the same quiet tone and never anyone’s voice: after 1, 2, 4, 8, 16 and 32 minutes, then every hour for up to 24 hours. If the provider answers, transcripts resume without you doing anything. A wrong or unreadable key is not retried, because only a new key can fix it.
  6. The owner and admins get a notice when transcripts pause and another when they are back on, on the phone and the web, and as a notification if KeyUp is closed on Android or in the web app. The iPhone app in private testing shows the notice only while KeyUp is open. Members get no notice.

When the key is removed

  1. Remove it yourself with Remove key in Space settings › Advanced › Transcription provider. KeyUp forgets the key. Your provider choice stays in the form, but nothing is sent until a key is saved again.
  2. KeyUp also removes the key by itself when the Space gets a new owner, when its owner deletes their account, and when the person who saved the key leaves the Space or is no longer an admin. A key saved by an owner or admin who stays is not touched when some other admin leaves.
  3. Owners and admins then see The transcription key for this Space was removed, with the reason. If the plan has transcripts, the Space uses KeyUp’s own transcripts (your plan’s rules apply). If the plan has no transcripts, the notice says Transcripts are off for this Space until a Space admin adds a new key in Space settings. Either way an admin can add a new key.
  4. Members are asked about KeyUp again when the provider changes, as for any change of provider. Your assistant key is separate and is not touched.

Still stuck? Email [email protected]. Tell us your phone and watch model and what you tried.