Frequently Asked Questions (FAQ)
The most common questions about VoxScriber in one place: cycles, plans, payments, formats, transcription turnaround times, WhatsApp, API, security, and support.
Short answers to the questions our support team receives the most. Each answer links to the full article.
Cycles and plans
What is a cycle and how many minutes is it worth?
1 cycle = 15 seconds of audio on the default (Premium) engine — in other words, 1 minute = 4 cycles. Each engine consumes differently: Standard (Whisper) costs 1 cycle/min, Premium 4 cycles/min, and Ultra 10 cycles/min. Nano transcription, in the browser, costs 0. See Cycle system.
Do my leftover cycles roll over to the next month?
Yes. At renewal, the plan's cycles are added to what was left over, with a cap of 2× the plan's cycles. Individually purchased cycles (hour packages and balance) never expire. See How credits work.
If I cancel, do I lose what I bought individually?
No. Cancellation takes effect at the end of the already paid cycle, and active individual purchases are preserved even if the account returns to the free plan.
Upload and transcription
Which file formats can I upload?
14 audio formats and 19 video formats are natively accepted (MP3, WAV, M4A, WhatsApp OGG, MP4, MOV, MKV...), and 29 others are converted automatically. Uploaded a video? We extract the audio on the server. See Supported formats.
How long does a transcription take?
Audio up to 5 minutes usually finishes in under 1 minute; recordings of 1 hour or more can take 5 to 10 minutes, depending on the engine and the queue.
My transcription failed. Was I charged? Do I need to resubmit?
No and no. Cycles are only deducted after successful completion, and temporary failures go into automatic retries (up to 8 over ~24 h, with follow-up emails). See Status and maintenance.
My upload dropped halfway. Do I start over from zero?
No — large uploads resume from the last completed block when you try again with the same file.
Payments and invoices
Which payment methods do you accept?
In Brazil: PIX (one-time and subscription via Automatic PIX) and card. Outside Brazil: card, charged in dollars or euros depending on your region. Boleto is available only for businesses (PJ). See Business billing.
Do you issue invoices?
Yes, automatically, minutes after payment confirmation for PIX and business boleto. Card payments (Stripe) are outside the NFS-e flow for now. That's why CPF/CNPJ is requested for PIX payments.
I paid the PIX but the screen didn't update. What now?
The QR code expires in 30 minutes, and confirmation usually comes in seconds. If you paid and it wasn't credited within a few minutes, open a ticket with the receipt — the charge is recorded and verified with the provider.
WhatsApp and API
Can I transcribe via WhatsApp? On which plan?
On all plans, including free. Link your number and send the audio to the Vox bot; people without an account get 1 free sample per number (audio up to 5 min). See Transcribe via WhatsApp.
Which plan do I need to use the API?
Starting from Professional (R$ 39.90/month). Up to 20 keys per account, 60 requests/minute per key, and the key is shown only once. See Transcription API.
Account and security
How long do you keep my files?
Audio stays for 30 days after transcription (7 days when in retries). The transcription text stays until you delete it — or for the retention period you set in privacy settings.
Are my transcriptions encrypted?
Yes — content, speakers, and rich data are encrypted (AES-256-GCM) for all plans. Users in Europe have data stored in European infrastructure.
I want to change my login email. How do I do that?
An already verified account can't change its email on its own — contact support. Recently created accounts (under 48 h, not verified) can correct the email on the verification screen itself.
Support
How do I contact support and what's the response time?
Open a ticket at /support/ticket — you'll receive a protocol (VPT format + date) and can reply directly by email. Deadlines by priority: urgent ≤2 h, high ≤4 h, normal ≤24 h, low ≤48 h.
My ticket closed by itself. Why?
Tickets waiting for your response receive reminders at 24 h/48 h/72 h and close as resolved on the 3rd day without a reply. To reopen, simply reply to the ticket email with the protocol in the subject.
Didn't find your question? Open a ticket — our team replies fast.