This article covers the usual mobile recording and upload failures. Most "lost" recordings are still on the phone under Pending uploads; phone calls, Bluetooth audio, and backgrounding the app are the common reasons a recording stops or never reaches the dashboard.
My recording is waiting to upload
If you're offline, recordings are stored on your device until an internet connection is available. Once you're back online, uploads begin automatically.
If an upload fails, open Pending uploads and select the Try again arrow.
I can't access a meeting while offline
Only meetings and transcripts that you have previously opened are available without an internet connection.
Connect to the internet to download additional meetings and transcripts.
My recording stopped unexpectedly
A recording can be interrupted if:
You receive or make a phone call.
Your device interrupts the recording session.
The app automatically starts a new recording after the interruption. You'll see two separate recordings once processing is complete.
I can't record a phone call
The mobile app cannot record phone calls made on the same mobile device.
To capture a Microsoft Teams call, join the call on your computer, make sure audio is playing through your computer speakers, then use the mobile app to record the conversation.
See here for how you can get phone call recordings onto Marloo
My Bluetooth headset disconnected
If your Bluetooth microphone disconnects during a recording, the app automatically switches to your phone's microphone so recording can continue. Start a new recording if you'd like to use it again.
I forgot my App Lock method
If you've forgotten your App Lock method, sign out of the app and sign back in using your account credentials. Your App Lock method will then clear.
Separately, while logged in, you are able to change your App Lock method:
Open Settings.
Select Account settings.
Select App lock, then choose your preferred App Lock option.
Sign in to the mobile app
Make sure you're using the same email address and password you use for the desktop website.
The steps are below.
Select Log in.
Enter your email address and password, then select Continue. Your password may autofill if it is saved in your password manager.
If you have multi-factor authentication (MFA) enabled, enter the code from your authenticator app.
Choose an App Lock option to protect access to the app.
Once you've completed these steps, you're ready to record and review meetings.
Continue recording while offline
If you lose your internet connection, you can continue recording as normal. Your recordings are saved securely on your device and upload automatically when you're back online.
While offline, you can:
Start new recordings
View meetings you've already opened
Read transcripts that have already been downloaded
If an upload can't be completed, it appears under Pending uploads, where you can retry or discard it.
Note: Only meetings and transcripts you have already opened on your device are available offline.
Your upload will appear as 'Pending' when you are offline and 'Syncing' when you return online.
Recordings may be split if interrupted
If a recording is interrupted, for example by an incoming phone call, the app automatically resumes recording when possible.
You'll see two separate recordings:
Before the interruption
After recording resumes
Both recordings upload and process independently.
Contact support
If you need further help, you can message support directly from the app.
Open Settings.
Select Message support.