If a mobile recording stopped, sounds wrong, or has not reached the web, start here. Most "lost" recordings are still on the phone under Sync queue, and most audio problems come from the phone's microphone being covered, too far away, or in use by another app.
My recording is not on the web
Open the meetings list on your phone and tap Sync queue.
Pending upload or Syncing upload: the phone is still sending it. Keep the app installed and connected; any mobile or Wi-Fi connection works.
Failed upload: tap Retry. If it fails again, check you are signed in to the right firm and try once more on a different connection.
Nothing in the queue: the recording has uploaded. On the web, look under Past meetings for an Untitled meeting at the right date and time, then rename it and attach the client.
Do not discard a recording from the queue unless you no longer need it; discarding deletes the file from the phone permanently. If you signed in to a different Marloo account or firm since recording, the queue also offers to import recordings made under the other login.
My recording stopped early
A phone call came in or you made one. The app saved the recording up to that point and started a second recording when the call ended. Both upload and appear on the same meeting, and the summary uses both.
Another app took the microphone (for example a call on Teams or WhatsApp). You will see Microphone unavailable. Close the other app and tap Start recording again.
Your phone ran out of space. At around 20 MB free the app stops and saves what it has. Free up space, then start a new recording.
Locking the screen or switching apps does not stop a recording. If yours stopped without one of the causes above, message us from Settings > Message support with the meeting name and the time, and use Send diagnostics if it appears in your Settings (see below).
The transcript is blank, quiet, or puts everyone under one speaker
The app records through the phone's built-in microphone only. Headsets and Bluetooth devices are not used, so they are not the cause.
Keep the phone on the table between speakers, screen up, and not in a pocket, bag or case that covers the microphone.
For a couple or a group, sit the phone an equal distance from each person. When two voices are similar and close together, the transcript may merge them; you can rename or split speakers on the web afterwards.
For a video call played through your computer, turn the computer speakers up and place the phone next to them. Do not use headphones on the computer.
If the transcript is completely blank, another app probably held the microphone when you started. The audio cannot be recovered; record a short voice note of the key points while they are fresh.
I want to record a phone call
The app cannot record a call made on the same phone. Record the call with your phone's own call recorder, then upload the file to a meeting with Upload a recording. See Recording phone calls on iPhone or on Android.
I can't open a meeting while offline
Only meetings and transcripts you have already opened on the phone are available offline. Reconnect to load others.
I can't sign in
Use the same email and password as the web. Tap Log in, enter your details and tap Continue.
If your firm uses single sign-on, tap Continue with SSO instead of entering a password.
If you are asked for a code, open your authenticator app. If your firm requires MFA and you have not set it up, the app makes you set it up before continuing.
If the app shows an update screen before you can sign in, install the update from the store. Very old versions are blocked.
I forgot my app lock PIN
On the lock screen, tap Log out. Sign in again and the lock is cleared; choose a new method when prompted or later under Settings > App lock. Changing the method while signed in asks you to confirm the current one first.
Deleting recordings and meetings
Deleting a recording on the phone also deletes its transcript. Deleting a meeting deletes the meeting and all its recordings. Neither can be done while a recording is in progress, and neither can be undone.
Still stuck?
Open Settings > Message support and tell us the meeting name and roughly when you recorded. If your firm has Send diagnostics in Settings, use it first: it uploads the app's logs and any recordings still on the phone and gives you a reference number to include in your message. Not every firm has this option yet.