When a job fails
What a failed status means, why you aren't charged, and how to get help.
What Failed means
A project shows Failed when it couldn't produce a transcript. On the project page the reason appears in an Error card; in your lists it appears as a Failed status.
You aren't charged
If a job fails after minutes were charged, they're automatically refunded to your balance in full. Jobs that fail before transcription starts — such as a link that can't be read — aren't charged at all.
Common reasons
- A pasted link that's private, removed, or from a platform VocaFlow doesn't support.
- A file that couldn't be read as audio or video.
- Having no minutes or credits left — see Minutes and credits.
Trying again
Use Retry on the failed project — in the Projects list, on the dashboard or on the project page. It re-runs the same project, for uploaded files and pasted links alike, and is billed like a first attempt: you're only charged if it produces a transcript.
If a pasted link failed because the video is private or was removed, fix that first — make it public or check the URL — then retry. If the link still can't be read, the project fails again with the reason shown, and nothing is charged.
Getting help
Contact support, choose A job that failed and pick the project — its id and status are attached to your message automatically, so there's no need to copy them in.