# Contact Canto support

> How to reach Canto support by email, what to include so we can help quickly, and what to expect after you write in.

Updated: 2026-08-16 · Canonical: https://usecanto.com/help/troubleshooting/contact-support/

Email us at [hello@tessa.ba](mailto:hello@tessa.ba) and a human will reply, usually within one business day. There's also a contact form on the site's home page, and the [support page](https://usecanto.com/support/) covers account and billing questions.

## What should I include?

The more of this you include, the faster we can help — usually in one reply instead of three:

1. **Your platform** — iPhone, Android, or the web app (and which browser, if web).
2. **What you were doing and roughly when it happened** — "yesterday around 3pm" is enough.
3. **For a recording problem**: the recording's title and date, and the status pill it shows (**Uploading**, **Queued**, **Transcribing**, **Failed**, and so on). That's enough for us to find it — please don't send us the audio.
4. **For a notetaker problem**: the meeting platform (Teams, Meet, or Zoom), the meeting time, and the status pill on the meeting card (for example **Notetaker wasn't let in** or **Notetaker failed**).
5. **The exact error message**, if you saw one — a screenshot works.

The email address on your Canto account matters too: if you write from a different address, mention which account the problem is on.

## Before you write in

These pages resolve the most common issues without waiting on a reply:

- Recording stuck or failed → [My transcription is stuck or failed](https://usecanto.com/help/troubleshooting/transcription-stuck/)
- Bot never showed up → [The notetaker didn't join my meeting](https://usecanto.com/help/troubleshooting/bot-didnt-join/)
- Recording locked on the free plan → [Why is my recording locked or not transcribed?](https://usecanto.com/help/transcription/locked-recordings/)
- Meetings missing from the app → [My calendar isn't syncing](https://usecanto.com/help/troubleshooting/calendar-not-syncing/)
- Can't sign in → [Troubleshoot sign-in](https://usecanto.com/help/account/troubleshoot-sign-in/)

None of them fit, or the fix didn't work? Write in — reports of things the help pages don't cover are exactly what we want to hear about.

## Billing questions

Mobile subscriptions are billed by Apple or Google, not by us, so cancellations and refunds go through the store you bought from. See [Manage or cancel your subscription](https://usecanto.com/help/billing/manage-or-cancel/) for the steps per store. If you were charged for something you didn't buy, email us and we'll help you chase it.

## Privacy and data requests

You can delete your account and everything in it yourself, from settings on any platform — see [Delete your account](https://usecanto.com/help/account/delete-account/). For a copy of your data, or questions about our privacy policy, email the same address and we'll respond within 30 days.

## What happens after I write in?

You'll get a reply from a person, usually within one business day. If the problem needs investigation on our side, we'll tell you what we found and what happens next — you won't be left guessing whether the report went anywhere.

Related articles:

- [My transcription is stuck or failed](https://usecanto.com/help/troubleshooting/transcription-stuck/)
- [The notetaker didn't join my meeting](https://usecanto.com/help/troubleshooting/bot-didnt-join/)
- [I can't sign in](https://usecanto.com/help/account/troubleshoot-sign-in/)