Contact Canto support

Email us at 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 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
• Bot never showed up → The notetaker didn't join my meeting
• Recording locked on the free plan → Why is my recording locked or not transcribed?
• Meetings missing from the app → My calendar isn't syncing
• Can't sign in → 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 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. 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.