Help Center

Common issues and how to resolve them.

My upload failed

Confirm your file is one of the supported formats: MP3, MP4, M4A, WAV, OGG. The maximum file size is 500 MB. If it's still failing, try a different browser or check your network connection.

I paid but didn't receive my brief

Check your spam folder first. Briefs come from briefs@trootone.com. If it's not there, your payment is recorded against your Paystack reference. Email hello@trootone.com with that reference and we'll deliver your brief manually within 24 hours.

Processing is stuck

Briefs typically take 1 to 3 minutes. If the page has been on the processing screen for more than 10 minutes, your brief has likely failed. Refresh the page. If you see an error screen, follow the on-screen instructions.

A name or term in my brief is wrong

Our system may occasionally mishear names, technical terms, or words spoken with regional accents. We mark suspected words with [?]. Review your brief before sharing externally.

I need to use my multi-brief pack on a different device

Open the magic link in the email you received after payment. It works from any device, no login required. Don't share the link. It's the only key to your pack.

My free brief was rejected

The free tier is one per email and one per device. If you've already used it, choose a paid plan. If you used a temporary email address, that won't work, so please use a permanent inbox.

Still stuck?

Email hello@trootone.com with your reference number. We reply to every message within 24 hours.