Support center
Check the answers below first. If you still need help, email us with your system version, app version, and the steps that led to the problem.
Contact us
Email support
[email protected]
We reply within 2 business days.
In-app feedback
Use the feedback option in the Mac menu bar, or in Settings on iPhone and iPad. The app automatically includes its version number.
Account and purchases
Visit your account to check your subscription and remaining quota. See the refund terms for purchase rules.
What to include in a report
- Your macOS, iOS, or iPadOS version and Vocena version.
- Your recognition model: Apple, Qwen local, or cloud.
- What you did, what you expected, and what happened.
- A screenshot, if it helps. Do not send recordings with private information unless we ask for them.
System requirements
| Platform | Requirements |
|---|---|
| Mac | macOS 15.5 or later. |
| iPhone and iPad | Requires iOS 26 or iPadOS 26 or later. To caption audio from other apps, you need a real device running iOS 27 or iPadOS 27. |
| Network | On-device recognition and translation work offline once you download the required models or language packs. Vocena cloud features need an internet connection. |
Common questions
Vocena cannot hear audio
On Mac, check microphone and screen/system audio recording permissions in System Settings. Capturing system audio requires recording permission. On iPhone, allow microphone and speech recognition access in Settings.
Recognition is inaccurate
Try another recognition model. Apple recognition runs on your device. Qwen requires a model download. Cloud recognition needs a subscription and an internet connection. You can save a different setup for each scene.
Is my audio uploaded?
Apple on-device recognition and local models process content on your device. Cloud recognition, translation, and AI send the content needed for processing. On iPhone and iPad, the app asks for your consent before it first sends anything. Local Mode blocks content uploads and cloud processing, but still lets you download models and language packs. See the privacy policy for details.
What is free?
Live captions are free, with no on-device time limit. A lifetime purchase unlocks translation and imported-audio transcription. On devices that support Apple Intelligence, it also adds AI replies and polish. A subscription adds Vocena cloud models and usage quota. Check pricing for current offers.
What happens when my quota runs out?
Cloud AI and polish pause when you use up your subscription quota. On-device captions and transcription keep working. The quota resets with the next billing period.
How do I cancel or request a refund?
Cancel a website subscription from your account. For an Apple subscription, open Settings on your iPhone, tap your name, then Subscriptions. Deleting the app does not cancel a subscription.
For Apple purchases, request a refund at reportaproblem.apple.com. Website purchases follow the refund terms.
Where are recordings and transcripts stored?
They stay in the library on your own device. You can delete them there. We do not keep a server copy of your library.
Can I use a purchase on both Mac and iPhone?
Yes. Lifetime and subscription access follow your Vocena account. Sign in with the same account on both devices to restore access.
How do I restore a purchase?
On iPhone or iPad, open Settings › Account and tap Restore purchases. For purchases made on Mac or on the website, sign in with the same Vocena account.
How do I delete my account?
On iPhone or iPad, open Settings › Account and tap Delete account. You can also delete your account on the website's account page, or email [email protected]. This deletes your Vocena account and cloud access. Your recordings and library stay on the device. Deleting your account does not cancel an App Store subscription. Cancel it in Settings › your name › Subscriptions.
About Vocena
Vocena is developed and operated by Whyeung Digital LLC, registered in Wyoming, USA.