# Troubleshooting & FAQ This page covers common issues and frequently asked questions for Treasure AI Voice. ## Troubleshooting ### BLE Connection Issues **Problem**: The PLAUD device does not appear in the mobile app or fails to connect. **Steps to resolve**: 1. Ensure Bluetooth is enabled on your smartphone. 2. Confirm the PLAUD device is powered on and within Bluetooth range (within a few meters). 3. Close and reopen the Treasure AI Voice mobile app. 4. If the device still does not appear, restart Bluetooth on your smartphone by toggling it off and on. 5. Restart the PLAUD device by holding the power button until the display turns off, then powering it on again. 6. If the issue persists, unpair the device from your smartphone's Bluetooth settings and re-pair through the mobile app. ### Sync Failures **Problem**: Recordings are not uploading to the cloud after syncing from the device to the app. **Steps to resolve**: 1. Verify that your smartphone has an active internet connection (Wi-Fi or cellular). 2. Check that you are logged in to the mobile app with your credentials. 3. Ensure the app has not been restricted from background data usage in your smartphone's settings. 4. Open the mobile app and check the upload queue for any error indicators. 5. If uploads are stalled, force-close the app and reopen it to retry the upload. 6. Contact your administrator if the issue persists — the problem may be related to network policies or firewall restrictions. ### Audio Quality Issues **Problem**: Transcripts contain errors, or audio playback quality is poor. **Steps to resolve**: 1. Ensure the PLAUD device's microphones are not obstructed (e.g., covered by a case, pocket, or fabric). 2. For desk meetings, place the Note Pro on the table with the microphone side facing up, within 5 meters of all speakers. 3. For phone calls, ensure the Note Pro is attached to the back of your smartphone via the MagSafe case for optimal vibration sensor pickup. 4. Minimize background noise where possible — while AI noise cancellation handles most environments, extremely loud settings may affect quality. 5. Check the device's firmware version in the mobile app and update if a newer version is available. ### Device Not Charging **Problem**: The PLAUD device does not charge or the battery indicator does not update. **Steps to resolve**: 1. Use the original charging cable provided with the device. 2. Ensure the charging contacts on the device are clean and free of debris. 3. Try a different USB port or power adapter. 4. Leave the device connected for at least 15 minutes before checking the battery indicator. 5. If the device still does not charge, contact support for a replacement. ## Frequently Asked Questions ### Account & Invites **What authentication methods are supported?** Treasure AI Voice supports **Sign in with Google** and **Email / Password** authentication. Direct integrations with SAML 2.0, Microsoft Entra ID (Azure AD), and Okta are not currently supported. **Can I enforce SSO through Okta, Entra ID, or another corporate IdP?** Not directly. For the time being, organizations that gate Google Workspace sign-in through their corporate IdP can use **Sign in with Google** to inherit that gate at authentication time. This only affects new sign-ins — existing sessions stay active until the session token expires, and the Treasure AI Voice user record is not removed automatically. An Enterprise Admin must also remove the user from the Members page to fully revoke access. **What do I do after I receive an invite link?** Open the link on any device — often easiest on mobile. Choose Sign in with Google or Email / Password; this creates your account and activates your invite. Afterwards, open the mobile app or web dashboard at any time with the same sign-in method. You don't need the invite link again. **My invite link says "the invite is invalid" when I open it a second time. What happened?** Invite links are single-use. Once you've used yours to create your account, the link is retired. Open the mobile app or the web dashboard directly and sign in with the same method (Sign in with Google or Email / Password) you used when accepting the invite. **I accepted my invite. How do I sign in to the mobile app?** Download the Treasure AI Voice mobile app, open it, and sign in using the same method you used to accept the invite — Sign in with Google or Email / Password. Your account is already active, so the mobile app signs you in directly. **My invite link expired. Can I get a new one?** Yes — ask your organization admin to generate a fresh invite for you from the Members page. The old link won't be reactivated, but the new one lets you activate your account the same way. **How do I change the email or sign-in method on my account?** Accounts are tied to the email address your admin invited. To switch, ask your admin to remove your existing account and send a new invite to the address you'd like to use going forward. **How do I get admin access to the web dashboard?** Enterprise Admin access is granted by an existing admin when they invite you. If you were invited as a Regular User and need admin access, ask an Enterprise Admin in your organization to re-invite you with the admin role. **I can sign in, but the web dashboard won't open for me. Why?** The web dashboard is for Enterprise Admins. Regular Users manage their recordings and account from the mobile app. If you believe you should have dashboard access, ask your Enterprise Admin. ### Data Privacy & Security **Is my audio data used to train AI models?** No. Audio and transcript data processed by Treasure AI Voice is never used for AI model training. This is a strict, contractual guarantee. Your corporate data remains fully private. **Where is my data stored?** Data is stored in region-specific cloud data centers (Japan, US, or EU). Your organization's data never leaves its designated region. Data residency is configured during initial tenant setup. **Does audio data pass through PLAUD's servers?** Yes, for transcription only. Treasure AI Voice uses PLAUD's Transcription API to process audio. However, audio data is deleted from PLAUD's servers immediately after transcription is complete. The data is never used for AI model training. **How long is my data retained?** All recordings, transcripts, and audit logs are automatically retained for 7 years to meet compliance and e-discovery requirements. ### Recording & Transcription **How many languages are supported for transcription?** Treasure AI Voice supports transcription in 112 languages with automatic language detection. No manual language selection is required. **How long can I record continuously?** The PLAUD Note Pro supports up to 50 hours of continuous recording on a single charge (500mAh battery). **What is the effective recording range?** The PLAUD Note Pro can capture clear audio from up to 5 meters away, even in moderately noisy environments, thanks to its 4 MEMS microphones and AI noise cancellation. **How accurate is the transcription?** Transcription accuracy depends on audio quality, background noise, and speaker clarity. For best results, place the PLAUD Note Pro within 5 meters of speakers on a flat surface, or wear the NotePin S close to the conversation. AI noise cancellation helps maintain accuracy in moderately noisy environments. **How long does transcription take?** Transcription typically completes within a few minutes after the recording is synced and uploaded. Processing time may vary depending on the length of the recording and server load. **Can it handle meetings with multiple languages?** Treasure AI Voice supports automatic language detection and can transcribe meetings where multiple languages are spoken. The AI will detect and transcribe each language segment accordingly. **What AI models power the summarization?** Treasure AI Voice uses advanced language models for generating multi-dimensional summaries and action items. **Can I close the app during transcription? Does it continue in the background?** Keep the app open while the recording is transferring from the device and uploading to the cloud — iOS and Android can pause Bluetooth and network activity when the app goes to the background, which can interrupt the transfer. Once the status shows **Transcribing**, it's safe to close the app; transcription runs on our servers and continues on its own. The transcript will appear when you reopen the app. **What happens if my phone screen locks while a recording is uploading?** The same applies when closing the app — keep your phone unlocked until the recording reaches **Transcribing**. After that, you can lock your phone and the transcript will appear when you reopen the app. **Who else in my organization can see my recordings?** By default, only you can see your own recordings and transcripts through the mobile app. Enterprise Admins can access all recordings from the web dashboard for compliance and oversight. **Can I edit the text of a transcript?** Transcript text is read-only and reflects what the AI heard. You can assign names to speakers (speaker labels), but the transcript content itself can't be edited. For best results, record with the device placed close to speakers. **Can I download or export my recordings?** The mobile app and web dashboard let you copy the transcript and AI-generated notes to your clipboard. Audio file download isn't offered today. ### Device Management **I opened the app and it just says "Scanning…" — it never finds my device.** On iOS, Bluetooth permission for an app can be disabled between reinstalls. Open **Settings > Privacy & Security > Bluetooth**, find **Treasure AI Voice**, and make sure the toggle is on. Then relaunch the app and scan again. Also confirm your PLAUD device is powered on and within a few meters of your phone. **My device is stuck on "Initializing device connection…" and won't proceed.** A small class of app updates changes how encryption keys are managed on the device, and in rare cases the device will need either a factory reset or an **unbind → update → re-bind** sequence to come back online. These updates are rare to non-existent in normal operation, and your administrator will communicate the required steps ahead of time when one applies. If your device is stuck and you haven't received such communication, please contact your Treasure Data representative — we'll help you get it back online. **I upgraded the app and now my PLAUD device won't pair.** App upgrades generally don't require any action on your side. A small class of updates changes how encryption keys are managed on the device; those require you to unbind the device from the previous version of the app before installing the new one, then re-bind it afterwards. These updates are rare to non-existent in normal operation, and your administrator will communicate the unbind → update → re-bind steps ahead of time when one applies. If you've already upgraded and can't pair, please contact your Treasure Data representative. **Can I use the app on iPad?** iPad support is coming soon. For now, the app is designed for iPhone.