Troubleshooting

I speak but no text appears in the box

On some phones, especially Android, words don't appear while you're talking. We transcribe your recording once you stop.

1. Tap the microphone again to stop recording.
2. Wait a few seconds. Your words should appear in the box.
3. If nothing appears, check that the recording lasted more than a second or two and try again.
4. Still nothing? Type your answer instead. You can carry on as normal.

The microphone won't start

Your browser or device has blocked microphone access. If so, you'll see a note under the text box.

• iPhone or iPad: Settings → Safari → Microphone → Allow. Then reload the page.
• Android (Chrome): tap the icon to the left of the web address → Permissions → Microphone → Allow.
• Computer: click the icon to the left of the web address and allow the microphone. On a Mac, also check System Settings → Privacy & Security → Microphone.
• Make sure the address starts with https://hypnotrack.com.
• If Low Power Mode is on, turn it off and try again.
• Work phones and laptops sometimes block the microphone. Try a personal device, or type your answers.

Opened from Instagram, Facebook or TikTok? These apps usually block the microphone. Tap the menu (⋯) and choose "Open in browser".

My recording stopped partway through

Recording pauses if you switch apps, use split-screen, take a call, or your screen locks. Keep the page open and in front until you've finished, then record the answer again.

On Samsung phones, voice assistants such as Bixby can take over the microphone. Close them before recording.

There's no microphone button on my device

Older iPhones and iPads running iOS 14 or earlier can't record audio in the browser. Type your answers instead, or update to iOS 15 or later if your device supports it.

My words are taking a long time to appear

A slow connection can delay transcription, especially for long answers. Wait up to a minute, then try recording again. Splitting a long answer into shorter recordings also helps.

The pay button is stuck on "Processing"

Don't pay again yet. Your payment may already have gone through.

1. Check your email for a confirmation from Hypnotrack.
2. Check your banking app for a pending payment.
3. If you paid with Klarna, Clearpay or another option that opens a new window, finish the steps in that window and don't close it early.
4. If there's no confirmation and no pending payment after 10 minutes, reload the page and try once more.

If you see a pending payment but no email, contact us with the email address you used.

My discount code didn't apply

• If a partner gave you a link, open that link again rather than typing our web address.
• If they gave you a code, enter it in the discount box at checkout. This works even if the link didn't.
• Private or incognito browsing can lose the discount between pages. Use a normal window.
• Check the code has no extra spaces.

I've been charged but haven't received an email

1. Your personalised session takes a little time to create. Allow a few minutes.
2. Check your spam, junk and promotions folders.
3. If you use iCloud "Hide My Email", check the address it forwards to.
4. Check the email address on your payment receipt for typos.

Still nothing after an hour? Contact us and we'll send it again.

I'd like a refund

Hypnotrack has a 14-day money-back guarantee. Contact us within 14 days of purchase with the email address you used.

My download link doesn't work

Download links in emails expire after about 7 days, for security.

1. Sign in to your account. Your sessions are always there with fresh links.
2. If the link still fails, you may be on a work or school network that blocks downloads. Try mobile data or your home Wi-Fi.

The audio plays but I can't hear anything

• iPhone: check the silent switch on the side is off, or the Action button isn't set to silent.
• Turn the volume up while the audio is playing.
• Check whether Bluetooth headphones or a speaker are connected somewhere else in the room.
• Check Focus or Do Not Disturb settings.
• Try switching between headphones and your device's speaker.

The audio sounds delayed or echoey

Bluetooth headphones add a short delay, and some add processing that sounds like echo. This is normal. For the clearest sound, use wired headphones or your device's speaker.

The audio doesn't start on its own on my iPhone

iPhones only play audio after you tap. Press the play button on your account page to begin.

My sign-in link doesn't work

Each sign-in link works once, and only for 24 hours.

1. Go to your account page and request a new link.
2. Open the new link on the device you want to use. A link opened on your computer won't sign you in on your phone.
3. Don't forward the email before clicking. Open it straight from your inbox.

I keep getting signed out

• Private or incognito windows sign you out when you close them. Use a normal window.
• Safari signs you out of sites you haven't visited for 7 days. Request a new sign-in link.
• Clearing your browsing data also signs you out.

My daily check-in emails haven't started

Check-in emails only start once you choose a start date. Sign in to your account and select Start Journey. We don't send them unless you ask.

I'm using a work email and nothing arrives

Some organisations block emails from outside senders. Ask your IT team to allow emails from hypnotrack.com, or contact us to change the email address on your account.

The page keeps loading and never finishes

• On hotel, café or train Wi-Fi, open any other website first. You may need to accept the network's terms.
• Switch to mobile data and reload.
• Turn off VPNs and ad blockers for hypnotrack.com, as they can block parts of the page.

I see "connection refused" or payment won't load at work

Work and school networks often block payment forms and audio downloads. Try again from home or on mobile data.

Part of the page is cut off or runs off the screen

1. Reload the page. On a phone, pull down from the top of the page.
2. Update your browser to the latest version.
3. Reset the zoom level, or turn off any large-text setting just for this page.

If it still looks wrong, send us a screenshot and tell us which phone you're using.

A fix mentioned here isn't working for me

Your browser may be showing an older copy of the site. Do a full reload: on a computer, press Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows); on a phone, pull down to refresh or close and reopen the tab.