Support
Nearly every problem comes down to one of three things: a macOS permission, the speech model, or the notes provider. The three checks below fix most of them in a minute. If not, an engineer is one email away.
Email an engineer
app.support@bitsummit.comA person reads every message. No ticket bot, no tiers.
Or click the menu bar icon and choose Send Feedback. That form is the only thing the app can ever send us.
Before anything else
You will notice the recording has your voice and nobody else's.
macOS only lets an app hear another app's audio through this permission.
You will notice recording fails at once, or a message says the model is missing.
Transcription runs on the Mac, so a Whisper model has to be on the Mac. It is downloaded once, about 470 MB.
You will notice the transcript arrived but there are no notes.
The model that writes the notes is not running or not reachable. The transcript is always kept, so nothing is lost.
Troubleshooting
The Screen Recording permission is missing. Open System Settings → Privacy & Security → Screen Recording, turn on NoteHand, then quit and reopen the app. This is check 1 above.
Detection works for Zoom, Teams, Meet, FaceTime, Slack and Discord when the app is in front of you, and only for the apps you left ticked in Settings. A meeting in a browser tab or a phone on speaker is not detected. Press ⌘⇧R or choose Start Manual Recording from the menu bar. Manual recordings get the same notes.
Nothing is recorded until you choose to. Detection only offers. Turn off detection for that app in Settings → Detect these apps if you would rather not be asked.
Audio is written as it goes, so everything up to that point is kept. Open the Library and the meeting will be there with what was captured.
Either no notes provider is set up, or the one you chose did not respond. Check Settings → Notes. With Ollama, make sure it is running. With an API key, make sure it is still valid. This is check 3 above.
Anywhere from a few seconds to a couple of minutes, depending on the speech model size, the length of the call and the notes provider. A large local model on a long call is the slowest case. Switch to a smaller speech model in Settings → Models if you prefer speed over the last bit of accuracy.
In the folder you chose during setup, organised as YYYY/MM/YYYY-MM-DD-title.md. If you skipped that step, set a folder in Settings → Export and new notes go there. Right-click any meeting in the Library to show its file in Finder.
Yes, in Settings → Export. New meetings are written to the new folder. Files already written stay where they are; move them yourself if you want everything together.
The notes are a reading of the call by the model you chose; the transcript underneath is the record. A larger speech model improves the transcript, and a stronger notes model improves the reading. Both are settings, not purchases.
Coach works from the transcript and the notes provider. If transcription is running (check 2) and the notes provider responds (check 3), the first update arrives a few minutes into the call. With no notes provider configured, Coach has nothing to write with.
When the call ends, Coach says so and stops on purpose. If the call is still going, check that recording is still running in the menu bar.
No. Coach is a window on your Mac. Nothing joins the call and nothing is announced. Consent to record remains your responsibility.
That is how the App Store version works: it copies the text and asks you to press ⌘V, because the App Store build cannot request Accessibility. If you have the direct download, the Accessibility permission is missing: System Settings → Privacy & Security → Accessibility, turn on the app, then quit and reopen it.
You switched apps before letting go of the shortcut, so the app was not sure where to put the text. Instead of pasting into the wrong window, it holds on to it. Click into the right field and choose Re-insert Last Dictation from the menu bar.
Change it in Settings → Dictation shortcut. The default is ⌥Space.
No. Dictated audio is processed in memory and discarded. Your clipboard is put back the way it was after the text is inserted.
App Store purchases are tied to your Apple ID. On the other Mac, open Settings → License → Restore while signed in with the same Apple ID.
Migration Assistant brings your meeting history across with the rest of your data. Your exported markdown files are the portable copy either way. Restore the purchase as above.
Unlock for US$19 once, from the menu bar or Settings → License. Everything you recorded during the free meetings stays. See Pricing.
Purchases through the Mac App Store follow Apple's refund process, started from your Apple account. For the direct download, write to app.support@bitsummit.com and a person will reply.
Use the App Store version. It works with Apple Business Manager and any device management tool, and does not need the Accessibility permission on each Mac. BITSUMMIT can plan the rollout, pre-load the speech model, set a standard notes provider and complete your security questionnaire. See Teams and IT or write to sales@bitsummit.ca.
Everything is on the Privacy page: what runs where, what can cross the line, the permissions and why. Send the questionnaire and we will complete it.
Writing to us
Still stuck?
Made by BITSUMMIT, a managed IT and security services company in Toronto and Halifax. Support is what we do all day, and an engineer reads every message.
