FAQ

1) Payments & Billing

Learn how to upgrade or downgrade your NoNotes account, troubleshoot billing issues, find invoices and more.

Why did my credit card or PayPal payment fail?

There are numerous possibilities for a failed credit card payment, but the most common are entering your credit card information, address or 3 digit security code on the back of your card incorrectly. If you are sure you’ve entered all your information correctly, please send us an email to help@nonotes.com. We’re more than happy to credit you call recording minutes until we can sort out payment.

How do I update my NoNotes billing information?

If you need to update your credit card information please contact us at help@nonotes.com. We’re currently working on a way for you to update your information on our website.

How do I cancel automatic monthly payments for my NoNotes subscription?

Login at www.nonotes.com and select “My Plan” icon and choose our Freemium or Pay Per Use Options. You can also deactivate your account my selecting My Account > Manage Profile and Deactivate.

Can I subscribe for more than one year and pay in advance?

Absolutely, if you’d like to discuss your options send us an email to help@nonotes.com. We’re more than happy to provide you with a multi-year discount.

Can I have an invoice for my NoNotes subscription?

Yes, login at www.nonotes.com, select “My Account” > “Invoices”

Can I change the date I’m billed for my subscription renewal?

Yes, please send us an email to help@nonotes.com including your registered email address and the new date you would like us to take payment.

I’m currently on the NoNotes $10/month subscription. What happens if I’m on a call and need more minutes?

As soon as you exceed your 100-minute allotment , our system will automatically trigger another 100-minute purchase. You won’t notice anything on your call.

2) Upgrading / Downgrading

How much does NoNotes cost?

We currently have 3 paid call recording options:

  • Pay Per Use at 25¢/min
  • Monthly Subscription at $10/mth unlimited
  • Unlimited Call Recording for $8/mth unlimited*
*Please note there is an upfront charge of $96 for this plan that covers you for the entire year.

After I use my 20 free minutes, what’s next?

If you require more time you can upgrade in the app, and select My Account > Buy More Time. You can also login at www.nonotes.com, select Your Plan icon and choose to upgrade to one of our paid plans.

How do I cancel my paid subscription and return to a NoNotes Freemium account?

Login at www.nonotes.com, select “My Plan” > and choose our Freemium option.

How do I downgrade or switch from a plan?

Login at www.nonotes.com and select “My Plan” icon. You’ll see options to switch to our Freemium, Pay Per Use, Monthly Subscription or Unlimited plans.

I paid for minutes but they’re not showing up, what do I do?

Please email us at help@nonotes.com. In the meantime you can continue to make calls. We won’t cut you off!

3) Sharing Files

How do I share files with other people?

There are 2 ways to share files with people. In the app, select your call and “Email Audio Link”. From the website, select your call and choose the mail icon on the “Your Recording” page. Make sure to enter your own email address as the ‘from’ address. You can also download an mp3 recording of your call from the website and then share the file as an attachment.

Can I share files with non-NoNotes users?

Yes, just send them the file from the app or from the website using the mail icon.

Can I change the time zone that my calls are displayed in?

All calls are displayed in Eastern Standard Time. We’re currently working on displaying your calls in your local time zone.

What happens to old/deleted files?

We don’t delete old files. If you delete a file and would like it restored please contact us at help@nonotes.com.

My files are missing, is there a way I can retrieve them?

There is a possibility we can restore missing files, please contact us at help@nonotes.com

How many calls can I store in my NoNotes account?

Our website currently displays your last 150 calls. Anymore than this would create a slow browsing experience.

I deleted my call, but the share link still works. What do I do?

Please contact us at help@nonotes.com

4) Security & Privacy

Manage Account Security

How do I delete my NoNotes account?

Please contact us at help@nonotes.com indicating you would like for us to delete your account.

How do I change my password?

Login at www.nonotes.com, select “My Account” > “Manage Profile” > Change Password. This will change your web password only. To change your app passcode, please contact us at help@nonotes.com.

How do I delete a recorded call?

In the app, select your call and select the Delete button on the “Your Call Details” page. From the website, select “My Recordings”, tick the checkbox of the call(s) you would like to delete and select “Delete” from the dropdown menu above.

How secure is NoNotes?

We use 128bit SSL Encryption. Our passwords are doubled hashed and only Internal NoNotes staff have access when transcription permission is granted. All our servers are located in class-A facility with climate control, retinal scan access and around the clock security.

How do I remove a phone number from my account?

Login at www.nonotes.com, select “My Account” > Manage Numbers and Delete.

Why does the NoNotes app need to access my contacts?

We ask to access your contacts so you can choose from you list of contacts when recording calls. Otherwise, you’ll have to manually enter every number you call.

How do you ensure transcription confidentiality?

All of our transcriptionists have signed confidentiality agreements as part of their employment contracts. We also have a standard Non-Disclosure Agreement (NDA) that we activate or we will sign any NDA that you wish to put in place. We are also happy to sign any additional legal information that you might have.

5) Downloading / Uploading

How do I download my audio file?

Login at www.nonotes.com, select My Recording, select your call and then select the Download button. If download does not occur automatically try right clicking the download button and ‘save link as’.

How do I upload a pre-recorded audio file to the NoNotes website?

Login at www.nonotes.com, select the ‘Upload Recording’ tab and upload your file from your computer. *Note: You’ll need transcription minutes in your account in order to do so.

The upload function isn’t working, what should I do?

Send us your file to help@nonotes.com. If the file size is too large, you can share the file using DropBox with us at help@nonotes.com.

How do I download my transcription?

Login at www.nonotes.com, select My Recordings, select your call and select GET TRANSCRIPT.

I can’t seem to open my transcription?

Please update your current version of Microsoft Word. If this doesn’t work, send us an email to help@nonotes.com

6) Sign In Help

I forgot my website password

Use the password reset link. If this does not work please contact us at help@nonotes.com requesting a password reset. Please provide us with your registered email address.

I forgot my app passcode

Use the app password reset feature, if this does not work please contact us at help@nonotes.com. Please provide us with your registered email address.

The app says my phone number already exists

You have already registered a NoNotes account with your phone number. Please contact us at help@nononotes.com.

How can I change my app passcode when I’m logged in?

Select “My Account > Edit and change your passcode.

Every time I try to log in to the website, it keeps bringing me back to the sign up page. What do I do?

You’re most likely using incorrect login information. Try using the password reset feature. If this does not work, please contact us at help@nonotes.com.

7) App Help

The app won’t let me sign in

Make sure you’ve entered your phone number and 6-digit passcode correctly. Remember to enter your phone number as area code + 7 digits. Ex: 8885110267.

I’m getting ‘Originate Failed’ error when trying to make calls

Please contact us at help@nonotes.com and include your registered phone number. In the meantime you can use our manual call recording service by dialing 1-888-296-7746 and following the prompts.

The number I’m calling is not recognized, what should I do?

Please contact us at help@nonotes.com and include your registered phone number, the number you’re trying to call and the time you tried to call at. In the meantime you can use our manual call recording service by dialing 1-888-296-7746 and following the prompts.

The app just says “loading”. It seems frozen – what should I do?

Try exiting and reopening the app. If this fails, try deleting and re-installing the app. If this fails, please send us an email at www.nonotes.com. In the meantime you can use our manual call recording service by dialing 1-888-296-7746 and following the prompts.

I selected Record and Transcribe, and I don’t want the file transcribed. What do I do?

Contact us at help@nonotes.com and let us know which call you would like us to cancel transcription for. We’ll also refund your transcription minutes.

8) Pricing

How much does call recording cost?

  • Pay Per Use at 25¢/min
  • Monthly Subscription at $10/mth unlimited
  • Unlimited Call Recording for $8/mth unlimited*
* Please note there is an upfront charge of $96 for this plan that covers you for the entire year.

How much does transcription cost?

Transcription is priced per audio hour as follows:

  • 1 hour = $40
  • 5 hours = $180 ($36/hour)
  • 10 hours = $340 ($34/hour)

I need both call recording & transcription, how much does this cost?

We offer the following Bundles:

  • 1 hour = $43
  • 5 hours = $195 ($39/hour)
  • 10 hours = $370 ($37/hour)

If I purchase a NoNotes Bundle, how long will the minutes stay in my account?

Bundle minutes do not expire.

If I purchase call-recording minutes, how long will they stay in my account?

If you sign up to our monthly subscription for $10/100 minutes, your minutes will expire at the end of the month.

I am not receiving any email notifications – what should I do?

Make sure to check your SPAM folder first. If you can’t find our emails in SPAM, please contact us at help@nonotes.com and include your registered email address.

I need to buy a bundle with more hours than you offer. How can I proceed?

We’re more than happy to offer you a bulk discount. Please contact us at info@nonotes.com and provide us with the following details:

  • Estimated number of hours needed
  • Expectations for turnaround time (in days)
  • Number of speakers
One of our sales reps will contact you shortly thereafter.

9) Transcription

What is the turnaround time for transcription?

Standard turnaround time varies from 1-3 business days depending on our volume at the time.

Where are your transcriptionists located?

Our transcriptionists are located in house and we maintain longstanding global partnerships.

What is your confidentiality policy?

All of our transcriptionists have signed confidentiality agreements as part of their employment contracts. We also have a standard Non-Disclosure Agreement (NDA) that we activate or we will sign any NDA that you wish to put in place. We are also happy to sign any additional legal information that you might have.

How are my audio files stored?

Your audio files are all stored on our server. Our server is located in class-A facility with climate control, retinal scan access and around the clock security.

If I’m not satisfied with the quality of my final transcript, what should I do?

Please contact us at help@nonotes.com and explain how we fell short of your expectations. We’re more than happy to review and edit your file until you are completely satisfied.

How can I check the status of my transcript?

If you login at www.nonotes.com, you’ll see the status of your call displays as “In Progress”. This means our transcriptionists are currently working on your file. We’re currently working on implementing a system to provide you with a live turnaround time expectation.

How do I know if a call I made was submitted successfully for transcription?

If you login at www.nonotes.com, you’ll see the status of your call displays as “In Progress”.

I only want certain parts of my call transcribed – how do I proceed?

Please contact us at help@nonotes.com and let us know exactly what sections you would like transcribed. We’ll adjust your transcription minute balance accordingly.

My call I want to transcribe is longer than the minutes I have left. What can I do?

You can purchase more minutes in the app “Buy More Time” or login at www.nonotes.com and select one of our blocks of transcription time.

What does “auto email transcript “ mean?

Once your transcript is complete, you’ll receive an email notification from us asking you to login to your account at www.nonotes.com where you can download your file.

How long do my files stay stored on the website?

We won’t delete your files!

Why does my call say its “In Progress”?

Our transcriptionists are working on your file.

How do I get a transcript of my call?

Open the NoNotes app, select the “Record and Transcribe” option or log into your account at www.NoNotes.com and under the View Jobs section there is an option to send the job for transcription. *Note: You need to purchase transcription minutes in order to use this feature.

10) Calling Instructions

How do I record an outgoing call in the app?

Once you are signed in to the app, select Record My Call. Choose a contact from your list or select the green phone icon on the top right hand side of the screen. Once you have chosen your contact or dialed our manually you’ll see an incoming call from NoNotes, answer this call and you’ll be connected.

How do I record and transcribe an outgoing call in the app?

Once you are signed in to the app, select Record & Transcribe My Call. Choose a contact from your list or select the green phone icon on the top right hand side of the screen. Once you have chosen your contact or dialed our manually you’ll see an incoming call from NoNotes, answer this call and you’ll be connected.

How do I record an active call

While you’re already on a call, select the home button on your iPhone to get to your phone’s main screen. Open up the NoNotes app and select ‘Record Active Call’. Select YES on the alert pop up. Once you hear “You may begin dictation after the tone…. BEEP” select MERGE CALL.

How do I record an incoming call

Every NoNotes user is provided with a personal 5-digit extension number that can be found by logging in at www.nonotes.com. Select “My Account” > Manage Profile > Manage Numbers and you’ll see it. Tell the other party to call 1-888-405-2819 toll-free and enter your extension number. This will forward the call to your cell phone and record the call.

If the app doesn’t work, how do I use the manual calling service?

Dial 1-888-296-7746 toll-free and follow the prompts. If you’re not calling from your registered NoNotes mobile phone number, you’ll need to identify your account using your registered phone number and 6-digit passcode.

What will happen if I go over my purchased time?

Our system will automatically create an invoice on your account, which can be paid using the app or by logging in at www.nonotes.com.

Can I pause and resume the recording while I am on the phone?

Yes, press #1 to pause the call and #3 to restart the recording.

Does the recipient of the call know they are being recorded?

No, there are no audible giveaways that would inform the other party that the call is being recorded

What number will show up on the recipients screen when I call them using NoNotes?

Your own number will show up

Will my call be interrupted at any time if I exceed my recording minutes?

No, we will never ever cut you off!

How do I dial into a conference call when using the app, does anything change?

Dial into the conference call line as you normally would, nothing changes.

Can I call internationally?

Using the app you can call North America and the UK. We’re working on support for other countries right now.