Troubleshooting

Most problems on this page fix themselves with a retry. When one does not, the last section explains what to send us so we can find it quickly.

A thought is stuck on Processing

Transcription and analysis usually finish within a minute of the upload completing. If a thought has been on Processing for longer:

1. Wait a few minutes. Processing runs in the background and can queue up briefly when the service is busy.
2. Open the thought and retry from there. The retry re-runs transcription and analysis on the same recording.
3. If it is still stuck after a retry, email hello@thoughtbridge.io with the thought’s id and the app you captured it from.

You’ve reached this month’s limit

The free beta has a fair-use limit of 30 captures a month. Every capture counts, whether it came from a device, the web app, or an API key. The counter resets on the 1st of each month at 00:00 UTC. Captures made after the limit is reached are refused, and the app tells you why. If the limit is getting in the way of real use, tell us.

Google Drive or YouTube is missing from destinations

Google Drive and YouTube destinations are in private beta and are not shown by default. Email hello@thoughtbridge.io from your account email to request access. GitHub destinations are available to everyone.

Sign in with Google failed

• Try again. A one-off failure usually means the sign-in window was closed or timed out before Google finished.
• In a browser, make sure pop-ups are allowed for app.thoughtbridge.io and that third-party cookies are not blocked for the site; both can stop the Google sign-in window from completing.
• Make sure you are signing in with the same Google account you used before. A different account is a different ThoughtBridge account.
• If Google sign-in keeps failing, sign in with another method attached to the same email address, or email us with the time it happened.

Microphone permission was denied

On iPhone, iPad, and Apple Watch, the app cannot record until you allow the microphone. The prompt appears once; after that it lives in Settings.

• iPhone and iPad: open Settings > Privacy & Security > Microphone and turn on ThoughtBridge.
• Mac: open System Settings > Privacy & Security > Microphone and turn on ThoughtBridge.
• Web app: click the icon at the left of the address bar, find the microphone permission for app.thoughtbridge.io, and set it to Allow. Then reload the page.

The web app cannot reach cloud storage

The web app uploads recordings straight to Google Cloud Storage using a signed URL. If an upload fails:

• Retry. A dropped connection during the upload is the usual cause.
• On a corporate or school network, a proxy or firewall may block storage.googleapis.com. Try another network or ask your IT team to allow it. Browser extensions that block requests can have the same effect.
• If it fails everywhere, email us with the browser and network you were using.

Nothing appears in my GitHub repo

A thought is written to GitHub only after it is filed to a project that has a GitHub destination. Check, in order:

1. The project’s destination. Open the project and confirm a GitHub destination is set and points at the repository you expect. A thought still in the inbox has not been filed anywhere yet.
2. The GitHub App installation. The ThoughtBridge GitHub App must be installed on the account or organisation that owns the repository, with access to that repository. Check it under your GitHub settings, then Applications, then Installed GitHub Apps.
3. The branch. Files are written to the repository’s default branch (usually main). If you are looking at a different branch, switch.

If all three look right and the file is still missing, email us with the thought’s id and the repository name.

How to export or delete my data

• Export: open Settings and choose Download my data for a copy of everything ThoughtBridge holds for your account.
• Delete one thought: open the thought and delete it.
• Delete your account: open Settings and choose Delete account. This removes your account and everything in it. Files already written to your own GitHub repository or Google Drive are yours and stay there.

The privacy policy has the full detail on what is kept and for how long.

How to contact support

Email hello@thoughtbridge.io. Include:

• which app you were using (iPhone, iPad, Apple Watch, Mac, or web) and its version;
• the thought’s id, if the problem is about a specific thought;
• roughly when it happened and what you expected to see.

That is usually enough to find the request in our logs and fix it.