The key question: Is the session missing or perhaps, an empty transcript?
Start by working out which problem you have: is the session missing entirely, or is the session there but the transcript or note is empty?
If the transcript is complete, you can still save the note. If the note failed to generate, try Resume, then Refresh, then Regenerate. If it still fails, send us your session ID so our engineers can investigate.
If the transcript is empty, check your audio and follow our transcript troubleshooting steps. Head to our articles for details on Transcript troubleshooting or Note Troubleshooting
Notes you delete manually, or that are removed automatically once the retention period passes, can't be recovered.
If you confirm the entire session is missing, check your retention settings. If you have auto-deletion set up then the session has likely been deleted within that window.
General troubleshooting steps
Refresh the page. Use Ctrl + R, or refresh manually in your browser. In the desktop app, right-click anywhere on the screen and select Reload.
Log out and back in. This refreshes the system and can restore missing sessions.
Check your account is synced. Make sure you're logged into the same account on every device (desktop and mobile).
Check your session deletion setting in preferences. If sessions are set to auto-delete and the time has passed, they can't be recovered.
Handling missing notes or content
Search for the session using keywords like the patient's name or the session title.
If the session appears but the note isn't visible, use Regenerate Output (see above).
Check whether other sessions from the same day are visible, to rule out a wider problem.
Sessions missing entirely
Confirm the session wasn't accidentally deleted. Deleted sessions can't be recovered.
Note any errors or unexpected behaviour during note generation, such as the screen freezing.
If you use more than one device, make sure they're synced: log into the same account and refresh both.
If it's not a sync issue, gather the following for support:
Date and time of the missing session.
Any error messages.
A screenshot of your Past Sessions page (leave out sensitive information).
Temporary server problems
Refresh the page, or switch browsers to reach your sessions.
Try a different computer or device to see if the problem is device-specific.
If it's server maintenance, wait a while and try again.
💬 Still Need Help?
We’re here for you! If issues continue, reach out to us with:
A description of what’s not working
Any error codes shown (if applicable)
Relevant Screenshots
Your session type (e.g., in-person or telehealth)
Platform and environment (e.g., web browser, desktop app, or mobile app)
If your session is truely missing, you will not have a Session ID to share. You may be asked for a Session ID, please just let the agent know that in this case you do not have an ID as the session is missing in entirety.