Understand usage, minutes, and saved history

Know what each value means

Begin by comparing values from the same account and billing period. The balance header, billing history, session history, and team dashboard describe related activity, but they do not represent the same measurement. Refresh the relevant view after each change and check that the expected user or group remains selected.

Why minute totals can differ

Connect stores usage as credits and displays an estimated minute conversion. The Manage page explains that Streaming mode uses about 1,500 credits per minute, while Instant mode uses about 1,000 credits per minute. A session's actual mix can therefore make a simple clock comparison look different.

Refresh account and billing data

An already-open screen may not immediately reflect a completed purchase or a newly issued invoice. Capture the current values first, then refresh without changing plans or deleting history. Document dates, identifiers, and visible status messages when the result differs from the expected account state. These details prevent changes from being applied in the wrong context.

• Capture the baseline: open Manage and note Total Remaining, Left On Plan, Purchased Minutes, and Used.
• Refresh billing data: use the refresh control in Billing History when an invoice is missing.
• Verify account ownership: confirm you are signed into the account that purchased the plan or top-up.
• Reload the app: restart Connect after a completed purchase if the header balance has not refreshed.
• Document the discrepancy: record the transaction date, invoice status, and values before and after refresh.

Recover missing transcription history

Usage consumption and transcript storage are independent. A session may use credits even when local auto-save is disabled, the destination folder is unavailable, or the session closes before its file is written. Document dates, identifiers, and visible status messages when the result differs from the expected account state.

• Confirm automatic saving: open Profile Preferences and enable Auto-save Transcriptions.
• Verify the destination: check the folder shown beneath that setting and choose a writable folder if necessary.
• Create a controlled sample: run a short session and finish it normally so the file can be saved.
• Search the Portal: open Portal Transcription Histories and search without filters.
• Check the previous folder: locally stored history does not move automatically when the destination changes.

Interpret team usage correctly

Organization administrators can view seats, credits per agent, sessions, talk time, per-member credits used, monthly allocation, and last session. Confirm the affected user belongs to the organization and compare the same monthly period before escalating. Confirm the active account, organization, and permission level before editing settings or comparing reported values.

• Pending invitation: the invited person is not yet an active organization member.
• Monthly credits: this value is an allocation, while Used reflects actual consumption.
• Role visibility: only organization admins can access the team-management surface.

Report a real discrepancy

Include the account email, plan, mode used, approximate session times, Manage values, invoice status when relevant, selected transcription folder, and whether the issue affects one user or the whole organization. Do not send payment credentials or confidential transcript content. Document dates, identifiers, and visible status messages when the result differs from the expected account state.

Frequently asked questions

These answers cover the most common differences between account balances, session duration, invoices, and locally stored transcription history. If the result remains unclear, record the exact behavior and the conditions under which it occurs. This keeps troubleshooting focused and gives support enough context to reproduce the problem.