Links

Troubleshooting and support

Follow our advice to resolve any issues you're experiencing.
This troubleshooting guide will help you to resolve some of the most common issues. If you cannot find the answer you need here or in another guide, please send us a chat or email [email protected] and describe the issue in as much detail as possible.

Audio issues

My audio isn't processing
Please check the status of your audio in the 'Content (Audios)' section of your project dashboard. Processing typically takes a couple of minutes but may take longer in the case of larger volumes.
If your audio has skipped, it's likely that you do not have enough characters. Once characters are available, you can reprocess the audio.
There's a mispronunciation in my audio
If you hear a mispronounciation in your audio, it may be due to an issue with the source text. You can resolve this by editing your text and reprocessing the audio.
My intro/outro are not playing
Your intro/outro will only play through BeyondWords players. This means they will not play when you download your audio or listen through podcast platforms.
My audio ads are not playing
Your audio ads will only play through BeyondWords players. This means they will not play when you download your audio or listen through podcast platforms.
You should also ensure that your audio ad campaign status is 'Running'. If you have multiple campaigns running simultaneously, they will be played on a rotating basis.
My old posts have not been converted into audio
When you use our WordPress plugin or Ghost integration, pre-existing posts will not be automatically converted into audio unless they are updated.
I edited my audio but the old version is playing
  • Please ensure that your audio is processed and published.
  • We use caching to make your audio and players load faster. This means that it may take up to 15 minutes for reprocessed audio to stream. If the audio has still not updated after this time, you may need to clear your browser's cache and reload the page.

Distribution troubleshooting

The player embed isn't working
BeyondWords players will only render if the corresponding audio is processed and published. You can check the status of any audio through your project dashboard.
I customized the player but it hasn't updated
  • Please ensure that you select 'Save changes' after customizing our audio players.
  • We use caching to make your audio and players load faster. This means that it may take up to 15 minutes for your changes to be visible. If the player has still not updated after this time, you may need to clear your browser's cache and reload the page.
The shareable URL isn't working
The audio player will only load on a shareable URL if the corresponding audio is processed and published. You can check the status of any audio through your project dashboard.
I can't submit my podcast feed
Before submitting a podcast feed URL to a podcast platform, you will need to ensure:
  1. 1.
    The podcast feed/playlist is enabled
  2. 2.
    You have added and saved all necessary details in podcast feed settings
  3. 3.
    The project/playlist contains at least one processed and published audio