Help & Support
Everything you need to record, download, and share your sessions.
Getting Started
Creating your show and studio join link
By default, you'll see a show called “My Podcast Studio”. You can use it as-is or click the settings button to rename your show. Here, you can also set an email address for notifying with download links each time you've finished a new recording. (Ideal for a VA, editor, etc.)
How to invite a guest
Copy the reusable guest link for your show from the dashboard by clicking the chain icon. Send it to your guest however you like — you can even use it in your scheduling software. Guests do not need an account. When they open the link they'll be asked for their name and to check their camera and mic before joining.
What your guest needs to know before joining
Guests need a modern browser (Chrome or Safari on a laptop or desktop work best), a microphone, and a stable internet connection. Ask them to use headphones if possible to avoid echo. You can advise them to run through a quick Test Take beforehand here.
During Your Recording
How to start and stop recording
Once you're in the room, click the red Record button to start capturing. Everyone in the room records locally on their own device for the best quality. Click Stop Recording when you're done — each participant's file will upload automatically. Each participant must wait for their own file uploaded confirmation before closing the page.
Note: At this time, mobile phones will only record to the combined file and do not get an individual file.
The chapter marker button and notes
The chapter marker (bookmark icon) lets you drop a timestamp into your notes during recording — useful for marking the start of a new topic, a retake, or anything you'll want to find quickly in editing. Markers are saved alongside your recordings. You can add a note with the timestamp, as well as edit the notepad independently.
Notes will be available with the file downloads and to your editing studio if applicable.
What happens if your connection drops
Local recording continues on each participant's device even if the connection is interrupted. As long as the browser tab stays open, the recording should continue. When the connection is restored, everything syncs back up. If someone fully loses connection they can rejoin using the same link.
Note: Technology is not perfect! In the event an upload fails at the end of a session, you or your guests should be prompted with a button to download the local file. Always do this as a failsafe!
How to admit guests
Guests wait in a lobby until you let them in. You'll see a notification in the room when someone is waiting — click 'Admit' to bring them in. You can also lock the room once everyone is present to prevent new guests from requesting to join mid-session.
After Your Recording
How long until my files are ready?
Files are usually available within a few minutes of the session ending. Each participant's track uploads in the background as soon as recording stops. You'll see the status update in your dashboard as files come in. If files have not finished processing after an hour, please contact support.
Where to find your downloads
You can find all recording sessions in your dashboard view. Click the triangle to see every recorded track. You can download individual files or use 'Download All' to grab everything as a zip. As well, you can copy a share link to send a download/preview page anywhere you'd like, accessible by anybody with the link.
What's the difference between individual tracks and the combined backup?
Individual tracks are separate audio (and video) files for each participant — one clean file per person, which gives your editor the most flexibility. The combined backup is a single mixed file captured in the browser as a fallback, useful if an individual track didn't upload correctly. Note that users joining from mobile phones will not have an individual track.
How long are recordings kept?
Recordings are stored for 30 days. Download and back up any files you want to keep before then.
How to share recordings with your editor
Use the Share button next to any session to generate a share link. Anyone with the link can preview and download the files — no account needed. You can also download everything and hand it off directly.
Remember you can also set a notification email address at the show level to automatically notify an editor or assistant.
If you're a client of a studio, they may already be notified and have access to your recordings.
Your Account & Privacy
Who can see my recordings?
Only you can see your recordings by default. If your show is set to 'Visible to studio', your studio admin can also view and download your recordings. If you've set an automatic notification email, the recipient can also view those recordings. You can change this in your show settings at any time. Private shows are never visible to anyone except you.
Can my studio join my recording sessions?
Your studio admin can request to join any of your live sessions — but they go through the same link and waiting room as any other guest. You'll see their request and can admit or decline them. They can never join a live session without your approval.
How much recording time do I have?
Your recording usage resets every 30 days. You can see your current usage on your dashboard. If you're running low, please contact us for assistance.
How long are my recordings kept?
Recordings are automatically deleted after 30 days. You'll see a 'Deletes in X days' label on each recording. Make sure to download anything you want to keep before then.
Billing & Plan
How do I upgrade my plan?
Go to your dashboard and click 'Upgrade' — you'll be taken to a secure Stripe checkout page. Your new plan activates immediately.
How do I cancel?
Go to Account → Manage Billing. You can cancel anytime — you'll keep access until the end of your current billing period. Your recordings stay safe for their normal 30-day retention regardless.
What happens if my payment fails?
You'll get an email from Stripe. You have a short grace period to update your payment method — go to Account → Manage Billing to fix it. Recording will be paused until payment is resolved but your existing recordings are always safe.
Can I switch from monthly to annual?
Yes — go to Account → Manage Billing and switch to annual to save 20%.
I'm with a studio — who handles my billing?
Your studio manages the subscription. If you have questions contact your studio directly.
Troubleshooting
My mic isn't being detected
Check that your browser has permission to use the microphone — look for a camera/mic icon in the address bar and make sure it's allowed. If you have multiple audio devices, try selecting a different one from the dropdown on the pre-join screen. Reloading the page often resolves detection issues.
My camera isn't showing
Make sure no other app is using your camera (Zoom, FaceTime, etc.) and that your browser has camera permission. On Mac, check System Settings → Privacy & Security → Camera. If the preview is black, try selecting a different camera from the dropdown or reloading the page.
Guest can't join the room
Ask them to use Chrome or Safari on a desktop or laptop — mobile browsers and Firefox can have compatibility issues. Make sure they're using the exact link you shared. If the session is locked, you'll need to unlock it from inside the room before they can join.
My recording didn't upload
If the browser tab was closed before the upload finished, the file may not have made it through. Keep the tab open after stopping the recording until the upload indicator disappears. If a file is missing, check whether the combined backup track is available as a fallback.
Download link isn't working
Share links expire after 30 days along with the recordings. If the link was generated recently and still isn't working, try generating a new share link from the dashboard. If you're having trouble downloading a specific file, contact support with the session name.
Trouble with recording or files?
Check our System Status page to see if any services are experiencing issues. If everything shows operational but you're still having problems, email us at hello@suretake.io.
Still stuck? Use the Contact Us button in your dashboard to send us a message.