No call audio: Koachly can't hear the buyer
- Check you are on Chrome or Edge on a computer. Firefox, Safari, phones and tablets can't share tab audio.
- End the session and press Start again. In the share window, pick the meeting tab (not the Koachly tab) and tick Share tab audio.
- Using the Zoom or Teams desktop app on Windows? Share your entire screen and tick Share system audio.
- On a Mac with a desktop call app, join the call in the browser instead.
- If you see "No call audio was shared", the box wasn't ticked. Start again and tick it.
Live tips not showing during the call
- Tips appear when something happens: a question, pushback, price talk or a long pause. Quiet stretches have fewer tips.
- Check the transcript is moving. If it isn't, the audio isn't reaching Koachly (see above).
- Check your plan has live hours left. The meter is in Settings → Plan & billing. On Free, the one live call may already be used.
- Need help right now? Press What should I say? or Ctrl/Cmd + Shift + Space for full words at any time.
The speaker names are wrong
Koachly treats your microphone as you and the shared meeting audio as the buyer. If you only shared your mic, or several people share one room, names can mix up. You can rename speakers on the call page. For the next call, share the meeting tab with sound so the buyer comes in on their own channel.
My upload failed
| What you see | Why | Fix |
|---|---|---|
| File too large | Over 500 MB | Export audio only, or as MP3 or M4A |
| File too long | Over 4 hours | Split the recording |
| File type not accepted | Not an audio or video format we take | Convert to MP3, M4A, WAV or MP4 |
| Upload limit reached | No upload minutes left this month | Wait for the reset or upgrade your plan |
| Couldn't score this call | The AI step failed or the audio was unclear | Press retry. We never show a made-up score |
I can't sign in or my invite didn't arrive
- Use Forgot password on the sign-in page to get a reset link.
- Check spam for emails from Koachly. Some work email filters hold new senders at first.
- Invites expire after 7 days. Ask your admin to send a new one from Team.
Questions people ask
Why does Koachly say call audio capture needs Chrome or Edge?
Only desktop Chrome and Edge (and other Chromium browsers) let a web page hear another tab's sound. Firefox and Safari share video only, so Koachly can't hear the buyer there.
I wear headphones. Can Koachly still hear the buyer?
Yes. Koachly hears the buyer through the shared meeting tab, not through your speakers, so headphones are fine.
How do I contact support?
Write to us from the contact page and pick Support. A real person reads every message.
Still stuck? Write to the Koachly team. A real person reads every message.