Recording and audio
“No speech detected” or a nearly empty note
“No speech detected” or a nearly empty note
The microphone did not capture the conversation: device too far away, muted input, or another app using the mic.Check the mic picker (arrow next to Start recording), keep the device within a few feet, and re-record. Regenerate Note does not help when there is no audio.
Two recordings for one visit, note failed
Two recordings for one visit, note failed
Start recording was clicked twice while the browser’s capture dialog looked stuck.Check the sessions list before starting again. End the duplicate and use Regenerate Note on the good one.
“Recording Too Short”
“Recording Too Short”
Under one minute of audio. Resume and keep going, or accept a thinner note.
Note content
Note came out in English but the patient spoke another language
Note came out in English but the patient spoke another language
Transcript Language is on English (US). Go to Account Settings → Transcript Language → the spoken language → Save Changes. Set it before the visit.
Note says the opposite of what was dictated, or garbled terms
Note says the opposite of what was dictated, or garbled terms
Same cause: wrong Transcript Language, or heavy mixing of two languages. For English dictation with an accent, “English (India)” or “English (UK)” often transcribes better than “English (US)”.
“The note rewrites what I dictated” or reads too narrative
“The note rewrites what I dictated” or reads too narrative
The default style is polished narrative. Add word-for-word instructions to that template section. See Templates.
Note suggests referring to your own specialty
Note suggests referring to your own specialty
The Specialty setting is too broad. Choose Other and type the exact sub-specialty, and add a Plan-section rule. See Templates.
ICD-10 or CPT codes missing, “Needs Review” on every note
ICD-10 or CPT codes missing, “Needs Review” on every note
A platform-side coding issue. Tell support. Regenerate Note once we confirm it is fixed.
AI Editor accepted an edit but the section did not change
AI Editor accepted an edit but the section did not change
An occasional partial apply. Re-check the section, re-request the single change, or edit manually. Reload if the editor stops responding.
Extension and EHR
“Could not find a suitable frame with note sections”
“Could not find a suitable frame with note sections”
The EHR chart editor is not open, or the EHR changed its page and the extension needs an update.Open the encounter or SOAP editor first. Check the version at
chrome://extensions. Contact support if it worked yesterday.Extension shows the sign-in screen
Extension shows the sign-in screen
You are not signed in on app.healos.ai in the same browser. Sign in on the website, then reopen the panel.
Session on the phone but not on the web
Session on the phone but not on the web
Old app version. Update the app.
Account and access
“Session Limit Reached”
“Session Limit Reached”
The monthly session cap on the free plan. Choose Upgrade Plan, or ask the practice admin.
Team member sees “isn't enabled for your account”
Team member sees “isn't enabled for your account”
Product access has not been granted for that user. The practice admin grants access; otherwise contact support.
Password reset email never arrives
Password reset email never arrives
The account was created with Google, Apple, or phone, or the email went to spam. Use the same button you signed up with. Check spam for mail from auth.healos.ai. Apple “Hide My Email” users: contact support.
“This account is already linked to a different identity”
“This account is already linked to a different identity”
You are signing in with a different method than the one used at sign-up. Use the original method (Google, Apple, email, or phone). Contact support to merge.
When to contact support
Use the in-app chat or team@healos.ai when:- Notes are slow or failing for everyone in the practice at the same time.
- Codes disappear, the AI Editor stops responding, or an “offline” banner will not clear.
- Extension insertion stops working with no change on your side.
- You want us to set up a custom template, word-for-word sections, or a sub-specialty rule for you.
Include the patient initials, the date and time of the visit, and what you saw on screen. We can trace any session from that.