Help & troubleshooting

Usually a downloaded AI file got corrupted (a crash mid-download can do it) or the graphics driver is wedged. Open censormate.com/app-reset — it clears the downloaded AI files and reloads the app fresh; your settings and Pro license are kept. If setup still sticks after a genuinely fresh download (the progress bar should climb slowly), open the app as censormate.com/app?cpu=1, which skips the graphics card entirely and runs the AI on the CPU instead. One of those two resolves virtually every stuck-setup case; if yours survives both, email support@censormate.com with what you saw and we will dig in personally.

That is the device running out of memory mid-job, and the browser killing the page to protect itself. The fixes are about headroom: close other tabs and apps (browser tabs share one memory pool), try a shorter clip, or pick the Tiny AI model, which needs the least memory. Phones have much smaller limits than computers — long or high-resolution videos are best processed on a desktop, where we have verified files up to 90 minutes and 1.5GB work. The app keeps your keyword list and settings through a crash, so retrying costs nothing.

Three things, in order. First, the language setting: if the audio is Spanish and the app is set to English, detection will be poor. Second, the AI model: Tiny is fastest but least accurate; Base handles typical recordings well, and the Pro Small model helps with fast talkers, accents, and noisy rooms. Third, remember you have the final say: the full transcript appears before anything is censored, so you can click any word to censor it manually (names and unusual words are sometimes transcribed differently), and click any censored word to fine-tune its bleep on the waveform timeline.

Audio: MP3, WAV, M4A, OGG and most common variants. Video: MP4, WebM, MOV (including iPhone recordings), and MKV. Free plan limits: files up to 10 minutes, and full censored-video export for outputs up to 1 minute (longer videos export censored audio). If a video’s audio cannot be decoded directly, the app automatically falls back to a slower built-in extraction — give it a moment before assuming it failed.

They are never uploaded, so there is nothing to store. All processing — transcription, review, censoring, export — happens inside your browser on your own device. No file, transcript, or audio ever reaches our servers, so there is no retention period, no deletion request to make, and nothing for us to lose. After the one-time AI model download, the app even works with the network disconnected.

Email support@censormate.com and include what happened, whether you were on the website or the Chrome extension, and (if you can) the build number from the very bottom of the app page. A real person reads every email and most get a reply the same day. Refunds within 14 days of purchase are no-questions-asked.