Support
Write to soporte@fadenoapp.com. We answer on working days.
To help us help you faster, include:
- Your macOS version (Apple menu → About This Mac).
- Your Fadeno version (Fadeno menu → About).
- What you were doing and the exact message you saw.
You never need to send us the content of a meeting. If you choose to attach a transcript, delete it from your mail once the issue is solved.
Common problems
1. “Screen & System Audio Recording permission denied”
macOS requires this permission to let the app hear the call audio. The app does not record your screen.
- Open System Settings → Privacy & Security → Screen & System Audio Recording.
- Enable Fadeno.
- Quit the app completely with ⌘Q and relaunch it. macOS only re-reads the grant at launch.
2. “Microphone permission denied”
- Open System Settings → Privacy & Security → Microphone.
- Enable Fadeno, quit it with ⌘Q and relaunch.
In the meantime the meeting is still transcribed from system audio; only your own voice is missing.
3. “That code isn't valid or has expired”
- Check you copied all of it: it is eight characters. Pasting from the email avoids mixing up similar letters.
- Each code works once and expires 48 hours after it is issued if unused.
- If you already used it on another Mac or it expired, write to us and we will send a new one. Enter it in Settings → Enter a new code.
4. “Recording stopped: you've used up this month's hours”
Each subscription includes a number of transcription hours per month. At 80% the app lets you know. At the limit you cannot start a new recording; one already running continues up to an extra margin and stops there.
Hours renew with your next billing period. Your past meetings, minutes and Ask Anything over them stay available. If you need more hours, write to us.
5. The meeting is not detected, or no transcript appears
- You can record even if Fadeno hasn’t detected the meeting: join the call (Teams, Zoom, Google Meet or another app) and press Record.
- If you use Google Meet, keep the meeting tab visible in your browser: macOS only exposes the title of the active tab. Zoom doesn’t show the meeting title; type it yourself when you prepare the meeting.
- Capture is system-wide: check that the call audio is actually playing on this Mac (not on headphones connected to another device).
- Check the permission in item 1: without it no audio arrives.
- Check your internet connection: transcription happens online. If it drops, the app reconnects on its own.
- If none of this helps, quit with ⌘Q, relaunch and write to us with the details above.