# Issue with new recordings and transcripts system

**URL:** <https://community.hubspot.com/t/issue-with-new-recordings-and-transcripts-system/101488>\
**Category:** APIs & Integrations\
**Tags:** starter\
**Created:** [March 1, 2024, 1:45pm UTC](https://community.hubspot.com/t/issue-with-new-recordings-and-transcripts-system/101488 "2024-03-01T13:45:16Z")\
**Posts on this page:** 2\
**Page:** 1

<div class="post-metadata">

**Author:** ![Julien7720](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/julien7720/32/99678_2.png) [@Julien7720](https://community.hubspot.com/u/Julien7720)\
**Post date:** [March 1, 2024, 1:45pm UTC](https://community.hubspot.com/t/issue-with-new-recordings-and-transcripts-system/101488/1 "2024-03-01T13:45:16Z")

</div>

We are in the process of migrating to a new [recording system](https://developers.hubspot.com/docs/api/crm/extensions/recordings-and-transcriptions)

We’re having a problem: we’ve recorded the url correctly and you’re calling our server, and we’re responding with the mp3 recording, but after that it’s not visible from Hubspot, as if it hadn’t been recorded.  
Is there any way to debug or see where the problem is coming from?

---

<div class="post-metadata">

**Author:** ![Jaycee\_Lewis](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jaycee_lewis/32/61352_2.png) [@Jaycee\_Lewis](https://community.hubspot.com/u/Jaycee_Lewis)\
**Post date:** [March 1, 2024, 11:18pm UTC](https://community.hubspot.com/t/issue-with-new-recordings-and-transcripts-system/101488/2 "2024-03-01T23:18:32Z")

</div>

Hey, @Julien7720 👋 Thanks for your question. Can you verify that all three of these requirements are met, please?

- HubSpot will only transcribe calls associated with [users with a paid _Sales_ or _Services_ hub seat](https://knowledge.hubspot.com/account/manage-sales-hub-and-service-hub-paid-users).
- Only .WAV, .FLAC, and .MP4 audio files will be transcribed. (it sounds like this one is met)
- In the transcription system, HubSpot splits the audio file into its different channels and treats each channel as a separate speaker. If all of the speakers are on the same audio channel, or if the caller or recipient are on an unexpected channel, HubSpot will not be able to transcribe the audio recording. Therefore, each speaker in an audio file should be on a separate channel. For calls with two channels, the caller should be on channel 1, and the call recipient should be on channel 2, regardless of whether the call is inbound or outbound.

Thanks! — Jaycee