How can we help?

Answers to the questions people ask most. Can’t find yours? Email us and we’ll get back to you.

Include your device model, iOS version, and app version (shown at the bottom of Settings). Please don’t send recordings or transcripts unless we ask.

Common questions

Do I need to download anything to transcribe?

No. Tap Record and the transcript starts right away, using Apple’s speech recognition on your device. For better accuracy or other languages, open Settings → Transcription and choose Enhanced. The app downloads a Parakeet speech model once, and after that it works offline.

Why can’t I record any more today?

The free version gives you 90 minutes of recording a day, and it resets every day. Pro takes the limit away. Free also includes 2 summaries and 2 syncs a day.

Do I need a server for summaries?

Not if your device has Apple Intelligence. That needs iOS or iPadOS 26 and a supported device. Otherwise, or if you’d just prefer it, add your own server in Settings → Meeting Summaries.

What is Catch me up?

If you lose the thread during a meeting, tap Catch me up while recording. You get a short recap of the last two minutes. It runs on your device with Apple Intelligence, or on your summary server if you choose that in Settings. The recap isn’t saved.

Can it translate?

Yes. Open a transcript or summary and translate it with Apple’s built-in translation, which runs on your device. With Pro, the Parakeet v3 model transcribes 25 languages and can translate into yours as you record.

I bought Pro but it isn’t showing in the app.

Open the Pro screen in Ketchup Notes and tap Restore. Check that you’re signed in with the Apple Account you subscribed with. To see whether the subscription is active, go to Settings on your iPhone or iPad, tap your name, then Subscriptions.

How do I cancel my subscription?

Go to Settings on your iPhone or iPad, tap your name, then Subscriptions, then Ketchup Notes. You keep Pro until the end of the period you’ve paid for. See subscription details.

How do I get a refund?

Apple handles refunds. Request one at reportaproblem.apple.com.

Can I use my computer too?

A desktop app for macOS, Windows, and Linux is on the way. Once it’s out, you can pair your computer and send meetings to it over your Wi‑Fi.

Where is my data?

On your iPhone or iPad. Sync goes directly between your own devices on the same Wi‑Fi, and a server only gets your transcript if you set one up. The Privacy Policy has the details.