FAQ

Before you buy

Which Soulog device should I choose?

Every model records, transcribes and summarises the same way. The difference is how you carry it — check the comparison on each product page before you order.
Where do you ship to?

We currently ship within the United States. Other markets are on the way.
What warranty comes with the device?

The Soulog Sense main unit carries a 12-month limited warranty from the original order purchase date, covering manufacturing defects in materials and workmanship. Bundled accessories (card holders, magnetic rings, charging cables), cosmetic wear, accidental damage and liquid ingress are not covered.

Full terms: Warranty policy.

Shipping

How long does delivery take?

Orders leave the warehouse within 1 business day. Standard delivery takes 3–5 business days.
How do I track my order?

You will receive a tracking link by email once the parcel ships. It can take a few hours before the carrier records the first scan.
What if my parcel is lost or arrives damaged?

Email support@soulog.com with your order number and we will arrange a replacement or a refund.

Usage

How do I create an account and sign in?

Download the Soulog app, sign up with your email, then sign in on the app to pair your device. The same account carries your recordings across devices.
How do recordings sync and get backed up?

Recordings upload from the device to the app, then back up to your account. Large files finish uploading on Wi-Fi, so keep the app allowed to refresh in the background.
How do I update the firmware and the app?

The app prompts you when a firmware update is available. Keep the device charged and near your phone until the update finishes.

Troubleshooting

The device will not pair with my phone

Try this in order:

  1. Turn Bluetooth off and back on.
  2. Forget the device in your phone's Bluetooth settings.
  3. Hold the button for 10 seconds to reset, then pair again.
Transcription quality is poor

Keep the microphone unobstructed and within a few metres of whoever is speaking. Heavy background noise lowers accuracy.
My recordings are not showing up in the app

Check that the device shows as connected and that the app is allowed to refresh in the background. If a recording is still missing, contact support@soulog.com.