Help center
How can we help?
Setup, sound problems, the messages the app shows and how to manage your workspace. Most answers take a minute.
Sound and setup
- The other person can’t hear my translation
- In Foniks, set “Send my translated voice to” to the first cable (BlackHole 2ch on a Mac, CABLE Input on Windows). In your call app, choose the matching cable as the microphone (BlackHole 2ch, or CABLE Output). Then speak and watch the level meter in Foniks move.
- I can’t hear the other person, or there are no captions
- Set your call app’s speaker to the second cable (BlackHole 16ch, or CABLE-A Input) and set “Call audio comes from” in Foniks to the same cable (BlackHole 16ch, or CABLE-A Output). Foniks then plays the call in your headphones with captions.
- I hear an echo, or my own translated voice
- Wear headphones. Without them the translated voice reaches your microphone again. Also check that your call app’s microphone is the cable and not your headset.
- The translation is late or choppy
- Live mode normally runs one to two seconds behind. Longer gaps usually mean a weak connection: close large uploads and video in other tabs, or move closer to your router. Terms mode waits for each pause, so it is slower by design.
- Foniks says it needs microphone access
- Allow microphone access for Foniks in System Settings › Privacy & Security › Microphone on a Mac, or Settings › Privacy › Microphone on Windows, then try again.
Messages in the app
- “You are signed out. Sign in again to keep translating.”
- Your session expired. Choose Sign in and use the same email as your workspace.
- “This workspace requires two-step sign-in.”
- You, or your workspace, use an authenticator app. Set one up in the console under Account › Two-step verification, then sign in to the app again and enter the six-digit code.
- “An admin signed this computer out of the workspace.”
- An admin removed this computer from the workspace’s devices. Sign in again to add it back, or ask your admin if it was removed on purpose.
- “Your workspace has no translation minutes left this month.”
- The trial has ended or the monthly hours are used up. An admin can check Usage and Billing in the console.
- “Too many requests at once.”
- Foniks limits how fast one person can send requests. Wait the few seconds shown, then carry on.
- “The translation service is having trouble right now.”
- Our speech provider is not answering. Try again in a minute, and check the status page if it continues.
Account and workspace
- How do I invite my team?
- Owners and admins invite people from Members in the console. You can also let anyone with your company email domain join from Settings.
- I lost the phone with my authenticator app
- Ask an owner or admin of your workspace to reset your two-step verification from Members. You then set up a new authenticator the next time you sign in.
- How do I set default languages for everyone?
- Admins set the default source and target language and the voice in Settings. Each person can still change them in the app.
- Where do I see how many hours we used?
- Usage in the console shows the hours each person used, and you can export them as a CSV file.
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