I Ordered The Wrong Service
Ordered captions when you needed a transcript, or the other way around? This article explains how to check which service you ordered, why one can’t be converted into the other, and the quickest way to get the file you need.
In this article
- Check Which Service You Ordered
- Cancel Before Work Starts
- Why Orders Can’t Be Converted
- Get the Service You Need
Check Which Service You Ordered
Your order number shows which service you ordered. Caption orders start with CP and transcription orders start with TC. You’ll find the order number in Order history and in the subject line of your order confirmation email.
Cancel Before Work Starts
If you notice the mistake right away, cancel the order before work begins. Canceled orders aren’t charged. Open the order from Order history and select Cancel Order. If the button isn’t there, work has already started. See Cancel An Order for details.
Then place a new order for the service you need.
Why Orders Can’t Be Converted
Captions and transcripts are produced by different teams following different guidelines, so there’s no tool that turns one into the other:
- Captions are timed text broken into short lines that match the video, without speaker labels or paragraphs.
- Transcripts use speaker labels and paragraphs, without the timing and line breaks captions need.
These elements are added by hand, so getting the other format means placing a new order.
Get the Service You Need
Ordered captions but needed a transcript
Every caption order includes a plain text transcript at no extra cost. Open the file from My Files, select Download Captions, and choose Transcript. You’ll get a .txt file of the spoken words with no timestamps or speaker labels, which works as a rough draft.
For a full transcript with speaker labels and paragraphs, place a new transcription order.
Ordered a transcript but needed captions
A transcript can’t be used as a caption file. Place a new caption order for the same file.
Ordered AI but needed human-verified
If you ordered an AI transcript and need a human-verified one, open the transcript in the editor, select File Details, and choose Upgrade to human-verified. For AI captions, place a new human caption order.