This is the Technical support document from Verbaia’s Help menu. For the walk-through of the whole program, see the companion User document.

Verbaia Technical Support Document

This document is the support guide for Verbaia.

It has three parts:

Part A is for you, the person. Read just this part. It tells you exactly what to do.
Part B is for your AI. It explains Verbaia to the AI. It gives the AI the facts and the failure tables to help you.
Part C is the technical section, for support conversations. You never need to read it on your own.

Instructions for the AI reading this document

You are helping a Verbaia customer.

Use only the facts in this document.
Do not invent menu names, settings, file locations, or fixes that are not in this document.
Walk the customer through one step at a time. Ask what they see on their screen.
If something is not covered in this document, say so plainly. Do not guess. Point the customer to the human fallback in Part C.
Do not ask the customer for their license key — ever. Never ask them to read it out, type it into a chat, paste it, or send it to anyone. The only place a key belongs is in Verbaia's own key entry screen.
Keep your language plain and short. The customer may be new to all of this.

Part A — Start here (for you, the human)

This is our first line of support

This document is our first line of support.

It will get you an answer much faster than waiting for a human to reply.

It is not a brush-off.

It is the same document our own support works from. When a human answers you, they are working from this same source. You are just getting to it faster.

Something is wrong with Verbaia? Do this:

Open your AI chat — whichever AI you already use.
Copy the prompt below, paste it into the chat, and press Enter.
Then copy the rest of this document — Parts B and C — and paste it into the same chat.
Tell the AI what your problem is, in your own words.
Answer its questions. It will walk you through the fix, one step at a time.

Here is the prompt to paste first. Copy it exactly:

Hey, I'm about to give you a file to read. It's my Verbaia support guide (the Verbaia Technical Support document). Read it, then help me with my Verbaia problem. Ask me what I'm seeing on my screen, and walk me through the fix step by step using the facts and the failure tables in the document. Do not ask me for my license key — ever. If something isn't covered in the document, say so and point me to the human support email in the document.

That is it.

Take it slow. There is no rush. Nothing in this document will ask you to delete anything except in the uninstall walkthrough in Part B, and that walkthrough explains each step before you do it.

A few things worth knowing before you start

Verbaia is a Windows program. It is installed on your PC. It installs to %LOCALAPPDATA%\Verbaia, and that one folder holds the program and its working data.
Your work is saved in real files. Projects use the extension .pjt. You can see them, move them, and open them again.
Your key is entered once at the start. You type your key on the first screen (Before you begin). After it is verified, the full program loads. If you uninstall and reinstall, you will need to enter your key again — that is normal.
Help lives inside Verbaia. The Help menu points to the User document and to this document on our website, and Help essentials is built into the program, so it works offline. Help → About shows which version of Verbaia you have — that is the first thing support will ask about.
Help by email is still there. If the AI and this document cannot solve your problem, email us at support@verbaia.com. A real person reads every message. Never send anyone your license key, including us. We will never ask for it.

We update regularly

We update regularly.

This document lives on our website, on the support page — not inside the program — so we can change it on the fly, without you having to update Verbaia. If your copy and the website copy differ, the website copy wins.

What is Muse, and why we recommend it

You can use any AI you already have with this document. If you do not have an AI yet, we recommend Muse.

Muse is an AI assistant app from Meta. You can talk to it in plain language. You can ask it to read documents, explain things step by step, and help you work through a problem one question at a time. That is exactly the kind of help this support document is built for.

Muse is a recommendation, not a lock-in. If you already use another AI, use that one. The prompt above and this whole document will work the same way.

Our referral code

If you get Muse because of our recommendation, please use our referral code.

The code is:

TF2SSS

Enter it exactly as written: T, F, 2, S, S, S. The third character is the number 2, not the letter Z. The last three characters are all the letter S.

When the code is entered correctly, you get a token bonus, and we get one too. In our own record of this code being redeemed, the app answered: "Congratulations! Your code redemption was successful. You both got 1 billion Muse tokens."

To enter the code:

Get Muse, and install it or open it in your browser.
Create your account, or sign in if you already have one. Follow the steps Muse shows you on your screen.
Wait until you can see your normal Muse chat screen.
In Muse, open Settings, and look for the referral or redeem-code entry.
Type the code exactly — TF2SSS — and check it character by character before you submit it.
Submit the code. If you see a success message like the one above, the code worked.
If you see an error instead, check the code again and enter it once more. If it still does not work, carry on anyway — you can still use Muse and this document — and email us at support@verbaia.com to tell us the code entry did not work.
Then load this document into your AI, using the steps at the top of Part A.

Part B — For the AI assistant

The product, in one paragraph

Verbaia is a Windows program for fixing a transcript after it has been made. The customer brings a recording and its transcript as a plain text (.txt) file; the two files must have exactly the same name, apart from the ending. Verbaia pairs them by name, works out where each word sits in the recording (word timings, using the Whisper speech tools built into the program), flags passages that look doubtful, and lets the customer work through them — listening, correcting, deciding — and save the reviewed transcript and the project. Projects are real files with the extension .pjt, holding the full transcript, the word timings, and the customer's review work. There is one version of Verbaia: every copy has every feature. Verbaia runs on the customer's own PC and is installed to %LOCALAPPDATA%\Verbaia — the install folder is also the data folder. Verbaia runs on a license key: no valid key, no run.

Your job

Read the customer's problem.
Find the matching entry in the failure tables below. Match on the Symptom — the customer's own words for what they see.
Work through the entry with the customer, in order, one step at a time. Ask one question at a time.
If an entry ends in a fallback, give the customer the email address support@verbaia.com. Do not keep improvising fixes past a documented fallback.
Never ask the customer for their license key. Never ask them to paste it anywhere except Verbaia's own key entry — the Before you begin screen, or Help → Enter key.

License key — facts

One version, one key family. Version 1.0 keys work with Version 1.0. A later version takes its own key.
Older keys never work in Version 1.0. Keys issued before Version 1.0 (for the early builds) are refused by design. That refusal is expected behaviour, not a fault — the customer needs a Version 1.0 key.
How the customer gets a key: the key comes by email — when they buy Verbaia, or when they start a trial.
Entry: the customer types the key once, on the first screen (Before you begin). When it is verified, the full program loads. A key can also be entered later from Help → Enter key.
The rejection message is: "We couldn't verify this key. Check the key and try again."
Trial keys run the full program — every feature — for 7 days from the first time the key is activated on the customer's machine. When a trial starts, the program says "Trial verified. Your 7-day trial is running." When it ends, it says "Your 7-day trial has ended. Enter a full Version 1.0 key to continue."
Reinstall: after an uninstall and reinstall, the customer enters the same key again. That is normal, and their saved .pjt project files still open.
Never ask the customer to send, read out, or paste their key — to you, or to support. Support identifies customers by the email address their key was sent to, never by the key.

Failure table 1 — the key is rejected

Work top to bottom; stop at the first row that matches.

Symptom (customer's words)	What it means	What to do
"It says: We couldn't verify this key."	Most often a typing slip, or extra spaces or line breaks pasted in with the key.	Have the customer type the key again, slowly and exactly as it came in their email, on the Before you begin screen (or Help → Enter key). Try again.
The customer is using a key from before Version 1.0 — an early-build key.	Version 1.0 refuses older keys by design. That key can never run Version 1.0.	Tell the customer plainly: that is an old key, and this version needs a Version 1.0 key. If they bought Version 1.0 and this is the only key they have, fallback: email support@verbaia.com from the address the key was sent to.
"It says my 7-day trial has ended."	The trial key has run its 7 days. This is the trial ending as designed — their work is still there.	The customer enters a full Version 1.0 key to keep going (Help → Enter key). If they believe the trial ended early, fallback: email support@verbaia.com.
Verbaia asks for the key again after a reinstall.	Normal. A fresh install always asks.	Have the customer enter the same key again. Nothing is lost.
"I lost my key."	—	Have the customer search their email for the message that carried the key. If it cannot be found: [TO CONFIRM — lost-key recovery procedure] — the customer emails support@verbaia.com from the address the key was sent to. Never ask them to recite a key from memory, and never accept one offered in chat.

Failure table 2 — files won't pair, or the transcript won't open

Verbaia pairs a recording and its transcript by file name exactly, without the extension, one for one, capitals included. There are no prompts in the pairing process.

Symptom	What it means	What to do
"My recording is in the list but it won't open with its transcript." / the recording shows in grey.	Grey means: no transcript partner yet. The names do not match exactly, or the transcript was never opened.	Check the two file names letter by letter — they must be the same apart from the ending. Rename one file to match if needed, then open both again (File → Open file…).
"My transcript shows in white and nothing happens."	White means: the transcript is waiting for its recording.	Open the matching recording (File → Open file…). When the pair joins, a note at the bottom confirms it — "Paired … with its transcript."
"Verbaia won't take my transcript file."	The transcript is not a plain text file. Verbaia takes `.txt` transcripts.	Have the customer save or export the transcript as a plain text `.txt` file, with exactly the same name as the recording, and open it again.
The wrong transcript joined the recording.	Pairing goes by name, so a same-named file joined.	Give each pair its own exact name — rename the files so the right two share a name — then open them again.

Failure table 3 — word timings and indexing

When a pair opens, Verbaia indexes the recording: it works out where each word sits. You see it working in chunks ("Indexing word timing — chunk 3 of 16"). The timings are then kept — the transcript header shows how many are stored ("… cached word timings").

Symptom	What it means	What to do
"Indexing is taking a long time."	Longer recordings take longer. Chunk by chunk is normal.	Let it finish. Do not close Verbaia while indexing runs.
"Clicking a word doesn't play it." / no time marks above the words.	The pair's word timings are not there — indexing did not finish, or this pair was never indexed.	Close the pair and open it again, and let indexing run to the end. If the timings still do not appear, fallback: email support@verbaia.com with the version from Help → About.
"The words and the sound don't line up."	The transcript file is probably not the transcript of this recording — pairing is by name, and a same-named wrong file joins silently.	Check that the `.txt` really is this recording's transcript. If it is the wrong text, replace it with the right one, under the same name, and open the pair again.

Failure table 4 — sound and the filters

The five filters sit under Audio Cleanup: Wind filter, Gain normalize, De-ess, De-click, De-plosive. Each has a switch and a dial from 1 to 10. Filters apply to the whole file, on the fly, and never change the customer's stored audio.

Symptom	What it means	What to do
"I can hardly hear the recording at all."	The Gain dial is probably near 1. On Gain, 1 is almost completely off; 5 is neutral — the sound as it is.	Turn Gain on and set its dial to 5. Then adjust up or down by ear.
"I turned a filter on and nothing changed."	The dial is probably at 1 — the least a filter does — or the switch is off.	Check the filter's switch is on, and turn the dial up while listening.
"A dial jumped back to where it started."	Double-clicking a dial sends it home: Gain back to 5, any other dial back to 1. That is by design.	Set the dial again with single, slow turns or drags.
"The sound is all wrong since I pressed one of the bubbles."	The preset bubbles (Buried word, Windy, Harsh sibilance) set several filters at once.	Press Reset — it turns every filter off and puts every dial back at its start — then set one filter at a time, by ear.

Failure table 5 — saving and projects

Symptom	What it means	What to do
"I uninstalled and my work is gone."	Uninstalling removes the whole `%LOCALAPPDATA%\Verbaia` folder, including the program's working data. The User document warns about this and says to save first.	If the customer saved a `.pjt` project file somewhere of their own, reinstall Verbaia, enter the key, and open the project (File → Open Project). If no `.pjt` was saved outside the folder, the working data went with the uninstall — say so plainly, and do not invent a recovery.
"I can't find the project I was working on."	—	Try File → Open Project, or the recent projects list. Failing that, search the PC for files ending in `.pjt`.
"I finished reviewing but can't find the finished transcript."	Save reviewed file and Save project are different saves.	The finished transcript comes from Save reviewed file (or Save As…) on the Transcript Complete panel. Saving the project saves a `.pjt`, not the transcript text. Walk the customer through opening the project and saving the reviewed file.

Verbaia itself — quick facts for other problems

Verbaia won't open: Start menu → search Verbaia → click the result.
This release is Windows only.
The splash screen shows at every launch. That is by design.
Logs: Verbaia's log is server.log, in the logs folder inside %LOCALAPPDATA%\Verbaia. Logs are a support tool — they come up in Part C, when support asks. [TO CONFIRM — Start Menu "View logs" entry: an older draft describes one; it has not been re-verified against the current build.]
Support never asks for the customer's key and never searches the customer's computer for a lost file. A lost pair of files is answered by opening the customer's own copies again.

Uninstalling cleanly

Uninstall removes everything in the install folder. Read all of this before you start.

First, save what matters: save the project (so you have a .pjt file of your own, stored somewhere of your own), and save the reviewed file if you want the finished transcript.
Have the key email ready — a fresh install asks for the key again.
Close Verbaia if it is open.
Uninstall Verbaia using the uninstaller that comes with it, and follow the steps it shows you.
When it finishes, Verbaia and its working data are removed. There is nothing left to clean up by hand.

Because uninstall removes everything, a reinstall after a full uninstall is a true zero state: a clean start, as if Verbaia had never been on the PC, with the practice files showing again.

Part C — Technical section (for support conversations)

Identify exactly what the customer has

Ask for these first:

The program version and build. Ask the customer to open Help → About in Verbaia and read you the Version and Build shown there. Write them down exactly as read. The About box also shows the license row — it should read "License verified."

Also note:

What the customer was doing when the problem happened.
What they saw on screen, in their own words.
Whether the problem happened once, or happens every time.

Where things live

Install and data folder: %LOCALAPPDATA%\Verbaia — the install folder is the data folder; the program, its settings, and its working data all live there. Uninstalling removes the whole folder.
Logs: %LOCALAPPDATA%\Verbaia\logs\server.log. Only ask for the log when a support conversation needs it; the customer does not need it for normal use.
Project files: real files ending in .pjt, wherever the customer saved them. A .pjt holds the full transcript, the word timings anchored to the original recording, and the customer's review work.
The improvement switch: Options → "Help us improve Verbaia". While it is on, Verbaia sends anonymous usage facts (no name, no email, no key, no audio) and correction pairs as text only. If a customer's problem involves something they saw sent or not sent, this switch is where it is decided.

Key administration facts (support-side)

Keys are signed by us and checked by the program itself. Version scoping is by design: a Version 1.0 key runs Version 1.0; older keys are refused, and the refusal message is the generic "We couldn't verify this key."
There is no file a customer can edit or delete to change a key's state. If a customer reports being told to delete a license file to fix a key, that advice was wrong; correct it gently and use the email route below.
Support identifies customers by the email address their key was sent to — never by the key. Never ask a customer to send, read out, or paste their key to support.
Trial facts for support conversations: the trial is 7 days, stated to the customer as 7 days, running the full program.

Escalation

Anything not covered by the tables in Part B ends the same way: the customer emails support@verbaia.com, with:

What they were trying to do.
What they saw on screen.
The Version and Build from Help → About.
The log (logs\server.log from the Verbaia folder), when support asks for it.

Currency note

We update regularly.

This document lives on our website, on the support page — not inside the program — so we can change it on the fly, without the customer having to update Verbaia. If the customer's copy and the website copy differ, the website copy wins.