I paid $300 to convert and now i'm being told to re-convert and pay again?

[fierce viper]

Not sure why my message has been deleted?

I'd appreciate some helpo. I contacted support about 4 days ago and heard nothing. I'll need to ask the CC card to cancel transactions if I don't hear back.

[frigid badger]

Could you please clarify what this means?

[fierce viper]

Hi, I did write a long message but it was deleted? I submitted a couple of tickets to customer support but haven't heard back. 79155 and 79455. Can you help?

I paid for the Pro license, and then paid for charge by usage. In total I will have paid $300. I had converted my document and then had to rearrange it as the chapters weren't loaded correctly. I followed the bot advice on how to copy and paste and rearrange, but now the system wants to charge me to re-convert almost entire document again. I cannot afford to pay twice. Can you help?

Also, there is this really weird sound that happens every 4-6 paragraphs at the start of a new setence. I' can remove it by deleting a space then return, but it means I have to listen to the entire document because there is no indication of what is causing it

Thanks for taking a look

[fierce viper]

@frigid badger Hi can I get some support on this please ?

[frigid badger]

Sorry! Each time you press generate, you will be decaudated characters from your quota -- even if you regenerated something, it still needs to be generated.

That is the answer to the main question, I think. However, customer support can hopefully help you to some degree when they get to your ticket. They are just really overrun with tickets at the moment so the wait time is longer than usual.

[fierce viper]

Okay, thank you. I hope they can help because the help bot suggested something without telling me i'd be charged again. Now i'm stuck. And disapointed. I was so excited about this and hoping to launch an audiobook.

It has been over 48 hours... I might need to call my bank and cancel the charges if they dont reply soon.

[frigid badger]

Not sure I understand this. Could you please explain again what happened?

Was something wrong with the service or did you generate multiple times? I thought you generated multiple times.

[manic egret]

had to rearrange it as the chapters weren't loaded correctly.

It's hard to say what you mean by "the chapters weren't loaded correctly". I think you can make your case if you can demonstrate that the original generations were incorrect due to ElevenLabs’ fault.

If it was a “user error”, that is, you generated audio under some assumptions but then you decided that you want something different, then it's tricky.

All users of ElevenLabs pay foot what they generate. If you re-generate, you pay again.

I find it surprising though that all of your audio from the original generation is unusable. If you have usable audio, download and use that. Edit it as needed in a DAW, and just re-generate what's lost or obviously incorrect.

[fierce viper]

@manic egret thanks for the reply. I understand what you are saying but I asked the help bot on how to reorder the sections/chapters as they had not loaded correctly from my word doc. The help article stated that you can essentially copy and paste converted text by using shortcut keys on the mac which would mean you were not double charged, ie, need to re-convert. I would not have done it had I not been given that advice. Having been told I could do that, I've reordered the chapters to how they should be and now it wants to charge me for the 80% of the document again.

Also, its not all of the document, its just that every few paragraphs are really loud and strange noise happens. There is nothing in the formating which would suggest why this is happening.

So in that sense the entire document is unusable because this is for an audiobook

It has now been 7 days since I contacted support and have had no contact.

@frigid badger

Right now, I'm not even able to listen to the text to test it before converting?

It simply does not load

[manic egret]

There is no "free test run". Whenever you generate audio, your characters get deducted.

[frigid badger]

It is usually because of the voice use from what we've found paired with the model. The support agent did send you this link: https://elevenlabs.io/docs/troubleshooting/overview#glitches-between-paragraphs

However, unfortunately, that does not include much information as we do not fully know why it happens more for some than others, but the voice used paired with the model and settings are the most likely.

[frigid badger]

They contacted you on Saturday. Perhaps you are not getting our emails? Have you checked your spam folder?

[fierce viper]

Hey @frigid badger thanks for the reply. Vex contacted me - I didn't get the emails but managed to find the reply by going into the link on the auto responder. Not sure why i'm not getting the emails. I've checked junk. Also, Vex offered me some curtisy characters, but they have not applied to the account? It's now 3 days since and no reply from Vex about this? If I can get those free characters applied ill be happy and can move forwards. Are you able to expidite this please?

[frigid badger]

Hey Caledor, it seems as if the characters have been applied. I will ask.

[fierce viper]

Thank you very much @frigid badger everything is great now. Appreicate your help and other contributors. @manic egret