There are 3 common reasons why you can't connect to the extension. All can be solved in a few minutes or less.

  1. The account that you're logged into on the Pulse Labs extension doesn't match the account that you're logged into on your voice assistant.

  2. Your current privacy settings block audio recordings.

  3. Multiple people are using the device.

You can find quick fixes for all 3 issues below.

1. The account that you're logged into on the Pulse Labs extension doesn't match the account that you're logged into on your voice assistant.

To start, open the Pulse Labs extension on your desktop or laptop computer browser by clicking on the Pulse Labs logo or the puzzle piece icon in the top-right corner of your screen:

Extensions bar showing the Pulse Labs logo and the

If you click on the Pulse Labs extension, it should tell you right away which account you are logged in with:

Pulse Labs extension displaying panelist name and email.

If you're using Alexa, log into your Alexa account and confirm that the account matches.

If you're using Google, open the Google Home or Google Assistant app on your smartphone. The process for iOS and Android can look slightly different but are essentially the same.

For the Google Home app:
Open the app and click the circular profile image in the top-right corner.
You can switch accounts here if the account doesn't match the account on the extension. If it matches, then this is not the reason you can't connect to the extension. Skip to reason two.



Google Home app on Android with an arrow pointing to the profile image in the top-right corner.



For the Google Assistant app:
Open the app and click the compass icon in the bottom-right corner.



Then, click the circular profile image in the top-right corner.


This is the account that you're currently logged into on the Google Assistant app. If it doesn't match the account that you're logged into on the Pulse Labs extension, click the down arrow to switch accounts:

Once you've switched accounts so that both the Google Assistant and the Pulse Labs extension are using the same accounts, you can try again to generate the transcript. If the accounts match and this still doesn't work, skip to reason two below.

2. Your current privacy settings block audio recordings.

To fix this, log into your Google account on your desktop or laptop computer.

Then, click "Manage your data & personalization":



Next, click "Web & App Activity" (even if it is turned on).



Finally, make sure that "Web & App Activity" is on and check the box next to "Include audio recordings":

If "Web & App Activity" was already on and "Include audio recordings" was already checked, skip to number 3 below. Otherwise, you can now try again to generate the transcript. If it still doesn't work, skip to reason three below.

3. Multiple people are using the device.

If someone else in your household also uses your voice assistant, you may need to set up Voice Match. Voice Match teaches your voice assistant to recognize your voice.

Open the Google Home app and click the circular profile image in the top-right corner:

Verify that the Google account shown is the same account that is linked to your smart speaker following the steps in reason one. If it doesn't match, switch the account.

If it matches, find "Assistant settings" in the menu and click on it:


Next, click "Assistant".


Finally, click "Voice Match" and follow the in-app instructions.



After setting up Voice Match, you can now try again to generate the transcript. If the transcript still can't be generated, please click the green chat bubble in the bottom-right corner of your screen to connect with our support team. We're here to help you solve this!

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