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 fix this, open the Pulse Labs extension by clicking on the Pulse Labs logo or the puzzle piece icon in the top-right corner of your screen.

    Check which account you're logged into on the extension. This needs to match the account that you're logged into on your voice assistant.

    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.

    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, skip to number 2 below.



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. You can now try again to generate the transcript. If the accounts match, skip to number 2 below.



2. Your current privacy settings block audio recordings.

To fix this, log into your Google account.

Then, click "Manage your data & personalization".



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



Finally, turn on "Web & App Activity" if it is off and check the box next to "Include audio recordings". You can now try again to generate the transcript. If the box next to "Include audio recordings" was already checked, skip to number 3 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. If it doesn't match, switch the account. If it matches, close this window using the "x" button in the top-left corner.



Then, click "Assistant settings".


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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