Help
Most problems have a quick fix below. If yours doesn't, email us.
Contact us
Email test@admin.com from the address you sign in with, and say what you were doing when it went wrong. We reply within two working days, sooner for Pro.
Common problems
My sign-in code hasn't arrived
Give it a minute, then check your spam or junk folder. Codes work for 10 minutes; if yours has expired, ask for a new one and use the latest email.
Windows says “Windows protected your PC” when I install it
Click More info, then Run anyway. Windows shows this for apps it hasn't seen many times before.
It doesn't hear the other people on my call
Under Audio on the Live screen, check The call is on matches where your meeting is. With This PC, it hears what Teams, Zoom or Meet play on this computer, even through headphones. With Another device, it listens through this computer's microphone, so play the call out loud nearby.
My microphone isn't picked up
Open Windows Settings → Privacy & security → Microphone and turn on Let desktop apps access your microphone. Then run the microphone test again from Settings → Help → Show the welcome tour again.
A shortcut does nothing
Another app may already use it; Cue Coach lists any shortcut it couldn't claim on its overlay when it starts. Close the other app, or quit and reopen Cue Coach.
How do I close Cue Coach completely?
Press the ⏻ button at the top of the app, or right-click the Cue Coach icon by the clock and choose Quit. Closing the window quits too, unless you chose Keep it running in the tray in Settings. While it's listening, it asks before quitting.
How do I cancel Pro or get a refund?
Sign in to your account page and press Manage billing to cancel. You keep Pro until the end of the period you've paid for. For refunds, see the refund policy.
How do I delete my account?
On your account page, press Delete my account. If you're on Pro, cancel it first. Your transcripts, reports and CV are on your own computer, not our servers: after uninstalling, delete the %APPDATA%\Cue Coach folder to remove them too.
How do I uninstall it?
Open Windows Settings → Apps → Installed apps, find Cue Coach, and choose Uninstall. Uninstalling doesn't cancel a subscription; do that from your account page.