We’re here to help
Support.
Most issues come down to audio sources and permissions. Start with the fixes below — and if you’re still stuck, email us.
Troubleshooting
- Check your output device — make sure Lisseno is playing to the headphones or speakers you’re wearing.
- Confirm a source is selected and is actually producing sound.
- Make sure your OpenAI key is valid and your account has available usage.
- Grant Screen & System Audio permission in System Settings → Privacy & Security.
- Re-select the app or tab you want to translate, then start again.
- Some apps need to be playing audio before Lisseno can detect them.
- Open System Settings → Privacy & Security and enable Microphone and Screen & System Audio for Lisseno.
- Quit and reopen Lisseno after changing a permission.
- Re-copy the key from your OpenAI account — the full secret is only shown once at creation, so a partial paste is common.
- Confirm the key is active and your OpenAI account has billing set up.
- Never share your key with support; we never need it.
- Make sure the app is open and producing audio.
- Refresh the source list in Lisseno.
- Grant Screen & System Audio permission if you haven’t yet.
- Reconnect your headphones and re-select them as the output in Lisseno.
- Some Bluetooth devices switch profiles when the mic is in use — try wired output to confirm.
Send diagnostics
If you email us, the app can attach a redacted diagnostics report that helps us see what happened — without exposing anything sensitive.
- In Lisseno, open Help → Copy diagnostics.
- Paste it into your email to hello@lisseno.com.
Diagnostics are redacted by design — they never include your OpenAI API key, raw transcripts, or captured audio.