# Troubleshooting

## The panel is missing

Restart Premiere after installing. Check **Window > Extensions** and confirm that the release supports your Premiere version. Use the official package from [Downloads](/download).

## Font or line spacing looks wrong

Install the included Montserrat Black font, then restart Premiere. Check font selection, size, line spacing, and Characters per line. Compare using a rendered Premiere sample; the HTML preview is for layout.

## Activation or transcription fails

Check your connection, subscription status, device slots and remaining minutes in [your account](/dashboard). Verify that source audio is online and the selected range contains speech.

If payment is still processing, allow it to finish before purchasing again. If a verified email link has expired, request a new one.

## The video track does not exist

The panel identifies the missing track and offers to create tracks when the host supports it. You can also create the video track manually in Premiere and try again.

## Placement stopped partway through

Inspect the dedicated caption track. Already placed clips may remain. Save the project, identify the affected caption clips and review any overlap prompt before restarting. Do not delete unrelated footage or an entire populated track to recover.

## The sample preview already contains captions

Rendering another sample replaces the old sample in the dedicated TCaption preview sequence. Return to your working sequence before continuing your edit.

## Styled playback is slow

Pre-render the sequence in Premiere after styling. Check that any optional effect plug-ins are installed, or disable those effects.

## Need more help?

Use the extension's feedback control and review the report before sending it. Include your extension and Premiere versions, operating system, what you were doing and the exact error. Never send a license key or payment details in a public report.