If there are sync or wording errors, and we provided the transcript, please open a Support ticket so that we can troubleshoot further.
If you provided the transcript and there are sync errors, you can add sync markers to your transcript, and then use the free Redo feature to issue new results.
Alternatively, you can add Result Review to your submission and we will fix sync for you.
Adding sync markers:
If your content is "sweetened", i.e., it's mixed with music, noise, sound-effects, talk-over, pauses or unclear audio, and captions are out of sync, you can use sync markers to improve the results. A complete description of how to use sync markers in the transcript is available in our Sync Marker Summary article.
After you have marked up the transcript, you can resubmit it using our free Redo feature.
Encoding Issues with the media file:
Synchronization problems can be caused by encoding errors present in the media file. For example, some mp3 encoders create files that simply do not play properly on all players, and Windows Media Player is particularly susceptible to this issue.
If you're using an .mp3 file on Windows Media Player to correct synchronization issues with the captions, and adding the correct sync markers seems to not be working, then there could be a problem with the encoding on your media file.
A simple test to check for encoding problems is to take the .mp3 file and play it in several players: pick a spot near the end of the file and note the timecode there. Then check at that same timecode in another player -- you should be hearing the same audio. If you are not, there is a problem with the file (contrasting QuickTime vs Windows Media Player is usually a good choice).
A workaround can be to use another player and/or a different media file format (e.g., .wav) to correct synchronization issues. This may require you to use other caption formats, since different players have different requirements.