CaptionSync is an automated system that will ingest and process all requests submitted to it. When we receive a Captioning and/or Transcription request from a 3rd-party system, we are usually unable to detect if you have already submitted that entry/presentation before. Therefore, our system will not monitor your account for duplicate requests, and each new submission will be processed, transcribed, and captioned as a new job. Also note that requests made via 3rd-party systems need to be cancelled from within the CaptionSync account they are integrated with.
As such, AST is unable to provide credit or refunds for duplicate submissions. Please be careful to ensure you do not submit material more than once.
When making your request via a 3rd-party integration, please ensure you monitor the progress of the submissions by opening the Status of Submissions page, on the relevant CaptionSync account. Usually, the requests will show on the submission history after a few minutes (sometimes it takes a bit longer). Ensure you refresh the page periodically until you see the requests listed there. If you detect duplicates in the submission history, or jobs with the wrong duration or settings, please cancel them immediately. Once transcription starts, it's no longer possible to cancel a request.