Licenses
I bought Lozenge and never got my license
Go to lozenge.ai/license and enter the address you gave Stripe at checkout. Check the spam folder first, and check that the address you are typing is the one on the Stripe receipt rather than the one you usually use.
That form answers the same way whether or not an address bought anything, so silence from it is not an answer. If nothing arrives, write to us.
A refunded purchase, a lapsed subscription, or an expired Pro Pass will not produce a license, and that is the usual reason an address that did buy something gets nothing back.
I moved to a new Mac
Your license is not tied to a machine. Install Lozenge on the new Mac and paste the same license in. If you no longer have it, see the answer above.
Lozenge says my license is not valid
Almost always this is a copy that picked up a line break or a trailing space. Copy it again from the email, straight from the end of one line to the end of the last, and paste it with nothing selected in the field. If it still refuses, write to us with your plan, its expiry, and the address on your Stripe receipt. Do not email us the license itself: it is a bearer credential, and whoever holds it holds your copy of Lozenge.
Permissions
Lozenge is not hearing anything
macOS has to be told, once, that Lozenge may use the microphone. Open System Settings, then Privacy & Security, then Microphone, and check that Lozenge is listed and switched on. If it is listed and on and still silent, press Stop and start the session again: Lozenge asks macOS about the microphone every time a session starts, so it picks up the change without a relaunch.
If Lozenge is not in that list at all, it has not asked yet. Start a session and macOS will ask.
It is hearing me but not the other people
Your microphone picks up the room, not the audio your Mac is playing. Capturing what the Mac plays is a separate thing and is off until you turn it on, on purpose. Turn it on in Lozenge, and grant the screen recording permission macOS asks for when you do. That permission is how macOS gates system audio; Lozenge does not record your screen.
Screen recording is the one permission that does need a relaunch. After you grant it, quit Lozenge and open it again.
Can I take the permission back
At any time, in the same System Settings panes. Lozenge opens the microphone when you start a session and closes it when you press Stop, and nothing runs while the app sits idle.
Audio and transcription
The first session was slow to start
Transcription runs on your Mac, and the engine downloads its model the first time it is used. The speaker labels download a small model of their own. It happens once, it needs a network for that one time, and after that neither needs one.
The wrong microphone is being used
Listen uses whatever macOS has set as the system input, so change it in System Settings, then Sound, then Input. The Microphone picker in Lozenge’s own settings does not apply here: it belongs to Record, the video feature. If you change devices mid-session — unplugging headphones is the usual way — stop the session and start it again, because Listen opens the device once at the start and does not follow a swap.
The words are wrong often enough to be a problem
On macOS 14 Sonoma through macOS 15, Whisper does the words, and the first thing to try is a larger Whisper model. On macOS 26 you also have Apple’s on-device engine, and the two fail in different places, so it is worth trying the other one. Names and jargon are where all of them struggle. If accuracy still is not enough, Deepgram is an explicit setting — it sends audio off your Mac, which is why it is never the default and never turns itself on.
The speaker labels are wrong
Speaker labels are a guess made from the sound, and they get worse when people talk over each other, when several people share one microphone, or on a bad connection. They are a convenience, not a record of who said what.
Research, live answers, and model keys
Research and live answers are not doing anything
They need a model provider configured, because Lozenge does not ship a key of its own. Add your provider’s key in settings, or point Lozenge at Ollama to keep the work on your own machine — which it is, so long as the base URL you set is your own machine and not another host. Both features are on by default once a provider is set, and each switches off from the Listen menu.
Where does my API key live
In the macOS Keychain, on your Mac. It is never logged and never sent anywhere except to the provider it belongs to. We never see it, which also means we cannot recover it for you.
What gets sent to my provider
The passages the feature needs, not your library. The privacy policy sets out what each feature sends.
My provider is billing me
That bill is between you and them. Lozenge calls the provider with your key, so the usage is yours and the rates are theirs. If it is higher than you expect, turn off live answers and research from the Listen menu and they will stop calling out.
The phone remote
The remote serves a page on your local network, only after you open it, and only until you press Stop. The phone has to be on the same Wi-Fi as the Mac — a phone on cellular will not find it, and neither will a phone on a guest network that is isolated from the main one, which is the usual cause on hotel and conference Wi-Fi.
The script crosses that network unencrypted. Stop it when you are done, and do not run it on a network you do not trust.
Lozenge for iPhone
Lozenge for iPhone is a free app that does what the phone remote does and more. In Lozenge on your Mac, choose Prompter > iPhone Companion and press Start, then scan the code it shows. The phone and the Mac talk directly over your Wi-Fi, encrypted, so the same rule applies: same network, and not a guest network that is isolated from the main one.
If the Mac sleeps, or you press Stop, the pairing ends. Scan a fresh code to pick up again. What the app shows follows your plan on the Mac, and the phone never asks you to pay for anything. It needs iOS 17 or later.
Its Prompter tab is a teleprompter on the phone itself and needs no Mac. If the page does not move as you read, check the status: Mic in use means a call or Siri has the microphone. If the phone cannot recognize your language on the phone, it says so, and Scroll at Speed still works. If a phone and a Mac will not pair, update both, since they have to be on matching versions.
Without a Mac or an iPhone
There is no Windows or Android app. The prompter in your browser works on any of them, free, with no account. It opens a Lozenge script, Markdown, or plain text, and reads it with the same rules as the Mac app.
A browser tab cannot hide from a full-desktop share, so keep it on a second device or share one window. Your script is never uploaded or saved, so closing the tab loses it; keep your own copy. To hear if a Windows app happens, see Windows and Android.
Buying, refunds, and receipts
Where is my receipt
Stripe sends it, and Stripe is the merchant on the transaction. Search your mail for Stripe rather than for Lozenge. The card statement will name Stripe too.
I want a refund
Write to hello@lozenge.ai with the address you bought with. Tell us what went wrong if you have the patience — a refund that teaches us something is worth more to us than the sale. The terms say what we commit to.
How do I cancel a subscription
Sign in at lozenge.ai/account and cancel there. If the page will not load, or it shows no plan in force because a payment already failed, write to hello@lozenge.ai and we will cancel it. Cancelling stops the renewal; it does not cut off the time you have already paid for.
My renewal failed and the app says my license expired
Lozenge asks for a fresh license as the old one nears its end, and a failed payment is the usual reason it cannot get one. The card on file is changed in Stripe’s billing portal, which you reach by signing in at lozenge.ai/account. Once the payment goes through, reopen Lozenge. If it still refuses, write to hello@lozenge.ai with the address you bought with.
Privacy and your data
The short version is that your sessions, transcripts, and templates are files on your Mac, written where you put them, and they do not sync or upload. The long version is the privacy policy, and the cookie notice covers this site. Questions about either go to privacy@lozenge.ai.
Whether to tell the people you are talking to that you are taking notes is your call, and recording law varies by state and country. We think it is worth saying out loud. The acceptable use policy is where we set the line.
Writing to us
hello@lozenge.ai reaches a person. There is no ticket number and no queue robot, which also means nothing gets closed for inactivity while you are still waiting.
If Lozenge is misbehaving, tell us these four things and the first reply can be a fix instead of four more questions:
- The version of Lozenge, from the About window.
- Your macOS version, and whether the Mac is Apple silicon or Intel.
- What you did, what you expected, and what happened instead.
- Whether it happens every time or only sometimes, and what is different when it does.
Send no transcripts and no session files unless we ask, and if we ask, send the smallest piece that still shows the problem. We would rather not hold your work.
What to expect
One person, one time zone, United States Eastern time. Most mail is answered within a day or two on weekdays. A bug that needs a release takes as long as the release takes, and we will tell you which kind of answer yours is rather than leaving you to guess.
Feature requests are welcome and are read, all of them. We will not pretend every one is on a roadmap.