Having trouble with Freed on your iPhone or iPad? This guide covers the most common issues and how to fix them.
Quick fix for most issues: Make sure your Freed app and your device software (iOS/iPadOS) are both updated to the latest version. Many issues are resolved by updating.
Recording Issues
Why is Freed not recording or capturing audio?
If recording fails to start or you see an error about microphone access, check the following:
Grant microphone permission to the Freed app:
Open the Settings app on your iPhone or iPad.
Scroll down and click Apps
Select Freed AI
Make sure the toggle for Microphone is turned on
Check that your microphone is not muted and that no other app is using the microphone at the same time.
Restart the Freed app: Swipe up from the bottom of your screen (or double-tap the Home button), swipe away the Freed app, then reopen it.
Restart your device if the issue continues.
Freed says my microphone is not capturing any audio. What do I do?
If Freed detects silence for several seconds during a recording, it will stop and show this message. This usually means:
Your microphone is muted at the device level.
The wrong microphone is selected (for example, a disconnected Bluetooth device).
Another app is using the microphone.
To fix: Tap the Mic Input field before starting your next recording and select your device's built-in microphone. Make sure no other audio apps are running.
Can I use AirPods or other headphones as my microphone?
No. If you use AirPods or other headphones as the microphone, Freed will only capture your voice — not the patient's. For the best results, use your iPhone or iPad's built-in microphone and place the device between yourself and the patient.
If you need to use headphones for listening (for example, during a phone call), use Freed on a second device to record the conversation. Alternatively, you can record telehealth visits over Google Chrome or Microsoft Edge in lieu of the iOS app.
Can I record while using other apps or when the screen is locked?
Yes — you can move the Freed app to the background during a recording and it will continue recording. You can monitor the recording using Live Activity, which shows recording status on your Lock Screen and Dynamic Island.
Tip: Moving the app to the background also reduces battery usage by approximately 50%. If you return to the app and notice the recording has paused, simply tap the record button to resume.
How do I pause or end a recording?
To pause: Press and hold the purple record button. The recording will pause without ending the session. Tap again to resume.
To end: Swipe the slide-to-end control at the bottom of the screen.
These controls are designed to prevent accidental pauses or endings during a visit.
Can I resume a visit after ending it?
The Resume Visit feature (which allows you to add more audio to a completed note) is currently available on the desktop version of Freed only. It is not available on the iOS app at this time.
If you need to add information after ending a visit, you can edit the note directly on mobile, or switch to Freed on desktop to use Resume Visit.
Notes & Syncing
My visit finished but the note is not generating. What should I do?
If your note is stuck on "transcribing" or "uploading" after a visit:
Check your internet connection. The note cannot be generated without a stable internet connection. Once you reconnect, Freed will automatically upload the recording and generate the note.
Log out and log back in. This refreshes your session and often resolves the issue. Go to the menu (three horizontal lines at the top of the screen) and tap Log Out. Then sign back in.
Wait a few minutes. Longer visits may take more time to process. Keep app in the foreground for several minutes.
What happens if I lose internet during a recording?
Freed saves your recording locally on your device. You can continue recording even without an internet connection. Once your device reconnects to the internet, Freed will automatically upload the audio and generate the note — no action needed on your part.
This makes Freed ideal for in-home visits, mobile clinical settings, or areas with poor network coverage.
My notes are not syncing between my phone and desktop. How do I fix this?
Notes, templates, and patient lists sync automatically between all your devices. If notes are not appearing on your other device(s):
Make sure you are signed into the same Freed account on both devices. Go to left hand menu > Settings and check the email address.
Confirm you have a stable internet connection on both devices.
Log out and log back in on the device where notes are missing.
Wait a few minutes. Keep app in the foreground for several minutes.
Pull down to refresh the notes list on mobile.
Login & Account
I keep getting asked to log in, or the app will not load after signing in.
If you are stuck in a login loop or the app is not loading:
Force close the app and reopen it.
Make sure your device software is up to date (Settings > General > Software Update).
Make sure the Freed app is up to date (check the App Store for updates).
Delete and reinstall the app from the App Store. Your notes and data are stored in your Freed account and will not be lost.
How do I reset my password on mobile?
On the login screen, tap Forgot Password.
Enter the email address associated with your Freed account.
Check your email (including spam/junk folders) for a password reset link.
Follow the link to create a new password, then sign back into the app.
If you originally signed up using Sign in with Google, you do not have a Freed password. Use the Google sign-in option instead.
Subscription & Billing
Why does my subscription cost more than what is listed on the Freed website?
If you subscribed through the Apple App Store, the App Store adds additional taxes to the subscription price. This results in a higher cost compared to subscribing directly through the Freed website.
To switch to direct billing (recommended):
Cancel your current subscription in the App Store: Open Settings > tap your name at the top > Subscriptions > Freed > Cancel Subscription.
Wait for your current billing period to end.
Sign into Freed on a computer web browser at app.getfreed.ai.
Click the Subscribe button to set up a new subscription directly with Freed.
Your notes and account will remain intact throughout this process.
How do I manage or cancel my subscription?
It depends on how you subscribed:
If you subscribed through the App Store: Open Settings > tap your name > Subscriptions > Freed. You can change or cancel your plan here. The Freed support team cannot modify App Store subscriptions.
If you subscribed directly through Freed: Sign in on the web or app, go to Settings > Subscription, and click Manage Subscription.
Feature Availability
Can I push notes to my EHR from the iOS app?
The Push to EHR feature requires the Freed Chrome extension and is available on desktop only. It is not currently available on the iOS app.
To push a note to your EHR, open Freed on your computer using Google Chrome and use the Push to EHR feature.
Can I record telehealth visits on the iOS app?
The Telehealth Visit Capture feature (which captures both sides of a virtual visit while wearing headphones) requires Google Chrome or Microsoft Edge on a desktop computer. It is not available on the iOS app.
Workaround for telehealth on mobile: Use Freed on a second device (such as a phone or tablet) to record the audio from your virtual visit by placing it near the speaker. Alternatively, use Freed on a desktop for the best telehealth experience.
Can I use templates on the iOS app?
Yes. You can select a template before starting a recording by tapping the Template field. If you do not select a template, Freed will use the last template you selected.
To create or edit templates, use Freed on desktop via the Template Library.
Device & App
How do I update the Freed app?
Open the App Store on your iPhone or iPad.
Tap your profile icon in the top right corner.
Scroll down to see available updates. If Freed has an update, tap Update.
We recommend enabling automatic updates so you always have the latest version.
Is Freed draining my battery?
Recording visits does use battery, especially for longer sessions. To reduce battery usage:
Move Freed to the background during recording — this reduces battery usage by approximately 50%.
Close other apps you are not using during the visit.
Use a charger for extended recording sessions.
The app is not working well on my iPad. What should I do?
Update iPadOS to the latest version (Settings > General > Software Update).
Update the Freed app to the latest version from the App Store.
Force close and reopen the app.
Delete and reinstall the app if issues persist. Your data is stored in your account and will not be lost.
If your iPad cannot update to the latest iPadOS version, you may experience compatibility issues. In that case, you can use Freed through your iPad's web browser at app.getfreed.ai as an alternative.
How do I enable notifications from Freed?
To receive notifications when your notes are ready:
Open Settings on your device.
Scroll down and tap Freed (or search for it).
Tap Notifications and make sure they are enabled.
Still Need Help?
If your issue is not covered here, get in touch with our Clinician Support team:
In-app support: Tap the menu icon (three horizontal lines) at the top of the screen, then tap Chat with Support.
Email: [email protected]
Join a call: Book a 15-minute call with our support team.