Support for iPhone

Back to your video.

Answers to the common questions, and a person to write to when they don’t help.

Narration needs captions

Renarrator reads a video’s captions aloud, so a video with no captions can’t be narrated. The app doesn’t transcribe speech.

• Turn on captions in the video player, then start narration again.
• Try another captioned video to find out whether the problem is that one video or the site.
• Some websites don’t make their captions available to the app.

Narration stops in the background

Narration plays only while Renarrator is on screen. It stops when you switch to another app or lock your device, and the app has no background or lock-screen playback. When you come back, tap Narrate to start again. Where the app can detect a video ad, narration also stops until it ends.

Google sign-in isn’t available inside the app

Google doesn’t allow its sign-in page in embedded web views like the one in Renarrator, so the app shows a message when a site asks you to use it. Sign in to that site with an email address instead, using its “Forgot password” link if you need to set a password, or with Apple if the site offers it.

This only affects signing in to websites. Your Renarrator account uses an email code.

AI voices need 6 GB of memory and a 332 MB download

English AI voices run on your device. They need an iPhone with at least 6 GB of memory, and the app tells you if yours has less. Apple voices work on every supported iPhone, and they are free.

1. Go to Settings → Voices and downloads → Manage voices and downloads.
2. Choose Download English voices (332 MB), on a connection you are happy to use for a file that size.
3. Keep enough free storage for the download. The voices then work without downloading again.

To use AI voices you need Lifetime or the free minutes that come with an account.

Cloud voices aren’t working

Cloud voices use your own API key from OpenAI, ElevenLabs or Google, with billing turned on and credit available at that provider. A chat subscription alone doesn’t usually include API credit. Your provider bills you directly. Cloud voices also need Lifetime or the free minutes that come with an account, and the app asks your permission before it sends text to each provider. You can test or remove a key under Settings → Voices and downloads → Manage voices and downloads.

Your sign-in code

Codes expire after 10 minutes. Check your spam folder, confirm the address, and ask for a new code if you need one. We will never ask you to share a code with support.

Restore purchases

1. Make sure you are using the Apple Account that made the purchase.
2. Go to Settings → Lifetime access.
3. Choose Restore Purchases.

You don’t need a Renarrator account to restore. If you have a license from another Renarrator purchase, sign in under Settings → Account with the email it is linked to. A desktop license is recognized here only after it has been activated in the Renarrator Chrome extension while you were signed in there with that email. If you activated it before signing in, sign in to the extension and activate it again.

Refunds

Apple handles refunds for App Store purchases, and we can’t issue them ourselves. Request a refund from Apple.

Delete your account

1. Go to Settings → Account and sign in if you aren’t already.
2. Choose Delete Account, read what it removes, then choose Email Me a Code.
3. Enter the 6-digit code from the email, then choose Delete Account Permanently.

Deletion is complete as soon as the app confirms it. Your App Store purchase stays with your Apple Account and can still be restored. Deleting your account doesn’t refund it, and signing in again with the same address doesn’t restore free minutes you have used. If you can’t sign in, email support@renarrator.com from your account address. Our privacy notice lists what deletion removes and what it keeps.