The voice note arrived but wasn't transcribed

Three possible causes:

1. Monthly quota exhausted — Free has 20 transcriptions/month and Start 200; the audio arrives as "[Voice note received]" and the quota renews at cycle rollover (upgrading unlocks it instantly);
2. Unsupported format — very rare, but some exotic forwards fail; ask the customer to re-record;
3. Momentary instability — the transcription failed but the conversation continued; the next voice note works normally.