This article is for support when connecting to CAPTURE.AUDIO at the studio. If you've already connected, visit Issues trying to record with CAPTURE.AUDIO or Issues with my recorded tracks

How it should work:

When you have booked a CAPTURE.AUDIO studio and arrive at the studio, the following should happen:

  1. You connect to PIRATE WiFi when you arrive
  2. You receive an SMS 10 mins before your booking start time with a link
  3. You follow the link in the SMS and successfully connect to the CAPTURE web app

DIDN’T RECEIVE THE SMS

You should receive the SMS 10 minutes before your booking, but sometimes poor signal or an incorrect phone number can mean this is isn't received. 

 

1 - Find the link to OPEN CAPTURE.AUDIO in My Bookings 

Go to My Bookings and select your current booking. On the booking details page there should be a 'OPEN CAPTURE.AUDIO' button which will open up the recording page.

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This should allow you to record your session, but if you have any further issues contact support.

 

2 - Update your phone number 

If you didn't receive the SMS at all then go to My Details in My Account and update your phone number.

I'M SEEING A 'DISCONNECTED FROM PIRATE WIFI' ERROR

1 - Check you're connected to PIRATE WiFi

CAPTURE.AUDIO requires you to be connected to our WIFI network to start and stop your recordings. Ensure you connect to 'PIRATE WiFi' network.

2 - Disable Private Relay if you're using an Apple device

If you've connected to WiFi but are still getting this error, it could be that our service is being blocked by iCloud Private Relay. Turning it off for your session may resolve the issue:  

  • iPhone / iPad: you can turn off iCloud Private Relay in Settings > [your name] > iCloud > Private Relay 
  • Mac: choose Apple menu  > System Preferences, then click your Apple ID. Select iCloud > Private Relay.

 

 

NO BOOKING FOUND

If you have followed the link but received a “No booking found” error, this can mean that you're clicking on an out of date recording link, or the link is incomplete. 

 

1 - Try the link in My Bookings

Some phones don’t recognise special characters in the URL we send, so go to My Bookings, open the booking and try the OPEN CAPTURE.AUDIO button.

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If the above steps didn't help with your issue, you may need to report a fault to our support team.

Need to report a fault or want some advice?

  • You can send us a WhatsApp message or head to support.pirate.com and tap the chat icon to connect. 
  • If you're in the USA you can also send us an SMS at +1 (866) 606-0065
  • We'll be able to help you a lot faster if you share a picture or a video of the issue!
  • Our support team is available 24/7.