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xtAudio by Xtrategika

xtAudio support

We're here to help you get xtAudio working on your site. Before you write, check the Guide and the common problems below: the answer is almost always there.

How to get help

Include in your message:

  • your order number or the email you bought with;
  • your site's address (URL);
  • your xtAudio, WordPress and PHP versions (you'll find them in Tools → Site Health → Info);
  • the provider and model, for example Google Gemini 3.8 Flash TTS;
  • the exact error message and, if you can, a screenshot;
  • what you tried.

Never send us your Google or OpenAI API key: we don't need it.

What support covers: it lasts 1 year from purchase and covers installation, setup and software errors. It doesn't include custom development, problems with your hosting, your theme or plugins unrelated to xtAudio, or managing your account with the AI provider, although we'll point you in the right direction. The date it ends appears in xtAudio → Settings → License ("Support until…") and in My Account → Licenses.

Are you a founder? You book your free 20-minute kickoff call with the link in your purchase confirmation (it's on the thank-you page and in the email).

Payment receipt: you get it by email. If you need an invoice with other details, write to us.

Common problems

"This license is already in use on 1 of 1 sites…"

The license is already active on as many sites as you bought.

  • If you no longer use the other site, free it in My Account → Licenses → "Free site" and click "Activate" here again.
  • If you copied or moved your site to another domain, the new domain counts as another site: free the old one.
  • If it's a test site and it used up one of your sites, write to us: your host may use a test domain that isn't on our list.
  • If you need more sites, the 5-site license is the way to go.
  • If you see "This license already used its site changes for this year…", write to us and we'll help you move it.

"Could not reach xtrategika.com to activate the license…" or "The license could not be verified in 30 days…"

Your server can't connect to xtrategika.com. Meanwhile, xtAudio keeps working with the last known status for up to 30 days after the last successful check. After that, it stops generating new audio; audio already generated keeps playing.

  1. Wait a minute and try again.
  2. Ask your host to allow outgoing HTTPS connections (port 443) to xtrategika.com, generativelanguage.googleapis.com (Gemini) and api.openai.com (OpenAI).
  3. Check whether your security plugin or firewall blocks outgoing connections.
  4. If your wp-config.php has define('WP_HTTP_BLOCK_EXTERNAL', true);, add below it:define('WP_ACCESSIBLE_HOSTS', 'xtrategika.com,generativelanguage.googleapis.com,api.openai.com');
  5. Then go to xtAudio → Settings → License and click "Activate" again with your key.

Other license messages

  • "The license key is not valid…": copy it again from My Account → Licenses, with no spaces. It looks like XTA-XXXXX-XXXXX-XXXXX-XXXXX.
  • "This license was cancelled…": the license was revoked, for example because of a refund, a chargeback or one of the causes in section 13 of the Sale terms. If you think it's a mistake, write to us.
  • "The license server answered "…". Try again in a few minutes.": wait a few minutes and try again. If it continues, write to us with the exact text.

AI provider limits and errors

  • "The daily Gemini limit was reached (free tier)…": you've reached the free tier's daily limit. You have three options:
    • continue tomorrow, when Google resets the limit;
    • enable billing in Google AI Studio (paid tier);
    • in Convert articles, click "Finish with…" another provider, if you've already set up its key.
  • "Gemini (HTTP 429): …" without the word "daily", or "Temporary error, retrying in N s…": it's a per-minute limit. xtAudio retries on its own. If it continues, wait a few minutes and click "Continue" or "Retry".
  • "Your OpenAI account has no credit…": add credit at platform.openai.com → Settings → Billing.
  • "Google rejected the Gemini API key…" or "OpenAI rejected the API key…": create a new key, paste it in Settings → Provider and voice and save.

I publish an article and the audio isn't generated

Automatic generation starts about a minute after you publish and moves forward in parts with WP-Cron.

  1. Check that the license is active on this site.
  2. In Settings → Content, check that the content type is checked and "Generate the audio when an article is published or edited" is on.
  3. Wait a few minutes. WP-Cron only runs when someone visits your site: with little traffic, it takes longer.
  4. If your wp-config.php has define('DISABLE_WP_CRON', true); and your server has no cron of its own, automatic generation never runs. Create a cron job in your hosting panel (Cron Jobs) that runs every 5 minutes:curl -s "https://YOURSITE.com/wp-cron.php?doing_wp_cron" > /dev/null 2>&1Or ask your host to do it.
  5. Meanwhile, generate the audio from the "xtAudio" box in the editor ("Generate audio") or from Convert articles. Both run from your browser and don't need WP-Cron.

Automatic generation doesn't run while importing content or in bulk edit: for those articles, use Convert articles. If an audio fails, you'll see the notice "xtAudio could not generate an audio automatically." with the reason.

WAV or MP3 (ffmpeg)

Google Gemini delivers audio as WAV. If your server has ffmpeg and PHP can run it, xtAudio saves it as MP3, about 6 times lighter. OpenAI delivers MP3 directly.

  • Check it in Settings → Advanced → "Audio format": it says "MP3 conversion available" or "MP3 conversion not available".
  • WAV plays the same in every browser, but takes more space: about 2.8 MB per minute.
  • To get MP3, ask your host to install ffmpeg and allow PHP to run it (some shared hosts block it). If ffmpeg is in an unusual path, a developer can set it with the xt_audio_ffmpeg_path filter.
  • Audio already saved as WAV stays that way; new audio is saved as MP3.

The player doesn't appear

  1. Check that the article has audio: look at the "Audio" column or the "xtAudio" box in the editor.
  2. In Settings → Player, if you chose "Only where you place the [xt_audio] shortcode", you need to place the shortcode.
  3. If your posts use an Elementor, Beaver Builder or other page builder template, place the [xt_audio] shortcode in the template.
  4. Check that the content type is enabled in Settings → Content.
  5. Clear your site's, your host's or your CDN's cache.
  6. With a cancelled license (because of a refund or chargeback), the player is hidden.

I don't see an update

  • New versions appear in Plugins usually within 24 hours, and only on sites with an active license. "Check again" (Dashboard → Updates) doesn't speed up xtAudio's own check, which runs at most every 12 hours.
  • On a multisite network, activate the license on the main site.
  • You can also download the latest version in My Account → Licenses and upload it in Plugins → Add New Plugin → Upload Plugin: WordPress offers to replace the installed version.

Refunds

You can ask for a refund within 30 days of purchase. Write to info@xtrategika.com with the subject "Refund" and your order number. If you're asking because xtAudio doesn't work, also include your site's address and what's happening. The conditions are in the Refund Policy.

Getting started guide · Sale terms · Refunds · Privacy