Contacting Customer Support

Contact customer support

Any question or snag tied to your translation is one we are glad to take on. It may be worth getting in touch when you need a hand with:

• Questions about starting an order or getting a quote
• Trouble signing in or opening your files
• Clarification on services or pricing
• Technical problems or errors
• Help with company accounts or billing
• Need a correction or an update made to your translation? The part below walks you through the revision request form.

Why We Prioritize Email Support

Reaching our team by email tends to work best. A translation job usually carries a lot of moving parts, several files, more than one language, different service types, and exact instructions, and putting all of that in writing keeps anything from getting lost in translation.

Working over email lets us read through what you are asking, send it to the right person, and come back with an answer that is precise and easy to follow. It also leaves a written trail of the exchange, which comes in handy later for reference or follow-up.

There are a few ways to get to us: fill out the on our site, write straight to , or simply reply to any update email we have sent about your order or quote.

How Our Automated Phone Line Works

There is a support line, ([SCRUBBED_PHONE], though it runs on automation and only reads back simple status updates on your orders and quotes. No live agent answers it, so it cannot take particular questions or make changes.

Seeing the complete details of an order or quote safely means signing in to your account first. Once you need more than a simple status check, drop us an email.

Using the Revision Request Form

Once a translation is finished and needs a tweak, the fastest, most reliable path is right on your order status page. There you can spell out precisely what should change and attach any supporting files that help.

After you send it, the request lands straight with your translator, who looks it over and makes the fitting edits. Sending revisions by email tends to slow things down, and for the sake of accuracy and verification we will not take them over the phone at all.

Information to Include When Emailing

Packing your message with detail is the best way to keep things moving on our end. The more you share, the faster we grasp what you need and pass it to the right person with no wasted time. Where you can, please add:

• The number tied to your order or quote, where you have one
• Whatever email you used to sign up
• A plain explanation of what you need help with
• Any relevant attachments or screenshots
• For a bug or technical glitch, tell us which browser and operating system you are on

Support Hours and Response Times

We get back to support emails fast, usually inside an hour while we are open, from 7 a.m. to 11 p.m. PST. Since the team is on every day of the week, the longest you should ever wait is until the following day, though replies may run a touch slower over weekends and holidays.

Keep in mind that there is no walk-in help available. Everyone here works remotely, and the mailing address exists solely to receive business checks, not for dropping off paperwork or stopping by.

Escalating an Unresolved Issue

Contacted support but still not satisfied with how things landed? Just reply on the same email thread and ask for the matter to be escalated. We keep a close eye on open cases, and a manager or senior colleague takes a look at every escalation. We weigh each one by how pressing and far-reaching it is, and our goal is to map out a clear next step within a single business day.

So we can move this along quickly, send us:

• A short rundown of what went wrong
• What resolution you're expecting
• Anything useful that isn't already in the email chain

Support for Different Languages

Our support runs in English as well as Spanish. Write in whichever of the two suits you, and someone on the team will answer in kind.

Beyond those two, we can lean on machine translation to help in further languages. If you write in anything other than English or Spanish, do bear in mind that meaning can slip or take longer to land, and what we send back will most often be in English. To keep support both quick and precise, English or Spanish is the better choice whenever it works for you.