Fixing the Snags People Run Into Most

Resolve common issues

When our messages aren't reaching you, whether that's an order confirmation, a reply to a quote, or a password reset link, your spam or junk folder is the first place to look. Automated mail sometimes lands there even after you have written to us before.

So future messages come straight through, add us to your contacts or your safe sender list.

When our mail keeps bouncing, we show a notice inside your account the next time you sign in. If you see it, confirm that the address on file is spelled correctly and check whether your mail provider is having any trouble accepting incoming messages.

It also helps to keep a phone number on your account as a fallback for the times email won't go through. Either way, you can sign in any time to view the status of a quote or an order and to pick up your files.

Links in Older Emails Are Broken

We switched email providers, and as a result certain links in messages dated before June [SCRUBBED_DATE] no longer work and instead bring you to this page.

To get to a quote or an order, here is where to go:

• With an account, sign in and open your or .
• Ordered as a guest? Use instead.
• Still stuck? Reach out and give us your order or quote number.

Transactions Declined Due to Incorrect AVS

A declined payment often traces back to an AVS mismatch. AVS stands for Address Verification System, and a mismatch tells you the billing ZIP or postal code you typed doesn't line up with whatever your bank or issuer has recorded for the card.

Confirm the code you submitted is right and up to date

Check that it matches, character for character, the record held by the bank or issuer behind the card

Switch to another card or payment method if the problem keeps happening

One thing to keep in mind: an AVS rejection comes from your bank, not from ABC Translations. When a charge is declined, no money ever reaches us.

CVV Entry Errors During Payment

Another common cause of a declined charge is a wrong CVV. That is the short security number, three digits or sometimes four, shown on a credit card or a debit card. Payment systems ask for it to confirm the card and to guard against someone using it without permission.

Confirm you've keyed in the CVV exactly right

Check that the digits match what is printed on the card itself

If trouble continues, switch cards or ask your card issuer for help

Your bank or payment provider owns CVV checks. Beyond the response the processor sends back, we can't see why a given charge was turned down.

Unable to Download or View Translation Files

Can't open your finished translation? Start by confirming you're signed in and looking at the right order page. If you are signed in and the files still won't download, work through these steps:

• Clear your browser cache
• Switch to a different browser (Chrome is our suggestion)
• Turn off any browser extensions that could be blocking downloads
• If nothing changes, get in touch and tell us your operating system, your browser, and a screenshot showing what you see.

Adding Services to a Completed Order

Already got your finished translation back and realized you need something more, like notarization, an apostille, or shipping? We can take care of that. Reach out and tell us what you'd like to add.

From there we'll confirm whether the add-on fits your existing order and send you a link to pay for the upgrade.

Order or Quote Not Appearing in Your Account

When a recent order or quote is missing from your account, the reason is usually one of these:

• You placed the order or asked for the quote as a guest under a different email address
• The account you set up uses an email that differs from the one tied to that guest checkout
• The account was set up but never activated

To sort it out, open the confirmation email for that quote or order and note which address received it. That address is the one to sign in with. If you aren't certain, or you can no longer reach that inbox, send the order or quote reference number over and we'll connect everything to your account.

Trouble Logging In or Resetting Your Password

Locked out? Start from the “Forgot password” link found on the . We'll send you an email holding a secure link you can use to set a fresh password.

When that email hasn't shown up after a few minutes:

• Look in your spam or junk folder
• Confirm you typed the right email address
• Give it another try or reach out for help

If your earlier quote or order went through as a guest, your account might not be fully set up yet. Our article on covers what to do next.

File Upload Problems

Running into a snag while uploading a file?

Confirm the file uses one of the formats we accept (PDF, DOCX, JPG, PNG, and the like)

Keep the file under the size cap (usually 100MB)

Switch browsers, or turn off any extensions that could be getting in the way

When none of that works, you can email the file to us, including the reference number for your order or quote. Keep in mind, though, that we'd rather you not email files, since that route is less secure. Whenever you can, uploading through our site is the safer choice.

Translation Formatting Doesn't Match Original

We work to keep the broad layout and structure of your source document close to the original, though we don't set out to reproduce it exactly.

With certified translations, what we aim for is text that reads cleanly and clearly, so whoever receives it can line up the source and the translation side by side without difficulty.

Duplicate Charges or Payment Confirmation Issues

Seeing more than one charge? In most cases these are short-lived authorization holds your bank places for payments that were declined or tried again. As a rule they clear on their own within a few days.

The moment a payment goes through, an email confirmation lands in your inbox. If one never arrived, or a charge has you unsure, reach out and we'll check on the status for you.

Delays in Order Turnaround Time

Most orders go out on schedule or ahead of it, but now and then something pushes a delivery back, such as:

• Source material that is missing or hard to read
• A finalization that is waiting on the customer's go-ahead
• Unusually involved work or an uncommon language pairing

The clock on your turnaround starts once we've reviewed the order and handed it to a translator. Because real people do this work, a personal situation like an illness or an emergency can occasionally set things back, and when that happens we may hand the work off to a different qualified translator.

Should a delay come up on our side, we'll let you know at the earliest point we can. And if you're wondering where your order stands or haven't heard from us, just reach out and we'll gladly look into it.

To read more about the way turnaround timelines are set, see our article on .

Requesting Changes to Submitted Documents

Sent up the wrong file, or want to adjust something once your request is already in? Let us know quickly. We'll work alongside you to update your quote or order as needed.

Once work is underway, a prorated difference in price may apply, based on how far the first file has progressed and how the replacement stacks up against it. We sort each of these out one situation at a time.