Translate.Express FAQs

For a full list of FAQs about all aspects of our service, visit our support area

• ›What is the turnaround time for translation?

   

  Standard level is our lowest-price and fastest service. For most texts of under 500 words, you will receive your text in under two hours. At Business and Ultra level, a similar-length text may take longer, up to 16 hours. Contact us if you have particular turnaround time requirements for large-volume projects.
   
  View our Quality Policy page for more information.

• ›Do you use machine translation?

   

  No. myGengo translation is all done by humans. The one exception is that developers can access machine translation via the API as a free service, however this is explicitly described as such.
   
  We use computer-assisted-translation (CAT) tools to speed up translation and ensure consistency, but the translation is done by a real person.

• ›How do I communicate with your team if I am not happy with a translation?

  If you are not happy with a translation that is ready for you to review, please use the corrections form to request amendments. The clearer you are about the problems with the translation, the more quickly and accurately the translator can respond. If you feel that the work is sub-par and does not reflect the quality level that you have paid for, use the rejection form via which you can either receive a refund or pass the job onto another translator for free. We personally review all rejections (the rejection rate is <0.5%).

• ›How do I communicate with the translator working on my job?

  Once you have ordered, you will view a comment thread that allows you to ask questions of, and read notes from the translator. You will receive an email notification if the translator sends you a comment, and they will be notified also.

• ›What should I write in the comments section of the order form?

   

  We suggest you indicate the style of translation you would like, anything you think may not make sense to a third-party or requires explanation. 

• ›Why do I need to leave a comment when I order?

  Comments are valuable. You can provide context to a translator, any requests you have about the style or other considerations, and any additional information that the translator may need to complete a high quality translation of the material. Customers who leave descriptive comments receive faster translations and on average are more satisfied with the output they receive. We recommend you take the time to leave a helpful comment!

• ›What is the next step?

   

  If you just need a simple translation, use our Translate.Express order form to upload your document or text, and pay online via PayPal or credit card.
   
  If you’re a developer interested in using our API, check out our developer docs and Getting Started page to get an overview.
   
  If you are interested in our Translate.Embed or Translate.Extreme services, contact us to arrange a free demo.

• ›Can I order multiple jobs at once?

  Yes. You can upload multiple files through our order form, or add multiple texts to your order.

• ›If I order multiple jobs, does one translator work on all of them?

  By default, multiple files are handled by multiple translators, which ensures the fastest possible translation. However you can specify that all jobs are handled by one translator if your preference is for consistency over speed.

• ›Can I set a deadline for my translation order?

  Currently, no. We may offer this feature in the future for an additional premium.

• ›What is the difference between Translate.Express and String?

  Express is for documents and texts. String is for localizing and managing translation for an application or website. Use String if you work with language files. Use Express if you have a Word, Excel, PPT or text document.

• ›What are your payment methods and terms?

   

  For Translate.Express, String and API customers, you can pay via PayPal or credit card. Pay for individual translations, or add money to your account that you can use for multiple translations. For other services, we also accept wire transfer upon invoice for some customers.

• ›What languages do you support?

  Please view our Pricing and Languages page for the full list of translation languages that we support.