Customer Support

1. Getting Started (6) »

• Making sure your content is suitable for Gengo
• How is Gengo different from a Traditional agency?
• What languages does Gengo support?
• How much will my translation cost? Can I get a quote?
• How does Gengo assess quality?
• 3 simple steps to a great Gengo translation

2. Your First Order (12) »

• The Gengo Ordering Process with Video Tutorial
• What types of files can I upload?
• Our Quality Levels
• I can't find my order. Where is it?
• Ordering multiple translations at once
• How long will my translation take?

See all 12 articles

3. Getting your order back (4) »

• How do I check the status of my translation?
• Reviewing your translation
• I like this translator! Can I use them again?
• Can I delete jobs afterwards so that my data is kept private?

4. High Volume, Integration, & Resale (13) »

• Gengo API Checklist - Critical Steps for a Healthy Integration
• How Can I Localize My App or Site With Gengo?
• Gengo API Frequently Asked Questions
• What capacity can you support through the Gengo API?
• How will my users know when their translation has been done (for API jobs)?
• How long does it take, and how much does it cost to integrate?

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Troubleshooting (6) »

• Why is my credit card being declined?
• Order form doesn't load on IE
• What web browsers and operating systems does Gengo support?
• Why am I getting an error through the order form?
• I purchased credits but they haven't been added to my Gengo account
• Why is Gengo’s word count different from my software?

Account Management (3) »

• Basic Account Settings
• How do I get a receipt or invoice?
• How do I close my account?

Known Issues (1) »

• Orders sometimes don't show

Translator Support

1. Getting Started (4) »

• Our translation process: From start to finish
• How do I become a Gengo translator?
• I want to be a translator but I have a customer account.
• How do I customize my account settings?

2. Testing as a Gengo translator (4) »

• The testing process from start to finish
• I can't find the test for my language pair
• Do you have any learning resources for translators?
• What is a Language Specialist and how does Gengo manage the LS team?

3. Your First Job (12) »

• What file formats will I be working in?
• Translator Workbench: How-to Guide
• How do I claim jobs?
• How do I set up and use an RSS feed reader to claim available collections?
• Meeting deadlines
• I need clarification on a job. How do I contact the customer?

See all 12 articles

4. Job Submission & Approval Process (7) »

• How can I fix validation errors?
• Why isn't my job approved yet? What's "reviewable jobs"?
• Can I edit a submitted translation?
• Revisions, rejections & resolving issues with customers
• My file is in the required format. Why can't I upload it?
• Why do the characters in my .txt file job look garbled?

See all 7 articles

5. Getting Paid (8) »

• Everything you need to know about our translator bonus programme
• How do I get paid?
• Submitting and updating tax forms
• I didn't receive my payout. What happened?
• Will I receive a 1099-NEC / 1099-MISC form?
• Can I get paid to my credit card?

See all 8 articles

6. Metrics and Reputation (11) »

• What is a re-review request and how do I submit one?
• Improving your overall Translator Score
• The public translator profile
• Job Reviews: GoCheck Error Types
• How Gengo measures quality
• Quality Expectations: Job review process

See all 11 articles