FAQs

Comments 

• ›I forgot to add some text. Can I add them in the comments section?

  You may not ask a translator to translate new text in the comments section. Please only use comments to answer any questions a translator may have or provide references that will be useful during the translation process. If you need to add new text before a translator starts the job, please cancel and re-order.

• ›Can I add comments and instructions after my order has been placed?

  Of course - simply use the comments section on the job's details page.

General 

• ›Who are your primary customers?

  Most of our customers are bloggers, web developers, businesses, agencies looking to outsource translations, to name a few. Our high quality translations and quick turnarounds are ideal for anyone in need of translation services. If you haven't already, try us out today!

• ›How can I get more from myGengo as an experienced professional translator?

  We have professional translators from around the world working with us as "Senior Translators". They handle customer support inquiries, review translation tests and localize our site. For more information about the position, please go to the Senior Translator page.

• ›What is your policy on Non-Disclosure Agreements (NDAs)?

  All translators are required to sign a Translator Agreement and the myGengo NDA to work with us. We will be implementing a new service in the upcoming weeks that will allow customers to submit their own NDA requests for translators to sign.

• ›Should I order Standard, Business or a Ultra translation?

  Use our comparison page to decide which level is best for you. In general, we recommend Standard level for everyday translation, and Pro or Ultra when it is critical.

• ›Do you keep our data confidential?

   

  myGengo takes customer confidentiality seriously.
   
  All myGengo translators sign our Translator Agreement and Non-Disclosure Agreement. The agreements prohibit the translator revealing customer materials and any other data related to their translation. For more sensitive information, myGengo arranges specific NDAs and arrangements to ensure that only selected translators can see project information. In extreme circumstances, we can also divide up and anonymize material so that translators cannot access any identifying information. Contact us to discuss your particular needs. 
• ›Do you offer SLAs for quality, turnaround time, availability etc?

   

  For our Translate.Extreme and Translate.Embed services, we are happy to offer SLAs. Talk to us. We can discuss your requirements and come up with agreements that fit your business.
• ›Do you translate on weekends and public holidays?

  Yes. Our translators are available 24/7/365.

• ›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.
• ›How are you so low cost?

   

  myGengo is a new system for translation that leverages the skills of humans with the efficiency of machines.
   
  Many professional translators use myGengo as a backup where they do some work when they are between larger projects. They accept a lower compensation for the convenience.
   
  We keep pricing and terms simple to take out time for quoting, contracting and payment that cuts another fraction of the cost. 
  Instead of having employed translators, we use a network of independent translators. Therefore we have 100% utilization in our translator pool and only pay translators for actually working on a job. 
   
  Plus, we avoid a lot of office related costs. We ensure quality in our pool through a combination of a) initial tests, b) a customer feedback system, and c) spot-checks.
   
  We have low gross margins. We believe in enabling a new market to do translation and hence grow profits through volume. 
   
  In addition, for the Standard level price ($0.05/word), the key difference is that those translators are bilingual and good writers, but necessarily not vocationally-educated, certified translators. A large share of them are university students.
• ›Where are your translators located?

  In short: everywhere. We have translators in every timezone of the world (we’re working on every country). Our translators are often foreign nationals living in another country — for instance we have prolific Japanese-English translators living in Israel and the UK.

• ›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.
• ›Do I need to be a developer to use the API?

  Usually. myGengo provides free plugins and libraries to make it easy to plug the API into your application. However you need to be reasonably familiar with code principles to use these tools.

• ›When should I use String?

   

  String is a developer-oriented tool that makes it easy to manage the creation and updating of multi-language websites and apps. You should use String if you have an application that you want translated, either by your users, internal staff, or myGengo translators. 
   
  String is free, so give it a try!
• ›When should I use the API?

   

  The API makes it efficient to translate high volume text, text stored in a database, text that is updated regularly, or text managed within an administration system or other application. 
   
  You should use the API if it is important for your company to get translation regularly and you want to improve efficiency, reduce cost, and speed up your workflow.
   
  To connect to the API, you will either need to be a developer (use our documentation and free code libraries), a blog admin (use our free plugins for Wordpress etc) or have access to a developer team. myGengo can provide assistance creating API implementations for larger organizations. If in doubt, get in touch.
• ›Do you have account managers who I can stay in close contact with for my projects?

  Yes. For larger customers, we can assign a dedicated point of contact at myGengo who can handle your needs. Speak to us to find out more.

• ›I’m used to working with just one translator. Why is this better?

   

  myGengo is flexible between the extremes — you can work with between two and two thousand translators. We work with large translator groups to provide high scale and high speed, but also allow regular customers to use “preferred translators” to ensure that they get the consistency and style that they prefer.
• ›Do you do live (voice) interpretation?

  No. myGengo handles text translation only.

• ›How do you hire your Senior Translators?

   

  Our Senior Translators are carefully sourced and vetted to ensure that they follow myGengo’s quality guidelines, and have the required knowledge and industry expertise to oversee large pools of translators. We use a multi-stage interview process and a careful evaluation of a translator’s experience before a candidate is accepted.
   
  If you are interested in becoming a Senior Translator, learn more and apply here.
• ›Do you handle legal translations?

   

  We do not offer legal translation, apart from “gist” translation for our regular services.
   
  For high-volume projects over 1 million words, we assemble teams of specialist translators who handle legal translations at scale. Contact us for more information. 
• ›Do you handle medical translations?

   

  We do not offer medical translation, apart from “gist” translation for our regular services.
   
  For high-volume projects over 1 million words, we assemble teams of specialist translators who handle medical translations at scale. Contact us for more information. 
• ›What should I not order through myGengo?

   

  Do not order specialist translations at our Standard, Business or Ultra levels. This includes any translation that is safety-critical.
  Please see our Quality Policy page for a full list.
• ›Who are your translators?

   

  Our translators are a global group of bilingual individuals who have great writing skills and love to translate. They come from all backgrounds, but share the desire to work flexibly and efficiently on translation. 
   
  To view the experience level and testing requirements of our translators, visit our Quality Policy page.
• ›How are translators tested?

  All our translators pass a 2-stage testing process, starting with a machine-tested multiple-choice test, and finishing with a human-reviewed test that is created and graded by our Senior Translators. Only around 10% of applicants pass the tests. For more general information on our testing, quality control and review process, view our Translation Quality page. For details of specific levels, view our Quality Policy page.

• ›I just want a simple translation — do I need to use the API?

  No, we recommend you use our simple order form: Translate.Express. Express allows you to order translation via the web and manage translations through a secure interface.

• ›Do we need to integrate with the API to use your service?

  No. Thousands of customers use our Translate.Express service to order translation of documents and texts over the web. Try it now!

• ›What are the benefits of myGengo vs traditional options?

   

  There are a couple of key differences that arise from our use of API and crowdsourcing:
   
  Convenience and reliability: The API and integration takes a number of time-consuming, tedious and error-prone steps out of the client’s workflow.
   
  Shorter lead-time: A large translator pool distributed over all time zones cuts down average response and delivery times.
   
  Scalability: Regardless of our partner's long term need, myGengo is flexible and scalable to grow with it.
   
  Inherently lower cost
• ›How is your approach different to traditional agencies?

   

  Crowdsourcing: We have a large pool (2000+) of tested and native translators. This model completely cuts out overhead and unnecessary transactions hence greatly reduces cost. Further, our processes for expanding the pool provides elasticity to meet demand even at huge scale.
   
  API: Our API allows anyone to manage our human translation like it was machine translators. The advantage is efficiency and reliability. I.e., instead of exchanging e-mails and attachments, our API enables you to order, track and manage 1000s of parallel jobs straight from your CMS.
• ›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.

How it works 

• ›Why is myGengo’s word count different from my software?

  myGengo uses a proprietary word and character count system designed from the ground up to produce an accurate count for translation purposes. This means that the word count you see in your desktop software (like Microsoft Word) might be different.
  How our word-counter differs from some other software:

  We do not count punctuation and special characters like dollar signs ($).

  We do not count spaces.

  We do not count formatting characters or tables, bullets, lines etc

  We count characters and words in unexpected languages differently. For instance, we count each English words within a Japanese document as one Japanese character, as it takes an equivalent time for the translator to work with.

  The result is that our word count can often be 10-20% lower than that provided by Google or Microsoft, especially for a document with a high level of formatting. However the effective work required by the translator is accurately reflected in the count.

• ›Will my credits ever expire?

  If you do not use myGengo for 6 months, your credit balance will expire. By 'use' we mean: ordering jobs, or buying credits. When your credits expire, your credit balance will be reset to zero. To avoid this, simply order translations within the expiry date. You will receive an email warning 30 days from expiry, and a further warning 7 days from expiry. Expiry is non-reversible.

  This does not mean that your credits expire 6 months from purchase. It means your credits expire 6 months from when you last bought credits or ordered a job. So if you top up $100 in January, and you order $5 of translation every month, your credits will last you 20 months as normal. Basically if you use myGengo more than once every 6 months, you will never have credits expire.

  As a goodwill gesture to our existing customers, credit expiry will start 6 months from now, ie the 10th February 2011.

• ›Will my notes and comments in Microsoft Office files be translated too?

  No. Any "Notes" or "Comments" that are added to your Microsoft Office files are not included in the word count and will not be translated.

• ›Can I delete jobs afterwards so that my data is kept private?

  After you approve a job, you are able to delete it if you wish. Deleting removes all the original content and the translated content from a job that you have approved. The main reason you would do so, would be to maintain the long-term privacy of your content.

  To delete a job, visit the job details page of an approved job. Please note that deleting a job is final! There is no undo. We retain information about the price of the job, the word count and the date of the order for your records.

• ›What are “preferred translators”?

  Our system will not allow you to choose a specific translator, but you can have one of your "preferred translators" do your translation job. These are a list of translators you have selected on the feedback form as translators you would like do one of your translations in the future. If you're placing your first order, you will not see this option as you will not have any "preferred" translators yet.

  If you would like one of your preferred translators to do your translation, click on the "Advanced options" button on the order form and select "use only my preferred translators." Please note that you must have at least 2 preferred translators before you can make the request, and based on availability, it may increase the time required to complete your job.

• ›Can I choose translators?

  myGengo is a service that tests and continually evaluates translators so that you receive a consistently good result, every time. You cannot choose a specific translator to do your job. All jobs at myGengo operate on a first-come first-serve basis, so as to give you a fast turnaround time, and we cannot guarantee that your translator is available to work at the time you place your order.

• ›What do you mean by “estimated time”?

  The estimated time is calculated by taking into account the pickup time (which varies depending on translators' availability) and completion time.

  We show an estimate to give you an indication - but it isn't a guarantee. Why? We're great at everyday translations, but we're not a specialist agency. Complex jobs can take much longer than simple ones, and we can't tell before you order how difficult your translation is. Contact us if you have something complicated and you're not sure - or indicate in the comment box if you only need a quick, simple translation and not a specialist.

• ›Can I get an invoice for my order?

  If you need a record of your credit purchases, please go into your PayPal account and download it there. myGengo invoices are in the works, and will be available in the upcoming weeks.

• ›How do I exclude words or phrases from the word count?

  If you have certain words or phrases you don't want translated, please place these brackets "[[[ ]]]" around the words to exclude them from the word count. Your translation will be returned back to you with the words in the brackets unchanged. This can also be useful for code comments.

• ›How do I add some reference material to complement my translation order?

  You can add reference material, context, background, etc. to your order by adding a comment. You can add a comment before, during and after you've gotten your translation. Please also use comments to communicate with translators with any questions or concerns. To learn more about the comments feature, scroll down to the commons section. You may also link to other documents (for example webpages, or public documents uploaded to Google Docs) in this space. However you may not add extra text for translation in the comment area.

• ›Is there a way I can set a deadline for my translation order?

  Not at this time. You can see an estimate of the time a job will take, on the order form - however this is not a guarantee. Once you submit your order, translators are immediately notified of your translation job and will start working. The amount of time the translator has to complete your job depends on the word count. If the translator fails to submit the translation on time or chooses to cancel the job, it will be passed on to another worker.

• ›Do you provide proofread-only services?

  Currently we do not. The only proofreading service we provide is a Pro level translation + proofreading one, which we call Ultra. We may offer a separate proofreading service in the future.

• ›Can I place my order into multiple languages?

  No. You can order multiple jobs at once, but only into one language. If you would like to order the same text into multiple languages, please place separate orders.

• ›If I place a grouped order, does one translator work on all of them?

  By default, we allow a team of translators to work on multiple jobs, as this provides a very fast turnaround. However, on some occasions you may wish to have one translator work on a group of jobs for consistency. Please click on the "advanced option" button to choose between using a team of translators, or just one.

• ›Why was my job flagged?

  If a translator finds a problem with the job (such as the word count being off, the wrong language pair having been ordered, or the content of the job being unsuitable according to our Quality Policy), they will flag the job. The translator's comments will be added to job, and an email notification will also be sent to you. Please take the appropriate action to address the issue, and click the "This issue has been resolved. Remove this flag" button once it's been resolved.

  myGengo Support will be notified of the flag, however we will only intervene directly when neither customer nor translator can fix the problem.

• ›Can I order multiple jobs at once?

  Yes, you can add as many texts or documents to your order as you like.

• ›How long will my translation take?

  We don't have any time guarantees, but the turn-around time depends on how long the job is, what service level you chose, if you want one of your preferred translators to do the work (see below) and whether it's a grouped order (see below). But here are some recent stats:

  • 78% of translations are completed within 8 hours
  • 99% of all Standard jobs are completed within 21 hours
  • Average time for Standard translations under 250 words is less than 4 hours

Pricing & Languages 

• ›Why do you have different price levels? How do I know which level to order?

  Some translation jobs you want back quickly, others you want proofread and given special attention. That's why we provide you with different options for your various translation needs. For good quality and a fast turn-around, choose the Standard level. This is ideal for everyday use, like reading websites, sending emails, iPhone apps, etc. For more formal uses like publishing instructional manuals, product information, and online advertising, go with the Business level. To get a Business level translation plus the added security of proofreading, use Ultra. For a more detailed explanation of each of these price levels and what you should expect, please check our Quality Policy page.

• ›Can I really trust a translation service that is so low cost?

  For years people have been paying for translation services from expensive experts. This means (most of the time) you get an excellent result but it costs a lot of money. We decided to to offer customers something a little bit different.

  myGengo specializes in doing simple, short texts rather than long, complex documents in specialist subjects. So we don't charge you for that expertise that you don't need, meaning you can get the real value of a translation (ie accurate meaning) for far less.

  We think our service is more than good enough for most applications - and we test our translators to ensure that we are as good or better than other agencies out there. We stand by this by letting you reject a translation and get a full refund. But we do not recommend myGengo for safety-critical or legal uses, or specialist areas. Those are the times when you should use a more expensive service. Read our Quality Policy for more information.

• ›Do I have to buy fixed credit amounts or can I pay for the exact price of my order?

  We use a $15 minimum credit purchase. Any amount over that, you can pay the exact price. However there is no order fee — you can order 1 word or 1,000,000 and you only pay the per-word price.

• ›I need languages not offered as part of your service. What is the price?

  Please contact us if your project is over 500,000 words. We can add translation languages, normally within four weeks, for customers with sufficient volume. View our pricing page for more details.

• ›Do you offer a volume discount?

  myGengo prices are designed from the ground up for high volume, and represent around a 70% saving on traditional translation. For customers with over 1 million words of regular translation, we can arrange additional quality measures and arrangements for free, however we do not offer price breaks. View our pricing page for more information.

• ›What are your payment methods and terms?

   

  For Translate.Express, String and API customers, you can pay via PayPal or credit card. Pay for your translation directly, or buy credits 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.

Reviewing 

• ›Where can I provide feedback on my translation?

  You can rate translations after you've approved them. You'll be able to leave a comment for the translator and separately for us too. For more general feedback or comments, please use the contact form.

• ›Can I update feedback ratings?

  Oops! Accidentally gave the translator the wrong feedback rating? You can go back to the job details page, click on the "view/update your feedback" button and fix the feedback ratings if you need to. You can also add the translator who did your job to your preferred translators list.

• ›Why didn’t I receive a refund?

  If you reject a translation, we'll review the quality of the translation and the reasons for your rejection. Your rejection reasons must be in line with our Quality Policy to be accepted. Please give a detailed explanation of why you weren't satisfied with the translation - the more feedback you provide us, the better. We take rejections seriously, as they may lead to disciplinary procedures or the closing of the translator's account. As such, rejections that are unfair or frivolous will not be accepted, and a refund will not be given for them. In particular, we discourage customers from using machine translation to judge the quality of our human translation output - it's a simply terrible indicator. If you need a second opinion, we recommend you ask a native speaker in the target language to help you judge.

• ›When can I expect my corrections?

  Translators are given 24 hours to respond to your request and may be given more time depending on the length of the original text. In the case that the translator fails to submit them on-time, you will receive a notification and get back the translation as is. At this point you can either approve the job as is, request corrections again or pass it along to another translator. You won't receive a refund or discount when receiving your unrevised translation, nor will you be charged extra for the corrections. You can also reject and cancel the job if necessary.

• ›How do I check the status of my translation?

  Go into the Customer dashboard and use the status displays next to each of your jobs to see the progress of the translations.

• ›Can I cancel and get a refund of my translation?

  You may always cancel and receive a refund if a job has not yet been picked up by a translator. You will be able to see the status of your job in your work dashboard - the display will say 'Awaiting translator' if this is the case.

• ›When should I reject a job? When should I request for corrections?

  Please use rejections sparingly, and only as a last resort.
  If you find a few small mistakes in the translation - or the translator has not fully responded to your comment requests, please select the request corrections option and explain what changes need to be done.

  If you think that corrections will not be enough, then please reject the translation and either choose to pass the job onto another translator, or request a refund. If you do choose to reject a job, please give a detailed explanation of the reason. This information will be helpful for us in improving our services, as well as good feedback for the translator.

  If you're not happy with a translation, you can reject and cancel the job. However, before you receive your full refund, the myGengo Quality Control team will review your request and determine whether or not it was a fair rejection. You also have the option to pass the translation along to another translator if you don't want to cancel the job.

  Please do take time to review each job, and reject jobs that are not up to standard - we are unable to refund or amend jobs that have been formally approved.

  We're people too (and so are our translators). So please try to explain things as calmly as possible if things go wrong - as the Beatles say 'We can work it out' :)

• ›Is there a way to check the quality of the translation before I approve it?

  After a translation is complete, you are given a preview of the full text of the translation in the form of an image. You can use this image to check the quality of the translation.

• ›How much time do I have to review a translation?

  For jobs under 3,000 words, you have 72 hours to review your translation, after which time it will be auto-approved. For jobs above 3,000 words, you will receive an additional 24 hours for every 3,000 words. This is so that the translator may be paid in a timely manner.

String 

• ›When should I use String?

   

  String is a developer-oriented tool that makes it easy to manage the creation and updating of multi-language websites and apps. You should use String if you have an application that you want translated, either by your users, internal staff, or myGengo translators. 
   
  String is free, so give it a try!
• ›How do I order translation through String?

   

  To order through String,
   
  1. Select strings you want translated from Slave language view. 
  2. Click "modify selected."
  3. Select "order translations" from the dropdown menu.
  4. You will then get taken to an order form where you can choose your service level, and add comments for the translator.
   
  Contact us if you need more help.
• ›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.
• ›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 your translation directly, or buy credits 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.

Translate.Embed 

• ›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.
• ›Do you have account managers who I can stay in close contact with for my projects?

  Yes. For larger customers, we can assign a dedicated point of contact at myGengo who can handle your needs. Speak to us to find out more.

• ›Can we white-label your service for our customers?

   

  There is no restriction upon API usage as long as you stick within the content guidelines of our Quality Policy, and you do not need to display the myGengo branding to use our API. 
   
  However we recommend that you contact us if you would like to white-label our service, as we have recommendations about UI implementations and support-handling that apply to white-labellers or resellers.
• ›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.
• ›What is the difference between Extreme and Embed?

   

  Translate.Extreme is the service for high volume customers looking to leverage the myGengo API to create a direct connection and order large quantities of text without using a graphical user interface.
   
  Translate.Embed is for customers with a system such as a CMS or E-commerce platform, to embed a translation feature within the admin or control panel. This feature can order extremely high volumes of translation too.
• ›Can we use translation memory?

  Yes, we leverage translation memory to improve the efficiency and accuracy of translation, and can work with and modify existing files or create a new TMX file for your project. Talk to us about specific translation memory requirements.

• ›May we re-sell translation via Embed?

  Yes. Our only caveat is that you do not mis-represent the translation in contradiction with our Quality Policy, including not representing our Standard, Business or Ultra levels as medical, legal or other specialist translation services.

• ›What capacity can you support through Translate.Embed?

  Huge capacity. myGengo is great for dealing with thousands of users ordering hundreds of different translations at different times of day and on different topics – so your users can order anything, any time.

• ›How will my users know when their translation has been done?

  Our API (leveraged by Embed) instantly notifies your system when a translation is finished or new comments are added. You can trigger an email or other notification for your user that will alert them. This leaves notifications under your control, increasing privacy and flexibility.

• ›How long does it take, and how much does it cost to integrate?

   

  Depending on your system, there may already be a free plugin or library that makes integration simple and fast. Many clients find they can implement a basic integration within a few days of development time. Talk to us to assess what the requirements are, and we can also offer free developer assistance to make your implementation easy. 
• ›What are your payment methods and terms?

   

  For Translate.Express, String and API customers, you can pay via PayPal or credit card. Pay for your translation directly, or buy credits 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.

Translate.Express 

• ›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 your translation directly, or buy credits 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.

Translate.Extreme 

• ›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.
• ›Do you have account managers who I can stay in close contact with for my projects?

  Yes. For larger customers, we can assign a dedicated point of contact at myGengo who can handle your needs. Speak to us to find out more.

• ›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.
• ›What is the difference between Extreme and Embed?

   

  Translate.Extreme is the service for high volume customers looking to leverage the myGengo API to create a direct connection and order large quantities of text without using a graphical user interface.
   
  Translate.Embed is for customers with a system such as a CMS or E-commerce platform, to embed a translation feature within the admin or control panel. This feature can order extremely high volumes of translation too.
• ›Can we use translation memory?

  Yes, we leverage translation memory to improve the efficiency and accuracy of translation, and can work with and modify existing files or create a new TMX file for your project. Talk to us about specific translation memory requirements.

• ›Can you offer custom services via Extreme?

  Yes, we can both help you with implementation of a workflow via Extreme and the API, and also provide specific extra services such as custom quality levels and subject-area testing. Contact us for more information.

• ›What formats can you support?

  We handle the following formats as standard, but can usually adapt to specific custom formats as required:

  JSON
  XML
  Office (Word, Excel, PPT)
  All language file formats (.Po, .Pot, Yaml, PHP, Ini etc)
  CSV
  TXT
   
  Contact us to find out about working with other formats.
• ›What are your payment methods and terms?

   

  For Translate.Express, String and API customers, you can pay via PayPal or credit card. Pay for your translation directly, or buy credits 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.

Translation quality 

User accounts 

• ›Do you have an affiliate program?

  Yes! You'll need to create a myGengo account to start using it. Once you've signed up, please go to our affiliate page for more details

• ›Can I use another payment method other than PayPal or credit card?

  If your order is over $100/Y10,000, we can also accept Japanese Furikomi (bank transfers). We charge a Y2,000 administration fee for Furikomi orders. Contact us for more details.

• ›Do I need different accounts to access different myGengo services?

  Nope! You only need one account to use all of myGengo's services.