Troubleshooting Translation Failures

If you encounter a failed translation request, follow the steps below to troubleshoot the issue and contact our support team for assistance.

Support is available through our Chatbot which can be found in the bottom right corner of the portal

Capture a Screenshot: Take a screenshot of the error message or any relevant details associated with the failed translation. This will help our support team understand the issue better.
Provide Detailed Description: Include a reasonably detailed description of the problem you encountered. Explain the steps you took leading up to the failure and any specific error messages or unexpected behaviour you observed. This information will assist our team in diagnosing and resolving the issue promptly.
Include Order ID: The Order ID is visible on the Order details page. Make sure to include this unique identifier when reaching out to our support team. It will help them quickly locate your specific request and investigate the problem

Possible Reasons for Failure: Translation requests may fail due to various reasons, including but not limited to:

Incorrect Entry: Ensure that you have correctly entered the translation request into the pipeline. Double-check the source and target languages, file formats, and any additional instructions provided.
Inactive Subscription: If your subscription has become inactive, it may prevent the translation request from being processed. Verify that you have an active subscription and that it covers the services you are attempting to use.
Translation Profile Status: Ensure that you are selecting the appropriate translation profile for your request. If there are any issues with the status of your subscription or translation profile, contacting our support team is recommended for assistance.
Unsupported format: you may be uploading a file in a format that is not supported by Unbabel yet. Check our list of supported formats.
File size: the file you're uploading is over 20mb or is too big to handle after conversion.