Error messages and their solutions

For different reasons, Unbabel may fail to launch, or a translation request may not trigger. Please find below some common messages and the ways to work around them.

Should any issues persist, reach out to us at customer.happiness@unbabel.com.

Error messages

Widget messages

• Unsupported language

If Unbabel detects a message that forms a language pair that is unsupported or unsubscribed, the following message will appear when trying to translate a customer's message:

Make sure both the customer's language and your own are correctly set. If that's the case, the language may not be contracted. If necessary, reach out to Unbabel for confirmation.

• Spoken language

If the detected/selected conversation language matches one of your listed spoken language, or your default language, Unbabel will understand no translation is needed and deny it. Make sure both the customer's language and your own are correctly set and proceed to ask for any changes if necessary.

• Unauthorized access

The user account isn't authorized to use Unbabel. Read more on the subject here.

• Translation error

• Unexpected error

An unexpected error may appear when an inconsistency affects our API but is not recognized as any of the other identified errors. Below the error icon, you will usually find a description that may give you some clues as to where the issue may lie (in the picture, an unprocessable entity problem). Please try to follow any steps to solve the issue as described in the other chapters of this article, navigate to a different ticket, and click the Retry link at the bottom of the widget (instead of reloading the browser page) once you're back to the ticket you were handling.

It is possible that our retry mechanisms succeeded but the error displays in the widget, while the translation is ready. If that's the case, you can try a new translation so the widget clears the status.

If you are still running into the error please be sure to reach out to support with any relevant information (ticket ID, agent email, number of affected agents/tickets, error message, etc). 

Internal notes

Some error messages are communicated through the posting of an internal note authored by the Unbabel Admin. Private note errors are posted when an outbound translation is requested and follow the preceding internal note containing #unbabel.

• You wrote #Unbabel instead of #unbabel. Don't worry, the translation was sent anyway. Please use #unbabel in future.

In this self-explanatory error message, #Unbabel is just an example. If another typo is made but we receive the translation request, the message will reflect that.