What do I do if my translation got stuck?

On Zendesk Chat, the standard waiting period for a translation should be just a few seconds. However, there are occasions where this might not be the case. Due to some error processing it, some translations might fail to reach Zendesk after being sent for translation. There are different causes for this to happen, but a common result will be the speech bubble only containing the original message and the message Translating... being present for too long.

If the message was translated but failed to be posted, you may want to try reloading the app. Right-click anywhere on the app and select Reload Frame. This will retry the request and the missing message should now appear.

If this fails, the situation may prove to be more tricky. In this case, please reach out to us at customer.happiness@unbabel.com for help, mentioning the Zendesk Chat ID, the code of the agent handling the chat and some information about the message that was stuck that allows us to identify it (e.g. source text). Any screenshots or recordings illustrating the problem are welcome.