Support
Help, from a human.
Tickets are the fastest route — open one from your dashboard and we see your job and billing context immediately. Public FAQ below covers the most common questions.
01
Why is my translation taking longer than expected?
Most jobs finish in seconds. Long documents (50+ pages) and rare language pairs (Tier C/D) naturally take longer — the dashboard shows live progress per paragraph. If a job exceeds 10 minutes without progress, open a ticket and we'll investigate immediately.
02
How do I get a refund for a failed translation?
Engine-side failures auto-refund credits to your ledger — you don't need to do anything. For all other refund scenarios see the refund policy and email billing@traxlate.com.
03
Can I increase the file-size cap?
Default cap is 200 MB. Business and Enterprise plans support up to 2 GB; contact sales@traxlate.com to lift the cap.
04
My OCR result looks wrong — can someone re-run it?
Yes. Open a ticket with the job ID — we can re-run OCR with a different profile (handwriting, low-quality scan, etc.) and re-translate without charging again.