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Common issues
When something looks wrong
Most of the surprising behaviour comes from the checking that runs on every turn, and the record keeps each version, so you can carry on and look back at what happened afterwards. If a turn went wrong in a way that mattered to the person in front of you, note the time and the language pair before you close the conversation.
Working as intended
Not faults, even though they look like them
- It asked the other person a question instead of translating what I said.
- That is the clarification behaviour. It happens when the source could reasonably mean two different things, and it is deliberate: the alternative is a confident translation that might be wrong. Let it ask. If it is asking constantly on a particular kind of phrasing, that is worth reporting.
- The translation changed after it appeared.
- That is self-revision. The first attempt scored below threshold and the tool rewrote it before the other person saw it. Both versions stay in the record.
- There is no note beside one of the turns.
- No score was produced for that turn, so nothing is shown. An empty space means unchecked rather than fine, and it is drawn that way on purpose. If it happens on every turn, log a ticket.
- It used a different word for the person than I would have.
- Age band and gender affect how a translation refers to someone, because many languages choose the word for a person from both at once. Check what is recorded about the person and correct it: an assumption left uncorrected carries into every following turn.
- How does it compare with a phone translation app for speed?
- It works out at the same speed, and you get a great deal more for it. Each turn is translated with the whole conversation in scope, scored against the source, and rewritten if it scored badly, all before it reaches the other person. A phone app does one pass and tells you nothing about it. You end up with the same pace of conversation and a note beside each turn saying how the check went. If a turn is ever taking long enough to stall a conversation, that is worth telling us about.
Actual problems
Things to try first
- The other person's device is not showing the conversation.
- Check the link has not been used on a second device and that it has not been revoked. Re-issue the link. If they are on a phone with a poor signal in your building, the shared screen is the faster answer.
- The language I need is not in the list.
- Check the languages page against the 40 currently seeded. Non-Latin scripts, including Arabic, Urdu, Bengali, Somali, Farsi and Mandarin, are not covered yet and are being worked on. There is no workaround inside the product for a language that is not there.
- Text in another script is showing in a different typeface.
- The typeface is missing that script, so the browser substitutes another one. The translation itself is unaffected. Report it with the language and we will tell you where the script support is.
- I cannot sign in.
- If you use a passkey, the usual cause is the device: the passkey lives on the phone, laptop or security key you enrolled it on, so try that device and check your browser supports passkeys. If you sign in with a username and password, check the two-factor code is from the right account and that your clock is correct. If you have lost the device holding your passkey, log a ticket and we will enrol a new one.
- A transcript is missing turns.
- Log this straight away with the date, the time and the languages, and no case details. A gap in a record is more serious than a bad translation and we treat it that way.
- The translation was wrong in a way that mattered.
- This is the most useful report we get. Tell us the two languages, roughly what was meant, roughly what came out, and what the note beside the turn said. Do not include anything identifying the person.
Not here
Log it and we will answer
What you were doing, what you expected, and what happened instead. In general terms, with nothing identifying anyone.