Contacting Customer Support

When to Contact Support

We're happy to assist with any questions or issues related to your translation needs. You may want to reach out if you need help with:

• Questions before placing an order or requesting a quote
• Issues accessing your account or files
• Clarification on services or pricing
• Technical problems or errors
• Business account setup or invoicing questions

For changes to your translation, such as corrections or updates, please see the section below on using the revision request form.

Why We Prioritize Email Support

We recommend email as the best way to contact our team. Translation projects often involve a high level of detail—multiple documents, languages, service types, and specific instructions—which are best handled in writing to avoid miscommunication.

Email allows us to review your request thoroughly, route it to the appropriate team member, and provide a clear and accurate response. We also maintain a written history of the conversation, which can be helpful for follow-up or reference.

You can reach us by submitting the contact form on our website, emailing us directly at support@rushtranslate.com, or replying to any notification email we've sent about your quote or order.

How Our Automated Phone Line Works

We do have a support phone number—(206) 672-5052—but it's an automated system that provides basic status updates about your quotes and orders. It is not staffed by live agents and cannot assist with specific questions or changes.

To securely view full details about your quote or order, you'll need to log in to your account. For anything beyond basic status updates, please contact us via email.

Using the Revision Request Form

If you need changes to a completed translation, the fastest and most effective way to request them is through the revision request form on your order status page. This form allows you to describe exactly what needs to be changed and attach any reference materials if needed.

Once submitted, the request is routed directly to your translator, who will review the request and apply updates as appropriate. Submitting revisions by email can delay the process, and we do not accept revision requests by phone due to accuracy and verification concerns.

Information to Include When Emailing

To help us assist you efficiently, please include as much detail as possible in your message. This ensures we can quickly understand your request and route it to the right team member without unnecessary delays. Whenever possible, include:

• Your order or quote number (if applicable)
• The email address associated with your account
• A clear description of your question or issue
• Any relevant attachments or screenshots
• Your operating system and browser if you're reporting a technical issue or bug

Support Hours and Response Times

We respond to support emails as quickly as possible—typically within one hour during business hours 7 a.m. - 11 p.m. PST. Our team works seven days a week, and you can expect a response by the next day at the latest. Please note that response times may be slightly slower on weekends or holidays.

Please note that we do not offer in-person support. Our team operates remotely, and our mailing address is for receiving business check payments only—not for document drop-offs or visits.

Escalating an Unresolved Issue

If you've reached out to support and your issue hasn't been resolved to your satisfaction, you can reply to the existing email thread and request that it be escalated. Our support team monitors ongoing cases closely, and escalation requests are reviewed by a manager or senior team member. Escalations are prioritized based on urgency and impact, and we aim to provide a clear path forward within one business day.

To help us escalate effectively, please include:

• A brief summary of the issue
• What resolution you're expecting
• Any relevant context not in the existing email thread

Support for Different Languages

We provide customer support in both English and Spanish. You're welcome to write to us in either language, and a team member will respond accordingly.

We can also assist in other languages using machine translation. If you choose to contact us in a language other than English or Spanish, please be aware that there may be translation errors or delays in understanding, and our responses will likely be in English. For the most accurate and efficient support, we recommend using English or Spanish when possible.