Contacting Customer Support

When to Contact Support

Contact our support team when you need help choosing a service, understanding a quote or order, or resolving an account or file issue. You can ask before ordering or while work is in progress. Common reasons to contact us include:

• 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

Email is the best way to discuss a translation request because it keeps the details in writing. Language pairs, multiple files, service choices, and name spellings can be difficult to communicate accurately by phone. Written instructions give our team and your translator a clear record to follow.

We can review the information, send the request to the right team member, and respond with the relevant quote or order details. Keeping the conversation in one email thread also makes it easier to refer back to decisions and follow up on an unresolved question.

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

Our phone number, (206) 672-5052, connects to an automated system for basic quote and order status updates. The line is not staffed by live support agents, so it cannot answer detailed questions, change an order, or handle a revision request.

For full quote or order details, use the secure link in your email or log in to your account. If you need to discuss the documents or make a change, email our team with the quote or order number rather than using the automated phone line.

Using the Revision Request Form

For corrections to a completed translation, use the revision request form on your order status page. Identify the page or passage that needs attention, explain the correction, and attach any reference material. This keeps your feedback with the order and sends it directly to the translator.

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

Include enough information for us to find the right quote or order and understand what needs attention. A specific description helps us respond without having to ask for the basic details first. For account or technical questions, screenshots and error messages are also useful. 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 an issue remains unresolved, reply to the existing email thread and ask for it to be escalated. A manager or senior team member will review the conversation and your requested resolution. We prioritize escalations by urgency and impact and aim to explain the next steps within one business day. Keeping the request in the same thread preserves the details already discussed.

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.

For languages other than English or Spanish, we use machine translation to help understand your message. This can introduce errors or take longer when the request is complex, and our reply will usually be in English. Use English or Spanish when possible, and include the quote or order number so we can identify the request even if wording needs clarification.