Resolving Common Issues

Not Receiving Email Notifications

If you're not receiving emails from us—such as order confirmations, quote responses, or password reset links—start by checking your spam or junk folder. Some email providers may flag automated messages even if you've interacted with us before.

To prevent this in the future, add support@rushtranslate.com to your contacts or safe sender list.

If we detect that our messages are undeliverable, we'll display a notice when you're logged in to your account. In that case, please check that your email address is accurate and verify whether your email provider is having issues receiving mail.

We also recommend adding a phone number to your account as a backup in case there's an issue delivering email. You can always log in to your account to check quote and order status or to retrieve files.

Transactions Declined Due to Incorrect AVS

If your payment is declined, it may be due to an AVS (Address Verification System) mismatch. This means the billing postal code you entered does not match the one on file with your bank or card issuer.

To resolve this:

• Double-check that the postal code you entered is correct and up to date
• Make sure it matches exactly what your bank or card issuer has on file
• Try a different payment method or card if the issue persists

Note: AVS rejections are issued by your bank, not RushTranslate. We never receive funds for declined transactions.

CVV Entry Errors During Payment

If your transaction is declined, it may be due to an incorrect CVV—the 3- or 4-digit security code found on your credit or debit card. This code is required for verification and helps prevent unauthorized use of your card.

To resolve this:

• Double-check that you've entered the CVV correctly
• Ensure the number matches exactly what's printed on your card
• If you're still having issues, try a different card or contact your card issuer for assistance

CVV errors are handled by your bank or payment provider. We do not have visibility into the reason for a declined charge beyond what is returned by the processor.

Unable to Download or View Translation Files

If you're having trouble accessing your completed translation, first make sure you're logged into your account and viewing the correct order page. If you're logged in and still can't download files, try the following:

• Clear your browser cache
• Try a different browser (we recommend Chrome)
• Disable browser extensions that may block downloads

If the issue continues, contact us and include your operating system, browser, and a screenshot of the problem.

Adding Services to a Completed Order

If you've already received your completed translation but now need an additional service—such as notarization, apostille, or shipping—we can help. Contact our support team and let us know what you need added.

We'll verify whether the service can be applied to your existing order and provide a link to submit payment for the upgrade.

Order or Quote Not Appearing in Your Account

If you're not seeing your recent order or quote in your account, it's likely one of the following:

• You checked out or requested a quote as a guest using a different email address
• You created a new account with an email that doesn't match the one used for your guest submission
• Your account was never activated

To resolve this, check your quote or order confirmation email to see which address it was sent to—that's the email you'll need to log in with. If you're unsure or no longer have access to that email, contact us with your quote or order number and we'll help link everything to your account.

Trouble Logging In or Resetting Your Password

If you're unable to log in, start by using the “Forgot password” link on the login page. You'll receive a reset email with a secure link to create a new password.

If the email doesn't arrive within a few minutes:

• Check your spam or junk folder
• Make sure you entered the correct email address
• Try again or contact support for help

If you previously placed a quote or order as a guest, your account may not be fully registered. See our article on switching from guest to registered account for more info.

File Upload Problems

If you're having trouble uploading a file:

• Make sure the file is one of the supported formats (PDF, DOCX, JPG, PNG, etc.)
• Ensure the file size is under the upload limit (typically 100MB)
• Try a different browser or disable any browser extensions that might interfere

If all else fails, you can email your file to support@rushtranslate.com with your quote or order number. Please note that we generally discourage sending files by email due to security concerns—uploading through our website is preferred whenever possible.

Translation Formatting Doesn't Match Original

We do our best to preserve the general layout and structure of your original document, but we do not attempt exact replication.

For certified translations, our goal is to present the translated content in a clear, legible format that allows the recipient to easily follow and compare the source and translated documents.

Duplicate Charges or Payment Confirmation Issues

If you see multiple charges, it's often due to temporary authorization holds from your bank for declined or retried payments. These holds usually disappear within a few days.

You'll receive an email confirmation as soon as a payment is successfully processed. If you didn't receive one or are unsure about the charge, contact us and we'll verify the status.

Delays in Order Turnaround Time

Most translations are delivered on time or early, but occasional delays can happen due to:

• Missing or unclear source materials
• Pending customer approval before finalization
• High complexity or rare language combinations

Turnaround time begins after the order is reviewed and assigned to a translator. We work with professional human translators, so personal circumstances—such as illness or emergencies—can sometimes lead to delays. In those cases, we may need to reassign the project to another qualified translator.

If there is an unexpected delay on our end, we'll notify you as soon as possible. If you're unsure about your order status or haven't received an update, feel free to reach out and we'll be happy to check.

For more information on how turnaround timelines work, see our article on Understanding Translation Timelines.

Requesting Changes to Submitted Documents

If you uploaded the wrong file or need to make a change after submitting your request, contact us as soon as possible. We'll work with you to make the necessary changes to your quote or order.

If work has already begun, there may be a prorated price difference depending on how much of the original file has been completed and how the new file compares. This will be handled on a case-by-case basis.