Help & glossary

Frequent questions and troubleshooting

I cannot sign in — “Please confirm your email address first”. The confirmation link from the registration email has not been opened yet. Use Resend confirmation email in the panel or on the website (one message every three minutes) and check your spam folder.

“Translation service unreachable.” There is no connection to the server. Check your internet connection and any firewall or proxy in between.

“Too many sign-in attempts.” After several failed attempts, signing in is blocked briefly. Wait a few minutes. If you no longer know the password, reset it through Forgot your password?

“No translatable text found in the open document.” The document holds no text that could be translated — because the content is all images, for instance, or because every piece of text carries a condition listed under Do not translate.

“The document changed while the dialog was open.” The analysis dialog was open while the document changed. Nothing was translated and nothing was charged — start the run again.

The panel does not appear in the Window menu. Check that InDesign 18 or newer is running, install the .ccx file again, and restart InDesign.

After translating, the text no longer fits its frames. That is normal — translations differ in length. The final report points out text overflows; adjust the layout, or work with New copy to keep the original.

I translated twice and was charged twice. Every run translates the whole document again and is charged again. A run that is merely re-sent for technical reasons (after a network error, say) is not charged twice.

Where do I see what I have spent? On the website under History (per translation) and Wallet or Payments (per entry).

Glossary

Term	Meaning
Plan	Free, Starter or Pro — sets the monthly fee, the quota and the overflow rate
Quota	The characters per month included in the plan
Overflow	Characters beyond the quota; paid from the wallet
Wallet	A prepaid account in euros, used for overflow
Segment	A contiguous unit of text in the document, translated as a whole
Conditional text	An InDesign feature for marking passages; used here to exclude them from translation
Text overflow	Text that no longer fits its frame or table cell after translation
.ccx	The Adobe plugin file format, installed by double-clicking it

Support

For questions or problems, contact: [support address to be filled in]

What helps us answer quickly:

• the email address of your account,
• the date and time of the run in question (see History),
• the document name plus source and target language,
• the exact wording of the error message,
• your InDesign version and the plugin version (shown at the bottom of the panel).