Find answers to common questions below, grouped by topic.
Account and users
How do I reset my password?
How do I reset my password?
To reset your password, follow these steps:
Go to dashboard.smartling.com, enter your email address, and click Continue.
Click Forgot Password?
Enter your email address again and confirm that you are not a robot.
Click Request Instructions. Smartling emails you a link to reset your password. The link expires after 30 minutes.
If you don't receive the email:
Check your spam folder.
Mark emails from the @smartling alias as safe in your email account.
Ask your IT team to mark the @smartling alias as a safe sender on your network.
For more detail, see How to Reset Your Password.
How do I turn notifications on or off?
How do I turn notifications on or off?
You can turn notifications on or off in your Notification Settings. Notifications keep you up to date on activity on content, jobs, files, and issues. To open your settings, click the dropdown menu under your name, then click Notification Settings.
To turn notifications on:
Turn on Global Notification Preferences. This must be on for any notification to be sent, except issue watcher notifications.
Set your notification preferences for all projects in the account. To adjust a single project, use the Project tab.
To turn notifications off: Turn off Global Notification Preferences. This stops all notifications except issue watcher notifications.
For more detail, see Notification Settings, Agency Notification Settings, or Translator Notification Settings.
Why hasn't a user received their invite to Smartling?
Why hasn't a user received their invite to Smartling?
An invite usually doesn't arrive because it is stuck in spam or blocked by the recipient's network firewall. In both cases the fix is to mark the @smartling alias as a safe sender:
Spam folder: The recipient marks the @smartling alias as a safe sender in their email account.
Network firewall: The recipient's IT team marks the @smartling alias as a safe sender on the network.
Why do I see "The user you are inviting already has access to this account"?
Why do I see "The user you are inviting already has access to this account"?
Each Smartling user must have a unique email address. This error appears when the email address is already in use or was used by a deleted account.
The email address is already used by another Smartling user account.
Give the person a dual role on their existing account.
Or invite them with a plus-address variation of their email, such as [email protected], if your email provider supports it. Smartling treats it as a unique user, and all notifications still go to their main inbox.
A Smartling user account with the same email address was previously deleted. Contact Smartling Support to reactivate the deleted account.
Contacts
Who do I contact about Smartling Language Services as a content owner?
Who do I contact about Smartling Language Services as a content owner?
If you are a content owner, email [email protected] for any of the following:
Interest in services such as transcreation, DTP, post-machine translation editing, or SEO management
Questions about translations delivered by Smartling Language Services
Translator capacity
Payment questions
Smartling Language Services can handle any translation task, either one-off or as your main translation provider. See Working with Smartling Language Services.
Who do I contact about Smartling Language Services as a linguist?
Who do I contact about Smartling Language Services as a linguist?
If you are a linguist, email [email protected] with translator questions or invoicing questions.
Freelance translators who want to localize content for leading brands can apply to join the Smartling Language Services team.
Cost estimates
Why is the cost estimate "missing rate information"?
Why is the cost estimate "missing rate information"?
Smartling calculates a job's cost estimate automatically only when rate cards exist for all your translation providers, with rates for every workflow step and language pair in the job. The estimate shows "missing rate information" when any of these is true:
No rate information is set up for the people assigned to the workflow.
The workflow's content type does not match the content type on the rate cards.
The job uses a dynamic workflow. Only the rates for the default branch of the workflow are used in the estimate.
The rate cards for the job's languages use different currencies.
The workflow includes non-payable steps, such as an internal review step.
For fixes, see Troubleshooting Missing Rate Information on Cost Estimates.
If you have a Requester user role in Smartling, please contact a team member in your organization with a Project Manager or Account Owner role, who will be able to check for the above reasons.
Jobs
Why does my job show "No Content"?
Why does my job show "No Content"?
When you send content to Smartling and see "No Content", the good news is that there is usually nothing to worry about. Often, the content is already in a different job, or has already been translated before, and is sitting somewhere else in your Smartling project. There are several ways to find the translations, depending on what happened.
Content was already in another job.
All content has been removed from the job.
Smartling has ingested no new translatable content.
The file is still processing and its contents have not yet been added to the job.
For more information, see Troubleshooting No Content in Jobs.
Why did "Smartling Automation" remove content from my job?
Why did "Smartling Automation" remove content from my job?
"Smartling Automation" is the trigger identifier shown in the job history when an action taken by a user in your account removes content from a job.
You can restore the removed content. The steps depend on what caused the removal. See Troubleshooting Content Being Removed From A Job.
Why didn't my job automation rule create a job?
Why didn't my job automation rule create a job?
A job automation rule creates a job only when content in Smartling matches the rule, is awaiting authorization, and is not already in a job. The most common cause is that no content matches the rule. Either the source content is not in Smartling yet, or the rule is misconfigured.
Confirm the expected content is in Smartling. Use the Strings View filters or Content Search.
Review the job automation rule configuration and confirm it matches the content you expect it to batch.
Why is my translation job late?
Why is my translation job late?
A late job usually comes down to one of six causes: the wrong workflow, a stalled workflow step, a new language without assigned translators, missing assignments, open issues, or a due date that does not match your vendor's SLA. Check them in this order.
Check that the job uses the correct workflow. Click the job name to open Job Details, then click the Workflows tab. Confirm the workflow is set up for your current translation providers. If the strings are in the wrong workflow, you can move them to the right one. To avoid this in future, configure a default workflow for each language.
Find the workflow step where the content is stuck. If the workflow is correct, check which step the content is in. If that step is handled by your own team (for example, an internal review step), contact those team members directly. To get automatic reminders in future, configure Idle String rules on that workflow step. Smartling then sends reminders to your linguists or reviewers.
Check whether the language was added recently. If you just started translating into a new language, notify your translation vendor so they can assign a team and deliver on time.
Check that the job is assigned to the right people. In the workflow configuration, confirm the correct translation provider and translators have access to the content on the workflow step. This matters most when a language was recently added to the project or workflow. If the step uses Content Assignment, confirm the content is assigned to a translation resource. You can also turn on content assignment notifications to be prompted to assign your preferred translator.
Check for open issues (translator questions). Open the issues panel in Job Details and resolve any open issues. You can reply to and close issues by email or through the Slack integration.
Check that the job due date matches your vendor's SLA. Authorize the job with a due date that falls within the SLA agreed with your translation provider. This is especially important when you add new content to an existing job. You can also set task deadlines on each workflow step. To automate this, use job automation rules for authorization and Job Due Date Profiles for due dates.
If none of these apply, contact your translation provider directly.
Can I update source content that's already in progress in Smartling?
Can I update source content that's already in progress in Smartling?
Yes, you can update source content that is already in progress in Smartling. You don't need to stop an active job to update source content, and unchanged content keeps translating without interruption.
When a Project Manager or Account Owner uploads a file that already exists in Smartling, Smartling overwrites the existing version and scans the file for changes:
New strings: You must authorize them for translation.
Removed strings: Smartling removes them from the job automatically.
Unchanged strings: They stay exactly where they are in the workflow. No action required.
For details, see Updating Existing Source Files for Project Managers and Account Owners. If you have the Requester user role, see the Getting Started Guide for Requesters.
Translations
Why is there untranslated content in my file or website?
Why is there untranslated content in my file or website?
Source language text appears in a translated file or website when the content is not fully translated yet, or when Smartling never received it. Which case applies depends on whether you can find the content in Smartling.
The content is in Smartling, but the translation is incomplete. This happens when:
The content is not authorized for translation yet.
The translation is still in progress.
The content was excluded from translation in the Strings View.
The content is not in Smartling. This happens when:
The content was not ingested for translation.
The content was not captured by the Global Delivery Network (GDN).
For fixes, see Troubleshooting Untranslated Content.