Troubleshooting
Most snags have a one-step fix. If yours isn’t here, write to support@transept.ai — we read every message.
On this page
What should I try first when something goes wrong?
- Credits ran out mid-job. Existing translations stay where they are; new jobs pause. Buy a credit pack and continue exactly where you stopped.
- Formatting looks off on export. For a Word import, use Word (.docx) when the grey line under it reads Keeps your original formatting; for a Google Doc import, use Google Docs — original layout. Both keep the source file’s formatting instead of generating a fresh file. If an older Word import shows Simple formatting there, re-import the file.
- Notion import failed. Reconnect Notion via Settings → Integrations. Older OAuth connections sometimes need a refresh.
- Google Drive picker doesn’t show my file. Make sure it’s a supported type (Doc, DOCX, MD, TXT, PDF) — the picker hides the rest.
- Can’t sign in / no code. Use “Forgot password?” to reset. For email codes, check spam, and always use the newest code — older ones stop working the moment a new one is sent.
Still stuck?
Ask Literess — she knows the product and can often fix the setup for you on the spot. For anything she can’t resolve, email support@transept.ai; a real person reads it.
Why can’t I find my Notion sub-pages in the import picker?
Notion’s search only returns top-level pages and databases shared with Transept, and only by title — it never lists the sub-pages nested inside a page. To reach those, open the parent page in the picker with the Open chevron on its row and browse what’s inside, or paste the parent page’s URL to jump straight there. If even the parent page is missing from the list, open it in Notion and share it with Transept via ••• → Connections.
If a run fails or I cancel it halfway, am I charged for the whole thing?
No. Transept charges only for the work that actually completed, and releases the rest of the hold it placed at the start back to your balance. That is the same whether a run finishes, fails, or you stop it partway. See Plans, credits & the free tier.
My translation memory panel is empty — is it broken?
Almost never. It is usually one of three things: by default the memory only draws on documents marked Delivered or Paid, so work parked at an earlier status — Quoted, In progress, In review — is filtered out; or you have no earlier work in this document’s source → target language pair; or you have just imported a TMX/XLIFF whose meaning-based index is still building. Documents with no status at all stay in, because Include untracked documents is on by default. Translation memory walks through all three fixes.
Why is the header of my exported Word file still in the source language?
That is deliberate. When Word (.docx) keeps your original formatting, only body content is translated, and headers and footers keep their source-language text. Everything else about the original file (styles, fonts, tables, images, numbering, page setup) survives precisely because only the body text is swapped. See Exports & integrations.
Still stuck? Ask Literess in the app, or write to support@transept.ai.