Question 1

Contact us

Accepted Answer

Our support team is available 24/7 via email. Monday-Friday we also offer chat support from 9am-5pm ET.

Email (preferred): support@immitranslate.com Chat with us! Phone: (800) 880-0595

Question 2

Can I cancel my order?

Accepted Answer

Contact us immediately to cancel your order. With short turnaround times, we start translating quickly. Translations that are not in progress can be refunded. Any other order status other than "created" is decided on a case-by-case basis.

Question 3

How can I find my order?

Accepted Answer

Navigate to our find my order to look up your order.

Don't know your order number or email used? Contact us, and we'll help you find your order.

Find my order page

Question 4

How do I add a user to my account?

Accepted Answer

Adding users to your ImmiTranslate account allows for efficient collaboration and management of your translation needs. Follow these steps to add a user to your existing account:

Step 1: Navigate to the Account Users Page

Go to the Account Users page to manage users associated with your account. This page is designed to help you easily add, remove, or modify user permissions.

Step 2: Add New User

If you are an account administrator, you will see an "Add new user" button on this page. Click this button to open a window where you will be prompted to enter the new user's details:

|| Accounts that were created prior to our user permissions system do not have a default administrator. If none of the users within the Users table have the role "Administrator", please contact support via email or the chat box to have a user set as the account administrator.

Email: The user's email address. This will be used for logging in and all account-related communications.
First Name: The user's first name.
Last Name: The user's last name.
Administrator Access: Check this option if you want the new user to have administrator access. Administrators can add and remove users, including other administrators, and manage account settings.

|| If a user already exists in our system but is not attached to your account, please contact support via email or the chat box to have that user merged into your account.

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Question 5

Will USCIS accept your translation?

Accepted Answer

We guarantee USCIS acceptance of your translations or your money back. We stay up to date on the evolving USCIS translation requirements. If you receive a translation from us and USCIS updates its policies after the fact, we will reissue your translation to you, no questions asked.

Per Federal Regulations Title 8 § 103.2 As of: 10/31/2022

a5: Translation of name. If a document has been executed in an anglicized version of a name, the native form of the name may also be required.

b3: Translations. Any document containing foreign language submitted to USCIS shall be accompanied by a full English language translation which the translator has certified as complete and accurate, and by the translator's certification that he or she is competent to translate from the foreign language into English.

Question 6

What does my order status mean?

Accepted Answer

Received: Order placed, pending intake from our team.
In Progress: The order has been assigned to a translator.
In Review: You can review your translation and make revision requests if necessary.
Approved (If Applicable): Pending an add-on service
Completed: Order Completed
On Hold: Contact us to release your order hold. The purpose of your order hold is unique to your order.
Refunded: Your order has been canceled and refunded.

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