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http://support.translance.net Translance Help Center Mon, 19 Nov 2018 14:10:10 +0000 en-US hourly 1 https://wordpress.org/?v=4.8.24 http://support.translance.net/knowledge-base/submit-my-work-to-my-client/ Fri, 12 May 2017 13:17:20 +0000 http://support.translance.net/?post_type=ht_kb&p=379 There are a number of file-sharing options out there, and the clients you work for may each have their own way of doing it. Some companies even have policies about how and where files can be shared. If you’re not sure how your client wants you to deliver your work, get in touch with them to find out.
You can always send files through the Translance Messages—up 10 attachments for a total of 25 MB.

]]> http://support.translance.net/knowledge-base/end-your-contract-with-a-client/ Fri, 12 May 2017 13:41:09 +0000 http://support.translance.net/?post_type=ht_kb&p=381 Freelancers usually wait for the client to end the contract. This makes final payment on a fixed-price job easier and ensures that the client leaves feedback for you.
However, if there are no funds in escrow, Client or Freelancer can cancel the contract at any time by clicking to close the contract. If funds are held in escrow, refunds and cancellations must be initiated by Client or Freelancer by following the steps below.
To end a contract:
1. Click the Contract tab.
2. Find the one you want to end and click the Job Details link.
3. Click on Mark as Complete.
Once you end a contract:
Both you and your client can leave feedback. It is a double-blind system. The other user can’t see the feedback you left them until after they have left feedback for you.
Please speak with your client before you end a contract. All Translance users have the freedom to end a contract any time, but please talk to your client first because it is always best if everyone is aware of what’s going on and in agreement about it.

]]> http://support.translance.net/knowledge-base/why-was-my-contract-suspended/ Fri, 12 May 2017 13:53:23 +0000 http://support.translance.net/?post_type=ht_kb&p=383 For clients:
If there is a problem with your Translance account, your contracts will be paused or “suspended.” This is most likely due to an issue with a billing method. For example, your credit card may have expired or been declined. If you have a past-due balance, you will need to either fix the issue with your primary payment method or add a new payment method to pay your past-due balance. Once your balance has been cleared, your paused contracts will be resumed.
Please contact Customer Support by clicking here so we can take a look at your account and help you reactivate it. If it is going to take some time to resume, please contact your freelancer(s) to let them know when their contracts will resume.
You can also pause contracts yourself as a client any time you want to put them on hold. In addition, contracts that are inactive for an extended period of time pause automatically.
For freelancers:
If there is a problem with your client’s account, your contracts with them will be paused (or “suspended”) and you cannot continue to bill that client through Translance until the issue is resolved. There are many possible reasons this could occur, although we can’t share the specifics regarding your client’s account due to privacy concerns.
Here’s what to do if your contract is suspended:
• Stop working on the contract immediately – Any work completed during this time is not covered by Translance Payment Protection programs. Tip: Do not resume working until you receive a notification from Translance that the contract is reactivated.
• Contact your client – Get in touch with your client as soon as possible to find out when the contract will resume. If you do not get a response from your client, you can click here to ask Customer Support to contact the client on your behalf.
Warning: If your client asks you to continue working on the contract and then offers to pay you outside of Translance, in most cases you should decline and report it to Customer Support. This is called Circumvention, which significantly increases the risk of fraud and is a violation of the Translance Terms of Service. Please note that this does not apply if the Circumvention rules do not apply to you and your client or if your client has elected to pay a fee to opt out of the Circumvention rules.

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