Customer manual
Everything a customer needs — from signing up to downloading the certified PDF.
Getting started
1. Create an account
Go to /register, choose Order translations, and finish the form. You'll get a verification email; click the link to verify. You can place an order before verification, but some notifications are held back until your email is confirmed.
2. Sign in
Use /login. Forgot your password? /forgot-password sends a reset link.
Create an order
From your dashboard, click New order or open /order/new. The wizard has three steps:
- Parameters — source/target language, document type (optional), turnaround (Standard 24 h / Rush 12 h / Expedited 6 h), and notes for the translator.
- Upload — drag PDFs, JPGs, PNGs or HEIC files into the upload area (up to 20 files). The system counts pages automatically; you can correct the count before checkout.
- Review — confirms the price, ETA and line items. Clicking Pay starts Stripe checkout.
| Standard | 24 hours after payment — default, included in price. |
|---|---|
| Rush | 12 hours, +50% on the subtotal. |
| Expedited | 6 hours, +100% on the subtotal. |
Pay
We use Stripe's embedded checkout. Supported methods depend on your region — cards, Apple Pay, Google Pay and Link are the most common. You'll get a receipt email immediately.
If Stripe isn't configured in the current environment (local dev), the review page shows a dev mock button that simulates a successful payment.
Track the order
The order page at /account/orders/<id> shows the live status, ETA, files, messages and status history. Statuses progress in this order:
| Awaiting payment | You created the order but didn't pay yet. |
|---|---|
| Paid | Payment confirmed; we're routing the work to a translator. |
| Assigned | A translator has picked it up. |
| In progress | Translation is being prepared. |
| Awaiting review | Translator submitted; our review team is checking it. |
| Awaiting customer | We need input from you — check the Messages panel. |
| Revision | You requested changes; the translator is reworking them. |
| Completed | Deliverable PDF is ready. You'll get an email. |
The status history widget uses server-sent events, so changes appear without a refresh.
Receive the deliverable
When the order is Completed, the page shows a Download button next to the final PDF. The file is the translation merged with the signed Certificate of Translation Accuracy as a single document — ready to submit to USCIS, a university or a court.
All source files stay available for two years; the final PDF stays in your account indefinitely.
Revisions
After the order is Completed, the order page shows a Request a revision form. Describe what needs to change, click submit, and the order moves back to Revision. The translator receives the notes and will upload an updated deliverable. Revisions are free within 14 days of delivery.
Messages & attachments
Every order has a message thread between you, the translator and our review team. You can attach additional files (up to 20 MB each) — useful when the source is blurry or when you need to share a template. Messages support markdown-light formatting.
Profile & security
At /account/profile:
- Profile — your name, phone, preferred language (EN / RU / ES / UK / PT). Email cannot be changed from here — contact support if you need it re-mapped.
- Change password — enter current and new passwords. We block passwords found in HaveIBeenPwned leaks and anything shorter than 10 characters.
- Two-factor authentication — optional for customers, required for admins and managers. Use any TOTP app (Authy, 1Password, Google Authenticator).
- Privacy & data — export your data or schedule account deletion.
Addresses
/account/addresses is the place to save shipping addresses for future hard-copy deliveries. Hard-copy shipping is currently v2 and vendor-blocked — addresses are kept so they're ready when the vendor integration goes live.
Invoices
Completed orders have a Download invoice button that generates a PDF with your order number, line items, tax and total. Stripe also emails you a receipt separately.
Privacy & account deletion
We retain source documents for 2 years, then delete them. Final PDFs and order metadata are kept indefinitely so you can re-download past work. From Privacy & data you can:
- Export — download a JSON dump of everything we store about you.
- Delete — schedule account deletion. You'll be asked to re-enter your password to confirm.
See the Privacy policy for the full legal terms.
Troubleshooting
I didn't get the verification email
Check spam first. The banner on your account page has a Send verification email button that regenerates the link.
Stripe says "Your card was declined"
This comes straight from your bank — usually a hold or fraud check. Try a different card or reach out to support.
I need my translation faster than 6 hours
Email hello@linguapass.pro with your deadline. We can sometimes arrange priority handling for very tight windows.
My order was paid but status is still "Paid"
That's normal — the translator hasn't picked it up yet. Standard SLA is <1 hour during business days. If it stays there longer than the turnaround window, contact support.