Frequently Asked Questions (FAQ)


Payment

Lionbridge has 2 payment cycles, the 5th and 20th of every month. If any of these dates falls on the weekend or a holiday, the payment is made on the next working day. Please note, if you are being paid via a wire transfer, it can take 2-3 working days to reach your account after the payment is initiated by Lionbridge.

To determine when you will get paid, you will first need to check the due date of the POs in eProcurement. If the due date falls before or on the 5th of the month, the POs will be paid in the payment run on the 5th of the month. If the due date falls after the 5th or on 20th of the month, the POs will be paid in the payment run on the 20th of the month.

LCX POs are invoiced automatically by the system on the 1st of the month following the task/job. Invoices are accumulated in the earnings summary and will be sent to your registered email address on the 11th of the month after the PO is invoiced. You can turn automatic invoicing OFF if you wish to postpone payment for LCX jobs. For more information, you can access the LCX guide under Community Jobs (LCX) in the main menu.

POs can only be invoiced after the delivery date of the PO has passed. Make sure to check the delivery date of the PO and invoice after the delivery date has passed. If you are still having problems invoicing and the delivery date has passed, reach out to our Payments Support team by creating a ticket under the Support menu.

The PO issuer is the main point of contact for any issues you have with your PO. If your invoice is flagged as "awaiting approval", please contact the PO issuer at Lionbridge first to ensure there are no pending issues associated to the work you delivered.
If the invoice is awaiting approval for a long time, please create a ticket under the Support menu and our team will investigate.

You can find your earnings summary by logging in to the LCX job board and looking under the Completed Jobs tab. Next, click on the month for which you want to view or download the earnings summary. The earnings summaries are also sent to your registered email address on the 11th of every month.

If you are unable to find a PO in eProcurement, start by asking your PM contact if the PO was issued. If you encounter any issues after reaching out to the PM, you can create a ticket under the Support menu. Please note that jobs you claimed in LCX are added to your earnings summary automatically, and emailed to you on the 11th of every month.

During a wire transfer, there are generally two intermediary banks involved. One from the sender’s side and one from the receiver’s side. Lionbridge pays all the fees from the sender’s side. There may be additional fees incurred on the receiving side from your bank and any intermediary banks used, as these are not paid by Lionbridge. To avoid bank transfer fees, you can look into other payment options such as Payoneer or PayPal.

To change the information stored in our system, go to the Payments tab, click on My Finance Details. Here you can update your banking information as needed. Please note that bank details can only be updated by our partners. Lionbridge employees can verify if banking details were saved, but financial information is otherwise hidden and only accessible by the finance team issuing payments.

There is no need for partners to upload invoices into eProcurement or to add a digital signature. This won't affect any of the payments made by Lionbridge to you. You only need to invoice and submit the POs in eProcurement and the payment will be made as per your payment terms.

For any additional assistance on payments and invoices that are not answered in these FAQs, you can always create a ticket under the Support menu in order to get in touch with our team.

The goods and services tax (GST) in India is a value-added tax levied on most goods and services sold for domestic consumption. The GST is paid by consumers, but it is remitted to the government by the businesses selling the goods and services. GST is only applicable on payments made via the Lionbridge India office.

No, GST does not apply to payments made from outside of India. These payments are considered an export transaction and therefore, GST is not applicable.

After submitting the invoice in eProcurement, please email your manual invoice with the GST value to financeap.mum@lionbridge.com.

Lionbridge Community Xchange (LCX)

No, there is no technical issue. When a job is made available, it is accessible to a group of translators and another translator likely picked up the opportunity before you could log in. Make sure to keep notifications turned on and accept jobs in a timely manner if you can work on them.

You can ask for a job extension using the LCX job contact listed on the LCX job description page. The Lionbridge project team will adjust the delivery date if possible. Please note, we do ask that you do not accept jobs if you cannot meet the posted deadline.

No. LCX does not allow you to accept only part of the job. You should, however, ask the job contact listed on the LCX job description page if the job can be split and re-posted.

LCX will apply your standard negotiated rate for the relevant activity, unit of measure (e.g., word, character, hour), language pair, area of expertise, task type (e.g., translation, editing), and if applicable, customer. For example, if you agreed to a volume discount for a specific account, LCX searches for a customer-specific rate first, then applies your default rate if no specific pricing exists.

No. Jobs delivered using LCX are automatically added to an earnings summary directly in LCX. By default, on the first day of the month LCX will automatically generate an earnings summary (invoice) including completed un-invoiced jobs in previous months. In most cases the monthly earnings summary will only list one invoice, unless the work was delivered across several Lionbridge fiscal entities. You can change the automatic invoicing setting in the completed jobs tab to postpone invoicing.

Yes. Earnings summaries are available for download from the completed jobs tab in .pdf format the 11th of the month. Earning summaries include invoices for jobs completed the previous month, and any other job that had not been invoiced until then. Adjustment to your earning summaries may be necessary post-delivery, this is the reason why they become available only on the 11th of the following month.

This information is available to you once the invoice is generated. Between the 1st and the 11th of the month you can see the Lionbridge entity for each invoice by clicking on the button "Provide Invoice ID" in the Completed Jobs tab. It will also show the amounts that will be invoiced to each entity. Your final earnings summary will be available for download on the 11th of the month and display this information as well.

LCX generates one invoice per Lionbridge entity. If you are receiving jobs from 2 different Lionbridge entities, LCX will generate 2 separate invoices for you.

Yes. You can enter custom invoice IDs between the 1st and the 11th of each month at 00:00 UTC. On the 1st of each month, your earnings summary including work completed the previous month is generated in LCX, although not downloadable yet. You then have 10 days to customize your invoice IDs. After the 11th of the month at 0:00 UTC if no custom invoice ids were entered, the system will use the automatically generated ids and the "Provide Invoice ID" button will no longer be available.

We are seeing an increasing number of smaller size jobs with faster turnaround times. We realize that the translation of very small tasks involves setup and admin tasks which lower your productivity and impact your earnings. To ensure we compensate your efforts fairly for small jobs, we introduced a “flat fee” model in LCX, which was designed in collaboration with some of our translation partners. This model allows our project teams to apply higher word counts with thresholds. This means that if we post very small jobs, we pay you a higher and fixed word count at your current word rate. This change is only available for jobs managed in LCX. Please note that the flat fee job type may not be available for certain small jobs that are not suited to this job type.

Linguistic ToolBox (LTB)

It is Lionbridge's proprietary tool for bilingual language quality inspections, monolingual source analysis, machine learning-based detectors, and much more. It can perform many different checks on the target text, such as: Glossary consistency across software options and the relevant documentation, Checks at term level, Checks at segment level, Punctuation, spelling and much more.
Lionbridge uses the Translation Workspace login as a means of authentication for LTB, to control the validity of the user’s license. So yes, a Translation Workspace subscription is required to use LTB. If you don’t need a Translation Workspace subscription for the work that you do for Lionbridge but you still need to use Linguistic ToolBox, please contact your Lionbridge project team. They will provide you with instructions on how to get access to a special Start up Plan.
LTB checks are based on regular expressions, i.e. pieces of code meant to match against specific sequences of text. Although they are designed to be as precise as possible, they cannot be perfect and there is a chance they might detect false positives. If you consider the LTB configuration you are using is not customized in the best possible way for your account and yields too many false positives, please let your project team know. LTB, in fact, allows for wide chances for customization and improvement, and then any feedback can be used to improve the configuration you are using and ensure it flags real issues while limiting the amount of false positives to the minimum.
You can download LTB from this website (link: http://autoupdate.lionbridge.com/ltb3/). You will need to scroll down until you find the green arrow or the hyperlinked term "here". Once you have done so, save the ZIP archive in a publicly available location like your desktop or the \Downloads folder. You can then extract the Installer.exe file from the ZIP file, and right click on the extracted Installer.exe file and select Run as administrator. You will then be able to go through the installation wizard to have LTB fully installed.
You will use the credentials for your TW account. If you need a quick reminder, your username is the email address you used for your subscription to Translation Workspace (TW) and your tenancy was assigned when you subscribed to TW. For the following two fields, you can enter translate.translationworkspace.com under "Server Address," and leave the "Proxy Address" blank.
If this happens, you can go to the Geoworkz webiste (link: https://geoworkz.com/). and use the "Forgot your credentials?" link under login to recover your username, password, or tenancy. You will then receive an email notificationwith further instructions. Afterwards, you will be able to login to LTB again.
Your first troubleshooting step will be to exit and close any open instances of LTB or the MS Word package. You will then want to right-click on the LTB desktop icon and select Open file location and remove all files in that folder, except Launcher.exe and the \Support folder. After that, right-click on the Launcher.exe file and select Run as administrator and wait for all the files to be downloaded and for LTB to be launched again. If the issue still persists, please send an email to the servicedesk@lionbridge.com email address..
You will first want to exit and close any open instances of LTB or MS Word package, and then open MS Word. From the Home menu, click on Options and switch to the Language tab. Under the Office authoring language and proofing panel, click on Add a language and select the language that applies in the displayed dropdown. Next to the language name you will see aProofing available hyperlink*, clicking on which you will be redirected to the MS Proofing Tools webpage where you can click on Download to save the installer on your PC (choose a publicly available location, for better security). Make sure to close any open MS Office applications and double-click on the installer you have just downloaded to start the installation. After the installation has finished, restart your PC and launch LTB, load your relevant LTB config and test to see if MS proofing tools are used (you will see an error message if any issue is found). *If no hyperlink is provided, it means that there are no MS proofing tools available for the selected language.nth, the POs will be paid in the payment run on the 20th of the month.
Once launching LTB by double-clicking on the LTB desktop icon, select your source and target languages. You will then click on File > Load Configuration. These next steps depend on where your configuration is stored. If your LTB configuration is stored physically on your PC, select the Local tab and load your config by using any of the following methods:
  1. Click on Open folder … to select the whole folder where the LTB config is located.
  2. Click on Open to browse through your explorer folders until you find the LTB config, and then you double-click on it.
  3. Copy the folder path where the LTB config is found and paste it into the Configurations panel folder path field, and then press Enter on your keyboard.

If your LTB configuration is stored in a TW TM, select the Translation Workspace tab:

  1. Click on Log in.
  2. Enter your credentials as per question ID 2 above and click on Connect.
  3. Select the relevant TM.
  4. In the right panel, you will see the LTB config that is embedded within the selected TM. Select it and then click on Download.
In the Project Setup > Input Files tab, follow any of the following methods:
  1. Click on Add Folder to select the whole folder where the files to check are located.*
  2. Click on Add Files to select the files to check by directly browsing through your explorer folders.
  3. Drag and drop files directly inside the LTB UI interface from the folder they are located into.
*If following method a, then you will also have to open the dropdown next to the folder name in the LTB UI interface and select the relevant format of the files you want to process with LTB (e.g., you will have to select XLZ if you have worked with that file format). Then, press the tab character on your keyword to make sure your files are taken into account and the LTB quantifier is updated with the correct number of files to process.
In this case, it makes sense to follow either method b or c as per the previous FAQ. Once you have added the file to the LTB interface, please do the following:
  1. Select the added file.
  2. Click on Settings.
  3. In the XLS Properties that opens, select the Process this spreadsheet checkbox.
  4. Deselect First row contains field names (Header) in case your input file did not have any headers.
  5. Select the relevant Source and Target columns for your file.
  6. Select either of the following two:
    1. Use these settings on all sheets of current workbook, if the file you need to process has multiple tabs with same columns arrangement.
    2. Use these settings on all sheets in all workbooks, if you need to process multiple Excel files with same columns arrangement for all their sheets.
First, locate the output report in your PC and right-click on it and select Open with. You can then click on More Apps to display the full list of applications available and select Excel as the default application to use to open XML files (make sure to select the checkbox Always use this app to open .xml files). If Excel is not displayed on this first list yet, select Look for another app on this PC and locate Excel by browsing through your PC folders.
After your open the output report that you generated with LTB, locate the upper bar in the Excel screen and select the Add-ins ribbon to click on Start/Stop LTB Helper. In the Filter section, select Go to next keys (Blank). LTB Helper will automatically filter your report by the issues that have the same content in the cells under the Issue, Match, and Ignore? columns. In the Apply Comment section, select the comment that applies to the filtered issues displayed on screen: Ignore (if they are real positives) or Mark (if they are real issues). In the Apply section, click on Visible rows. All the issues on screen will be greyed out and commented with the relevant comment you selected previously. To close the LTB Helper, click again on the Start/Stop LTB Helper button under the Add-ins ribbon.

Remember that you can also find instructions and information about this add-in in the C:\Users\%username%\AppData\Roaming\LinguisticToolbox\Help\LTBHelper_QuickUserGuide.docx folder file and in the LTB Help section.

You can access LTB Help by selecting Help > Contents on the LTB UI interface (or by pressing F1 on your keyboard). We also have a LTB Getting Started Guide in our Community Portal here (link: https://partners.lionbridge.com/Media/Default/LTBTraining/LTB_Getting_Started_Guide_TranslationPartners.pdf). We also have a more extensive LTB FAQ document in the Community Portal here (link: https://partners.lionbridge.com/Media/Default/LTBTraining/LTB_FAQ_TranslationPartners.pdf)

If you need assistance with training issues, then please send an email to the PartnerTraining.CM@lionbridge.com email alias.
If you are experiencing technical and functional difficulties with LTB, please send an email to servicedesk@lionbridge.com.

LTB includes many different quality checks features that often are not all available in the CAT tool QA feature. Moreover, LTB allows for great options for tailorization and customization, which means that its checks can be adapted to the translated contents you need to verify and prevent already found false positive issues to be detected again in the future. Hence, LTB is much more powerful than any CAT tool-embedded QA feature.

Translation Workspace (TW)

When you are onboarded, you receive your credentials in an email from SaasService@lionbridge.com. If you can't find this email, please go here (link: https://geoworkz.com/Recovery.aspx) and start by recovering your tenancy, and later your username.
Translation Workspace Tools is a separate piece of software from the TW environment that allows file conversions and Translation Memory (TM) modifications. Normally, you will not need to use it, unless specifically requested by the project team. The project team will make sure in advance that you are aware how to use TW tools and are ready to use it in a given job.
The user and the last time the suggested translation has been updated are displayed within the segment editor, TM match section.
In order to find out the best solution, please discuss this with your recruiter and together you can decide on what works best for you and your scenario. Please note, a freelancer's account can be accessed only on 2 separate machines.
Yes, you can! In order to customize shortcuts, go to Tools > Preferences > Accelerator Settings.
The legend of what the different highlight colors mean can be found in Help> Help under Translating>Highlights for segments.
Yes, you can make corrections under Translation > Sub Segment Segment or Un Sub Segment Segment.
Your access may have expired, because access to every TM is granted for a limited period of time. You can right-click on the TM in your TW dashboard, and delete it and then use a new token to subscribe to it again.
If you see a link that begins with "www.translate.translationworkspace.com/loermipsum..." it means you already have access to this TM, and you do not need another token to access it.
We ask that you use TW when the job requires it to be done using this software. While technically .xlz files can be opened in different CAT tools, editing them outside of Xliff will change the file and cause multiple issues at later stages of the project. Please remember to always use the CAT tool specified in the job instructions. If you have any doubts as to what software should be used, please reach out to your project team.
There are a couple of reasons why this can happen, either xliff remembers your default preference, and your target is at the top of the list of languages, or the given target does not yet exist in this TM. In that case, in the language choice window, in the bottom-right corner you will need to use the option "Add Language".

Cloud Translation Environment (CTE)

You can grant yourself access to CTE from your Community Portal profile. You need to go to Profile > Contacts then click Manage in the green box with your contact data. This will open another window, on the very bottom of the page you can adjust the slider to confirm that you want to have access to CTE. Remember to save your changes. If you have a task waiting for you in TMS that you could not access, you will need to ask your PM to reassign the task to you.
If you want to use an auto punctuation corrector you can install an extension from the Chrome web store, here is an example of one (link: https://chrome.google.com/webstore/detail/instant-smart-quotes/dddflkfjemblhfmjdlmmilapbkdaabcj). For this extension, an icon in the shape of a black dot will appear in the top bar of your browser (you may need to close and reopen your browser after installing to view the icon). Click on the black dot and select your language from the drop-down menu of the extension to start using it. *Please note, this extension is not created by Lionbridge and is being suggested here as an example. Lionbridge does not have any affiliation with this extension or its creator.
You can use this resource (link: https://www.linker.ch/eigenlink/sonderzeichen.htm) to find a list of useful and quick key combinations like for apostrophes (curly vs straight), quotation marks (low vs high), etc. *Please note, this resource is not created by Lionbridge and is being suggested here as an example. Lionbridge does not have any affiliation with this resource or its creator.
If you have submitted the collection and saw the confirmation screen "Collection has been submitted," there is no need for any further actions. TMS will move your submitted collection to the "Completed" tab, it may take up to 15- 20 minutes.
The Cloud Translation Environment is an additional translation option for projects, there are not currently plans for it to replace any other tools.
CTE is compatible with IE10+, as well as the current versions of Chrome, Firefox, and Safari. The most recent versions of mobile browsers for Android, iOS, and Windows Phone are also supported.
CTE runs in your browser, so there is nothing to download. You can launch CTE from your “In Work” tasks list in TMS.
CTE tasks must be launched from TMS. Go to your “In Work” tasks list and click on the “CTE Collection” link beneath the task you want to translate. Going to this link directly will not work.
There is a full list of CTE shortcuts in the CTE Help section.
Both the total and effort word counts for your tasks can be viewed in TMS.
CTE can only be launched from TMS, so if a project does not appear there it cannot be translated in CTE.
No, only the assigned translator can work on the collection. Collections cannot be assigned to multiple translators at a time.
The TM environment is defined by the project team. The relevant background TMs can be linked to the working TM by the project team, but there is no way for translators to add additional TMs from within CTE.
Yes, CTE can support multiple TMs/ glossaries only if the project team sets up the environment in this way.
Translators can bind up to 9 special characters to the Shift+Alt+[1-9] hotkey in the “Insert Character” window under the Edit menu.
No, segments cannot be split or merged from within CTE.
Segments in a translation collection are either untranslated or translated. Segments in a review collection are un-reviewed, approved, or rejected.
CTE connection speed is based on your Internet connection speed and location with respect to the server. Disabling browser plugins, closing other browser tabs, and updating to the most recent version of your preferred browser can also help improve CTE performance.

Resource Task Board

Please note, there are two instances of the Resource Task Board (RTB): one for Canada and one for UK/Switzerland. You can access the Canadian site here (link: https://pats.lexitech.ca/pats.net/Webapplications/ResourceTaskBoard/Account/Login.aspx) and the UK/Switzerland site here (link: https://pats-ext.ch.lionbridge.com/ResourceTaskBoard/Account/Login.aspx).
You will use the same credentials as the Lionbridge Community Portal (LCP).
First, try to log in to the Lionbridge Community Portal to ensure your LCP credentials work. If not, you can try to change your password using the "I forgot my username/password" feature and then login to the Resource Task Board. If you are still experiencing issues after resetting your password, you can create a ticket under the Support menu. Make sure to add either "Canadian or UK/Switzerland Resource Task Board request" as the subject line so that it gets routed to the right team to assist you.
It's a very simple process! Log in to the Resource Task Board, have a look at the available projects on the left hand-side, review the details including the source files, and click Accept.
The first step is to download the documents for the corresponding task and review the instructions available on the Resource Task Board. After doing this, make sure to check the Linguistic Assets section for reference files or any other relevant documentation such as LTB configurations or client profiles/style guides.
Contact information is usually provided in the instructions on the Resource Task Board. When applicable, use the form provided under Linguistic Assets. If the contact information is missing, please reach out to your local Community Management team.
You can reach out to the contact that is showing in the details of your task on the left hand-side for project specific questions like these.
Once logged in, click on your project and then on the "Deliver Files" button. Upload your deliverables (usually a Studio package or .xlz file and your LTB report), click "Next" and follow the final steps. When ready, click "Deliver" and you're done!
Your PO will be automatically generated upon delivery and you will have access to it from eProcurement. Make sure to invoice it as soon as possible to avoid any additional delay to the payment schedule. If you have any question about payments, check the Payment section of this FAQ page.
Once logged in, uncheck the "Send me new task notification by email" option on the main page.
Feel free to reach out to your local Community Management team so they can recommend your services to relevant project teams.

Trados Studio

This often happens when the path to save your project is too long, as there is a character limitation. A good option to assist with this is to create a dedicated empty folder on your desktop in order to save the project and resolve this issue.
You can run spellcheck under File > Print & View > View In and select Target. Run a spellchecker such as Antidote or any other relevant spellchecker and implement your changes in the Studio editor as well to keep the translation memory up-to-date.
In order to resolve this, you will need to associate the corresponding source file. To find out more, take a look at this article on the SDL knowledge base. (link: https://gateway.sdl.com/apex/communityknowledge?articleName=000001543)
First, check for any missing tags and fix any issues. Also can also check if this is a split document. If so, you can still copy-paste all the target segments in Word to run your spellchecker and save your changes in the editor to update the translation memory. Make sure to send an email to the project team to warn them about this issue as the problem may come from the original file itself.
Reference files can sometimes be added into a subfolder in your package. Make sure to enable the "Include subfolders" option under the "Files view" on the left hand-side in the Trados Studio interface. This checkbox should remain active at all times.
There are a few reasons why this may happen. Try the different steps listed here. Make sure the server you have already set up is available by following the instructions you received when you were granted access the first time. The credentials you received are unique to SDL Trados Studio. You can also check if the translation memory is enabled in your project settings under Language Pairs > Translation Memory. The "Update" option should also be selected if you have a read and write access to this translation memory. If these steps have not helped, you can create a ticket under the Support menu. Make sure to add either "Canandian or UK/Switzerland SDL server support" as the subject line so that it gets routed to the right team to assist you.
The first step is to make sure your termbase window is displayed properly in the editor. Also ensure the server you have already set up is available by following the instructions you received when you were granted access the first time. The credentials you received are unique to SDL Trados Studio. If you are still having issues, check if the termbase is enabled in your project settings under Language Pairs > Termbases. If these steps have not helped, you can create a ticket under the Support menu. Make sure to add either "Canandian or UK/Switzerland SDL server support" as the subject line so that it gets routed to the right team to assist you.
There are known issues with the latest Trados Studio 2019 update. In order to resolve this, you will need to run an older version until SDL can fix the issue. For more information, you can view this article on the SDL knowledge base. (link: https://gateway.sdl.com/apex/communityknowledge?articleName=000014836)
You can search the SDL knowledge base to see if a resolution to your problem is listed there. You can view it here (link: https://gateway.sdl.com)
You can contact SDL assistance to get additional support with Trados Studio. Find their support options here (link: https://www.sdl.com/support/)

Other, General Questions

At Lionbridge we deal with different kinds of content and provide a variety of language services and different projects work best with different tools. If you have basic knowledge of how CAT tools work, you will be able to master Lionbridge CAT tools easily. Should you have any problems, please remember that you can reach out to the CM Training team at any time and ask a question or join a training webinar.

Each project that you are assigned should have its own instructions and materials such as TMs, glossaries and loc kit. If this is the case, materials provided by Lionbridge teams should be used exclusively to ensure consistency, coherence and quality throughout an entire project.

This depends on a couple of factors. If you were recruited for a specific project, your task is probably waiting for the moment you are proficient in our translation tools. If you signed up to be a translator with Lionbridge yourself, please be sure to keep your profile updated with appropriate language pairs, areas of expertise, clients you have worked with so far, other tools you are familiar with and what services you are offering. As time passes, please remember to keep your profile up to date.

Lionbridge manages a few accounts with lower quality requirements via the MTM process. However, unless differently instructed, we aim for standard human translation quality using MT.

For professional translation, Lionbridge customizes MT to fit the target projects/programs. Customization is the key to enhancing MT output.

No. While the quality of MT output continues to improve, results vary greatly depending on the language, domain and customer terminology requirements. Human translators play an essential role in ensuring the required quality standards are met through an appropriate level of editing.

Tags are a code representation of the original content formatting. When the file is converted into bilingual format for translation, all formatting is converted into tags. Your job as translator is to make sure that all tags in the target language are in the same order and place within the segment as they were in the source. We recognize that the syntactic and grammatical differences between languages will force you to move tags around, and while all tags are protected by default, both Xliff and CTE have the option to unprotect tags, so that you can move them while translating or editing.

To be eligible for different types of projects and jobs, please contact your recruiter or CM Business Partner. They will open a new price line with you or discuss additional qualification process depending on the services you are offering.