Contacting LILT
Payment Support
If you have any questions about payments, payment policy, or payment rate, please raise a Payments ticket via the LILT Help Center, where our team is available to assist you.
When contacting us, please provide as much information as possible so we can help you more quickly:
Fully describe your issue or question.
Include any screenshots you believe may be helpful.
Provide any relevant customer names and project names.
If applicable, include the pay period you have a question about.
We commit to responding to you within 24 hours to acknowledge receipt of your inquiry and that it is being processed in the queue. We aim to resolve each inquiry within 1 week; however, resolving more complex issues may take longer. The payments team continually works through the queue to help everyone as fast as possible; we appreciate your patience and understanding.
Project-related questions
There may be other translators experiencing similar issues! Each project-specific Discourse Workspace has a general channel to communicate with all language groups for a particular project. For questions specific to your language pair, post your queries in your language channel. Language channels will be marked with your target language (example: #customer_ko_ko). Please also keep in mind: there may be a designated Language Lead in your language channel who can answer your question!
When reaching out with questions, it is most helpful to include the following:
A specific description of the issue
Your question
Screenshots, if applicable
Link to LILT project URL
Project-related updates
Openly communicating on project updates in real time with LILT and customers is essential to managing deadlines and expectations to keep everyone in the loop!
If you have a deadline update, please reach out to your Language Lead (if applicable) or to services@lilt.com.
Please give a detailed, succinct description of your question so we can help as best we can!
Recommendations
We love recommendations! Please send any recommendations to translators@lilt.com and our team will get in touch.
General queries
We use Discourse to keep our project communication both open and organized.
While we encourage sharing general questions and feedback, it's important to make sure your message is going to the right person or channel, especially if it's a sensitive topic.
If you're not sure where your question or issue fits in, send your query to translators@lilt.com, and we'll point you in the right direction.
Product feedback
We love product feedback! If you have ideas for how we can make LILT better, please submit a ticket through our Help Portal with a specific description of what you would like to see improved in the tool.
If something's not working correctly in the platform, you can also submit a ticket through our Help Portal and describe the issue. Our team is here to help!