Help
Answers about your PDF, your order and refunds
Short answers to what people ask most, grouped by topic. If your question isn't here, write to us.
Contact support
For anything about an order, a payment or a refund.
What to include
- Your order reference, like PT-7KQ4-2M. It's at the top of your order page and in your order emails.
- The email address you used when you paid.
- What happened, in a sentence or two.
Never attach your document. Send the order reference instead.
Your PDF
What you can upload and what you get back.
What kind of PDF can I translate?
A text-based PDF, up to 25 MB and up to 40 pages.
Fillable fields keep their types: text boxes, checkboxes and dropdowns stay fields you can fill in, in the same places.
Why can't a scanned page be translated?
A scanned page is a picture of text, so it has no text layer to read. We check every page before you pay. A page with no text layer is flagged, and you remove it to get a price.
Is it a certified translation?
No. This is a working copy to help you understand the document — not a certified translation.
Does a person translate my document?
No. It's handled by software, start to finish. No person translates or reviews it.
How much does it cost?
One fixed price per document, shown before you pay. Tax is calculated at checkout. Pricing explains what changes a price.
When am I charged?
Only when you pay on our payment company's secure page. Nothing is charged and nothing is translated before your payment is confirmed. Your receipt comes from the payment company.
Do I need an account?
No. You can get a price and pay without one. When you pay, you give an email address so we can send you a sign-in link for your order.
Is it safe to refresh while my payment is being confirmed?
Yes. Refreshing is safe. It never charges you again. If a second payment reaches us for the same order, it's refunded in full.
Refunds
When a refund starts by itself, and how you'll know.
A full refund, tax included, if the translation fails or any page you paid for can't be translated.Refund policy
When am I refunded?
Automatically, for the whole order, tax included, when:
- the translation stops before a translated PDF is delivered
- some pages you paid for couldn't be translated
- some wording on a page stayed in its original language
- your translated PDF is lost before you download it
If a second payment reaches us for the same order, that payment is refunded in full too.
Do I need to ask for a refund?
No. It starts by itself; you don't need to ask. It goes back to the payment method you used for the order.
How will I know I've been refunded?
Your order page shows each step in words, and says Refunded only once the payment company confirms it.
Refund dueRefund in progressRefunded
Something's wrong with a delivered translation. What can I do?
Write to support@formintact.com with your order reference and what's wrong.
Your order and email links
Finding your order again, sign-in links, and your download.
Where do I find my order reference?
At the top of your order page and in every email about your order. It looks like PT-7KQ4-2M.
I closed the page. How do I get back to my order?
Open the sign-in link we emailed you when you paid. It adds the order to your account, and you'll find it under Orders. You can also sign in with the email you paid with.
My sign-in link didn't arrive.
Check your spam or junk folder first, then ask for a new link on the Sign in page. Each link works once, for 15 minutes, and a new link replaces the one before.
How long can I download my translation?
Until the time shown on your order page. After that it's deleted automatically, and we can't send it again.
What happens to my PDF?
It sits in temporary working space while it's read and translated. Your document is deleted the moment you remove it, or automatically if you don't. After you pay, Delete now on your order page removes it at once.
What does an account keep?
There are no analytics. If you sign in, an account keeps your email address and order records, never your documents, and this browser keeps sign-in cookies.
Can I get a copy of my data, or delete my account?
Write to support@formintact.com from the email address on your account and say what you'd like. The Privacy page lists what an account keeps.
Policies
The full policies, in plain words
Refund policy
When you're refunded automatically, how the money goes back, and how you'll know.
Terms of service
What FormIntact does and doesn't do, and the rules for using it.
Privacy
What happens to your PDF, and what an account and this browser keep.