Troubleshooting

Solutions for common issues when using Babelize.

Authentication

Can't sign in

1. Check your email address and password, or use Forgot password? on the sign-in page
2. If you signed up with GitHub or Google, sign in with the same button
3. If you turned on two-factor authentication, enter the current code from your authenticator app
4. Clear browser cookies and try again, or try a different browser or incognito mode

OAuth sign-in failing

1. Enable pop-ups for app.babelize.co
2. Clear browser cookies
3. Try incognito mode
4. Verify your GitHub or Google account is active

Session expired

Sign in again. Sessions expire after a period of inactivity for security.

GitHub Issues

Repository not showing up

1. In New Project, check you're looking at the right account or organization (the switcher above the list), and search for the repository
2. If the organization isn't listed, choose Connect an organization in the switcher. An organization owner may need to approve the Babelize GitHub App
3. On GitHub, go to Settings → Applications → Installed GitHub Apps → Babelize → Configure and make sure the repository is included
4. Click Refresh in Babelize

You can also paste a public repository's URL without connecting GitHub.

Failed to raise PR

1. Verify you have write access to the repository
2. Check the Babelize GitHub App is installed on the repository (the project page shows Install Bot when it isn't)
3. If the project page shows Reconnect GitHub, click it

Can't get the latest code

1. Click Get the latest code on the project page
2. If it shows Reconnect GitHub, click it to restore access
3. Verify the repository and branch still exist and are accessible

Translation Issues

Babel stuck on "Running"

1. Wait a few minutes — large repos take longer
2. Try refreshing the page
3. If it's stuck for 10+ minutes, open the babel and click Cancel run (its credits are given back), then start it again
4. If it keeps happening, contact support

Some texts weren't translated

Open the babel's results and check the Issues tab: each text that wasn't translated is listed with the reason. They're retried on the next babel. If you're out of credits, the babel translates what the credits cover and leaves the rest for the next one.

Translation quality issues

1. Use clear, well-structured source text
2. Check the source language in the project is correct
3. Fix wording in place in Results; your edit sticks on later babels
4. Add terms to the glossary so they're always translated the same way
5. For the best handling of context and plurals, use your own LLM key (BYOK)

Placeholders being translated

Babelize auto-protects {name}, {{var}}, ${var}, and similar patterns. If a placeholder was translated:

1. Check it uses a standard format
2. Contact support with the specific file and string

Dashboard

Page not loading

1. Clear browser cache
2. Disable browser extensions
3. Try incognito mode
4. Check your internet connection

Data not updating

1. Refresh the page (Ctrl/⌘ + R)
2. Clear browser cache
3. Sign out and back in

Billing

Payment failed

1. Go to Plan & usage → Billing and click Payment method & invoices to update your card
2. Check your card hasn't expired
3. Contact your bank if the card is being declined

Credits showing incorrectly

1. Wait a few minutes after a transaction
2. Refresh the page
3. Contact support@babelize.co with payment details

Still Stuck?

1. Search our documentation
2. Contact support →
3. Report a bug →