FAQ
Frequently asked questions about Real Translation Buddy.
Can I translate multiple files at the same time?
Yes. Tasks are processed in parallel — submit one and immediately upload the next without waiting.
What if the translated layout is incorrect?
Our format restoration rate is ≥90%. If you encounter layout issues, please click the "Real Translation Buddy AI Assistant" icon in the top-right corner of the page.
How is team management organized?
Real Translation Buddy supports a three-tier structure of Organization → Workspace → Member. Admins can flexibly allocate Credits quotas and view per-member usage reports.
Is data secure?
All document transmission uses TLS encryption, and storage uses AES-256 encryption.
Are refunds supported?
Refunds are not supported for seat subscriptions or shared add-on packages. For special cases, please reach out to the AI agent for assistance.
What should I do if the upload shows a format error?
Make sure the file extension is .pptx, .docx, .xlsx, .pdf, .txt, or .md. If you have a legacy format file (.ppt, .doc, .xls), use Microsoft Office to save it in the new format first. For images, make sure the file extension is .jpg, .jpeg, .png, or .webp.
What should I do if the analysis fails after upload?
File analysis failures are usually caused by corrupted document content or incompatible elements. Try opening the file in Microsoft Office, saving it again, and then re-uploading.
Getting 'insufficient Credits' when submitting?
The combined pool of free Credits, seat Credits, and add-on package Credits is insufficient for this task. Contact your BTE to apply for additional Credits or purchase an add-on package. Note: reclaiming seats does not increase available Credits.
Member cannot submit translations / seats purchased but member still cannot use the product?
Members must be assigned a seat before they can use translation features. Go to "Manage Members" to assign a seat. See Getting started.
Cannot find the member in Manage Members?
The member has not signed in yet, so the member account has not been created. Have them complete their first sign-in first.
Some members work but others get 'insufficient Credits'?
Free Credits are shared across the organization and deducted in usage order. They may have been consumed by other members. Contact your BTE to apply for additional free Credits.
Member cannot see the 'Subscription Overview' menu?
"Subscription Overview" is only visible to the Owner. Purchases must be made by the owner account.
The organization admin is not the expected person?
A RAM user signed in before the owner and initialized the organization. The owner can adjust roles in "Manage Members". During the trial, we recommend the owner signs in first to avoid permission conflicts.
SSO error AADSTS50105 (user not assigned to application role)?
The member was not assigned to the enterprise application in Entra. Go to "Users and groups" and add them.
SSO error AADSTS90123 (access_denied)?
Authentication was rejected: commonly caused by the member cancelling MFA registration, or using a personal Microsoft account / account from a different tenant instead of the tenant's work account. Check Entra "Sign-in logs" by Correlation Id for the specific rejection reason.
SSO error AADSTS700016 or AADSTS50011?
Entra's "Identifier (Entity ID)" or "Reply URL" does not match the Real Translation Buddy side. Compare the two values in the SSO configuration character by character (watch for case sensitivity and leading/trailing spaces).
SSO settings page shows certificate error or save failure?
Confirm you downloaded the Base64 certificate, copied the full text with a text editor (including BEGIN/END lines), and there are no extra blank lines.
The 'SP Certificate' on the SSO settings page differs from what I entered?
This is expected. The SP certificate is Real Translation Buddy's auto-generated certificate, separate from the IDP certificate you entered.
Want to change SSO configuration but the page won't allow it?
The configuration is locked after any member has signed in. Contact Real Translation Buddy support for assistance.