FAQ: Common Issue with Transcy

Running into some bumps while using Transcy? Don't worry - these are common questions we hear from store owners every day. Here are quick, practical solutions to get your translations back on track and your global store running smoothly.

I. Translation & Content Issues

• Why didn't my translations update after changing my theme template?

→ When you switch themes, your translations might show as "Outdated" status. Simply look for this status in your translation dashboard and click retranslate to refresh all your content with the new template.

• I can't find some content in Manage Translation - where is it?

→ Some content doesn't support direct editing through the app interface. First, try using the "search bar" feature to locate your content (this feature is available on Growth plan and above). If you can't locate specific text in Manage Translation, it might be content that only works with "3rd-party translation". No alternatives if failed

• What's "Transcy integration" and why is it locked?

→ "Transcy integration" only becomes available when you're using third-party apps that work directly with Transcy. This feature lets you manually edit translations from integrated apps. If it's locked, it means you're not currently using any compatible third-party apps. The only solution for this situation is turn on "3rd-party translation"

• My third-party app content won't translate properly/correctly - what can I do?

→ For content from other apps, use the "3rd-party translation" option. This is the only way to handle external app content. If this method doesn't work, the app might not be compatible with translation tools.

• Can I use other translation apps alongside Transcy?

→ We don't recommend using multiple translation apps together as they can conflict with each other and cause display issues. Stick with one translation solution for the best results.

• Some translations show "Powered by Shopify" text - how do I change this?

→ Use the "search bar" to find this text in your translation dashboard. After that, delete the text in the "target language field" and click "Save" to ensure it's not displayed on your store. If the search doesn't locate it, please get in touch with our support team for direct assistance.

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• Do I have to pay again for translating the same words I already paid for before?

→ Yes, our system will translate everything it finds, even if you've translated those exact words before. To save money, we suggest you manually copy and paste your old translations for repeated words, and translate your content bit by bit instead of translating everything at once. This way, you won't accidentally retranslate old content and get charged extra fees.

• Can I enable "3rd-party app" to translate all the content and then disable that feature? And manually edit the translation

→ No, if you turn off "3rd-party app", your store will not automatically translate anymore. **You will need to **manually edit the translation.

• How can i publish translation on Shopify and don't use Transcy switcher?

→ Only the language that is set as "editable language" in Transcy will be visible on your Shopify system.

• How can I translate reviews from other apps using Transcy?

→ Transcy only supports auto translation of reviews from other apps **via "3rd-party translation", and **can't edit it manually inside Transcy. If you encounter any issues with review translations, you should reach out to your review app provider for assistance.

• How do I access resource translation when the 'sync' icon keeps spinning?

→ If the "sync" icon is spinning and you can't access resource translation, use the "search bar" to find the content you need.

• Why everytime I access to Transcy, my resources always spinning and I can't edit anything

→ You see "sync" always spinning everytime you acces into Transcy, that's is how our synchronizing system working to make sure all your content sync 100% into Transcy. Just be patient wait until it's finished.

• How do I know which products I can translate in Transcy?

→ You can translate any product visible in Transcy, regardless of whether it's Published, Archived, or in Draft status. All product statuses are accessible for translation.

• How do I translate Footer and Header content in Transcy?

→ Footer and Header content can be found and translated under the "Navigation" resources section.

II. Language & URL Settings

• My store keeps redirecting visitors to different languages automatically - how do I stop this?

→ This auto-redirect is actually a built-in Shopify feature, not something Transcy controls. To turn it off, go to your settings and disable the "auto switch language" option. This will let visitors choose their preferred language manually.

• Does Transcy change my store's URLs when translating?

→ No, Transcy doesn't modify your URLs during translation. URL handling is managed by Shopify's native features. Your original URL structure stays the same regardless of the language displayed.

• Can I create separate versions for different English markets (US/UK)?

→ Unfortunately, this isn't supported due to Shopify's policy. Shopify treats all English content as one language, so you can't have separate US and UK English versions.

• If I delete a language from Shopify, will the data translated be saved?

→ When you delete a language from your Shopify store, all translations for that language are permanently deleted. If you add the language again in the future, you will need to re-add the translations because they are not retained after deletion. So yes, deleting a language resets the translated data for that language.

III. Others

• How can I track my refund status?

→ Since refunds are not handled by Transcy directly, you'll need to reach out to Shopify Support to get information about your refund status and where it will be processed.

Still need help? Our support team is ready to assist you through LiveChat in your app or email us at support@transcy.io

Updated on: 27/10/2025