Hi Geoffrey,

Please open up a case with SDL Support in gateway where someone can assist you.  Someone would have to look at your account and possibly set up a call to work with you.

Thanks,

Christy

Many thanks Christy, I appreciate your help!

Hi Christy, a message tells me I can't log into Gateway without a valid support contract. I don't have a support contract but I do have a long-standing paid-for subscription to SDL Machine Translation Cloud, which I now have no access to. How do I get help on this? I'm currently paying for a product that doesn't work at all.

Hello, I`m having the same problem, did you manage to solve? Thanks!

Hi Geoffrey,

I was able to see that your subscription for MT Cloud expired on March 4th, 2021, that's why you are unable to access.  Possibly you will be looking at getting your subscription to MT Cloud renewed?

Thanks,

Christy

Hi Alberto,

Yours is similar, your subscription to MT Cloud expired on Feb 26th.

Thanks,

Christy

Hi Christy, thanks for getting back to me again, much appreciated. My credit card statement (see screenshot) shows that a direct debit payment was taken on 5th March as usual, so I don't think this can be the problem. 

[SDL SUPPORT removed credit card statement screenshot due to security concerns as this is a public forum]

  Can you help at all? Thanks again!

Geoff

Morning Christy, if your records show that my subscription expired on 4th March 2021 and my bank statement (see below) clearly shows that SDL debited my subscription fee on 4th March as usual, this is not a technical issue, it is an ADMINISTRATIVE issue. Can you help me resolve it? If not, can you tell me who to contact to resolve it? I tried phoning the SDL office number yesterday, but got nothing but on-hold music. What is the correct channel to solve this problem?

[SDL SUPPORT removed credit card statement screenshot due to security concerns as this is a public forum]

Many thanks!

Morning Christy, if your records show that my subscription expired on 4th March 2021 and my bank statement (see below) clearly shows that SDL debited my subscription fee on 4th March as usual, this is not a technical issue, it is an ADMINISTRATIVE issue. Can you help me resolve it? If not, can you tell me who to contact to resolve it? I tried phoning the SDL office number yesterday, but got nothing but on-hold music. What is the correct channel to solve this problem?

[SDL SUPPORT removed credit card statement screenshot due to security concerns as this is a public forum]

Many thanks!

Hi Geoffrey,

What email address do you have this associated to?  I was seeing a gmail account, but then saw another one.  I'll send this to our renewals team to get this straightened out.

Thanks,

Chrsity

Hi Geoffrey - can you use this form to log a case https://gateway.sdl.com/WebToCaseLCMT - this is for our customers who do not have a support contract but do have subscription issues. Once the case has been logged the support team will be able to fix the issue.

Also, please be aware that this is a public forum, I know your statement is not showing bank details or anything, but just to be mindful of personal data on a public forum.

All the best

Denise

Hi Geoffrey,

This has been worked out, you should be good to go.  In the future here's a link to log tickets for your Language Cloud MT account from their LC Trados Live/ MT account, see this article: https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0033060

Please let me know if things work on your side.

Thanks,

Christy

Thank you very much Christy, I really appreciate your help. It is now working again. I don't know if there's any way you can flag this to the relevant parties, but in future if the programme thinks a user's subscription has expired, it would be really helpful if it displayed the message "Your subscription has expired" instead of "SDL MT Cloud provider does not support any language pair in this project". That way users would be able to address the subscription issue immediately, instead of spending the day researching and implementing "fixes" for the wrong problem. Thanks again and best wishes!

Thank you Denise! As you have probably seen, Christy has sorted it. And thanks for the tip about the personal data: don't know if it's possible, but I will now try to delete the screenshots. All the best!