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FAQ Summary – Questions and Answers
- General
- My MYL Account
- Brand GUARDIAN
- Online English Editing
- Translation
General
Q: I'm not sure how to use the MYL service. Can I request a demonstration?
A: Yes, we will conduct a demonstration in your office by appointment. Alternatively, you can view our online demonstration by visiting our website at www.mylGlobal.com/en/demo.jsp. This provides an easy step-by-step guide to using our services.
Q: What payment options are available?
A: You may pay by credit card (Visa, MasterCard, AMEX), cheque, bank transfer,
or PayPal. Alternatively, you can contact our Business Development Department on (852) 2526 2397 or email us at
sales@myl.com.hk for more information.
Q: How does MYL bill me if I don't want to put a deposit in my online account?
A: Usually, Clients who subscribe to the Regular or One-Off Editing services are required to pay a deposit. If you have any difficulty making a deposit online, you are welcome to contact our sales representative on (852) 2526 2397 or email us at sales@myl.com.hk for assistance.
My MYL Account
Q: How do I use my User ID and Password?
A: Visit our homepage at www.mylGlobal.com and log in with your User ID and Password. The service is available 24 hours a day, seven days a week.
Q: Can I change my MYL Password?
A: Yes, you can change your MYL Password by submitting a request to support@myl.com.hk. Our support team will contact you within one business day.
Q: What do I do if I lose my password?
A: If you are a Brand GUARDIAN user, you can retrieve your password by submitting
a request through the Password Recovery page at
www.mylGlobal.com/rte/forgetPassword.jsp. Your password
will be sent to the email address that you registered as the return email address of your account.
If you have a regular editing/translation account, you can retrieve your password
here. Alternatively, email your
registered login email address to support@myl.com.hk. Our support team will
contact you within one business day.
Our support team will contact you within one business day.
Q: How do I change my email address?
A: You can change your email address by submitting a request to support@myl.com.hk. Our support team will contact you within one business day.
Editing
Brand GUARDIAN
Q: What is Brand GUARDIAN?
A: Brand GUARDIAN is designed for Clients who require immediate service from MYL's editing team. By paying a fixed monthly fee, Clients can submit an unlimited number of words for editing and register as many users as they need to.
Q: What do I do if I need to query something with the editor?
A: After logging in, you can send your editing queries to your designated editor by clicking on "MYL Chat". Your editor will reply to you as soon as possible.
Q: What should I do if I want to query an edited document?
A: In such a case, simply log in to your MYL account, click 'MYL Chat' and select
the appropriate job number. The Editor will know exactly which job you are referring to and will be able to answer your
questions.
Q: How do I communicate with the editor?
A: You can communicate with your editor by simply logging on to the MYL system and clicking on "MYL Chat".
Q: Will my superior have access to the documents I submit?
A: Your superior will only have access to the documents you submit if you copy him/her on the 'return email' box when you submit the document. Otherwise, you and your editor are the only ones with access to the document.
Q: When I login and find that my editor is 'offline', can I still submit a job or do I have to wait until he/she is online?
A: You may still submit your job. It will be held in the queue until it is time for the editor to log on.
Q: When is my editor 'online'?
A: The hours when your editor appears online are shown on the left hand side of the screen on the page where the timer is shown.
Q: What is the fastest way to access MYL's Brand GUARDIAN service?
A: The fastest way to access Brand GUARDIAN is by saving the MYL icon to your desktop. Simply click on the icon for instant access to the service. To download the icon click this link: http://mylGlobal.com/desktopicon.jsp and follow the instructions on the page.
Regular Online English Editing Service or One-Off Editing Service
Q: What is the Online Editing service?
A: The Online Editing
service is designed for Clients who do not regularly require documents to be edited and returned in
real time, but need work completed within a specific turnaround time. For more details, please contact our sales
representative on (852) 2526 2397 or email us at sales@myl.com.hk
Q: What should I do if I want to query the edited document?
A: : After logging in, you can send your
editing queries to your editor by clicking on 'MYL Chat'. Your editor will reply to you as soon as possible
Translation
Q: I have a language you don't seem to translate – can MYL help?
A: Please contact us at (852) 2526 2397 or by emailing service@myl.com.hk and we
will try and help out as best we can.
Q: I have a very large translation job. Can I obtain a bulk discount?
A: Please contact one of our Business Development Managers on (852) 2526 2397 or
email us at sales@myl.com.hk for information and a free quote.
Discounts generally depend on several factors, e.g. volume, turnaround time required, complexity of the documents etc.
For details of our discount scheme, please go to our Translation page,
https://www.mylglobal.com/en/translation.jsp,
and click on the link for Translation CONNECT.
Q: What should I do if I want to query the translated document?
A: After logging in, you may send any queries to the
translator by clicking on 'MYL Chat". Your translator will reply to you as soon as possible.
Q: If I request a translation in more than one language, how are the translations returned to me?
A: Each translation will be returned to you separately within a specified turnaround time.
Q: Will I get a quotation for each translation job I submit through the system?
A: No. Please refer to our rates listed on our website to calculate the approximate cost of each job.
Q: Can I cancel a job that has already been picked up by a translator?
A: No.
Q: How does MYL bill me?
A: An invoice will be sent to you at the end of every month.
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