If your ticket is marked as “On Hold”, you will be notified right away via email, with the “On Hold” reason, so that you can make any necessary changes in order for us to continue with your transcription process. The reasons why your ticket might be “On Hold” vary from corrupt files, duplicates and more.
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Why is my Ticket marked as “On hold”?

Once you upload your transcript request, we make sure everything is in order to begin with the transcription process. If this is the case, we will continue with the transcription of your ticket just as normal.

However, if your ticket is marked as “On Hold”, you will be notified immediately via email, with the “On Hold” reason, so that you can make any necessary changes.

Under your ticket list view, go to “View Details” to see the “On Hold” reason for your selected ticket.

The reasons why your ticket might be “On Hold” are the following:

1. Pending Client Review

“Pending Client Review” can be used for those clients who use Drop Zone Upload to upload their files. Once Landmark reviews them, a ticket will be uploaded directly to your account and not be transcribed until you give us full authorization.

If this is your case, please check your mailbox to complete the authorization process.

2. Corrupt File

There are several reasons why a file may become corrupted.

In some cases, it is possible to recover and fix the corrupted file, while at other times, it may be necessary to delete the file and replace it with an earlier saved version.

3. Duplicate Files

There is another ticket with the exact same information as this ticket and might be already transcribed.

You may edit the information or request the ticket removal by clicking the Trash icon on the details sidebar.

4. Inaudible Audio
The audio of your ticket is partially or completely inaudible, meaning we are unable to transcribe it. Please check your mailbox for details.
5. Audio Format incompatible

Your Audio file is in a format not supported by our system. To move forward with this order, we will need a reformatted file (e.g. MP3, WAV, WMA, etc.). Please check your mailbox for details.

6. Questions on instructions

Our staff has some questions regarding specific instructions for this ticket. Please check your mailbox for details.

7. Internal
This Ticket is On Hold due to Internal circumstances, please check your mailbox for details.
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