1. I have submitted my work to my teacher but I have not yet received a confirmation.

The normal delivery time for confirmation e-mails is approximately 15-20 minutes as the e-mail message and the document will undergo a series of checks before it is approved. In certain circumstances this might take longer; the letter might not reach the sender or not be sent at all. If you have not received a confirmation letter within 20 minutes do the following:
– First, check that the e-mail was sent to the correct analysis address and that it had an attachment
– Contact URKUND helpdesk
Note that if you use Microsoft Hotmail or Google Gmail, these clients may turn attached documents into download link instead and thus no actual file is sent to us. Both of these clients are still able to send files as usual, but you may want to check that they do not have automatic settings for this.



2. Why does URKUND say that my paper/essay is plagiarized?

In the different URKUND interfaces, percentages and colours are displayed to the reviewer, but none of these mean, under any circumstances, that we say that a document contains plagiarised text. What URKUND does is to show similarities between the submitted text and the sources that we index and these similarities, that may have come from quotations used perfectly correctly, are to be judged by the reviewing teacher or examiner – who then proceeds according to the rules and regulations that apply to your own organisation.



3. What file formats are supported by URKUND?

URKUND supports the following file formats .doc, .docx, .xls, .xlsx, .sxw, .ppt, .pptx, .pdf, .txt, .rtf, .html, .htm, .wps, .odt and .pages (4).



4. Why isn’t the iWork format .pages in the list of approved file formats?

Unfortunately there is not yet any method of converting the Apple .pages format available but as soon as it is technically possible, we will introduce it.



5. Can I use a text I’ve written before, for example if I change my school or when I write another essay later?

All sources in a text, whether you are the author or not, should be listed as sources in your paper. Contact your teacher or tutor for information about how this works.



6. Do I have to install anything on my computer to use URKUND?

You have to be able to send e-mail.



7. I got an e-mail stating that my document has been “excluded as a future source”. What is that?

When you submit a document to an URKUND address, you automatically receive a confirmation e-mail in return. This e-mail contains a link that you may click to exclude your document from being a future source in URKUND for educational organisations other than your own. If you click this link you get another letter confirming your choice.



8. If I clicked the link in the confirmation letter and excluded my document by mistake, is there any way to rectify this?

Yes, click the link in the confirmation e-mail again. This will restore the previous status of your document.



9. My teacher/Professor has informed me that he/she hasn’t received any document from me even though I have received a confirmation e-mail from URKUND.

Possible explanations:

1. You might have sent your document to a different teacher/Professor’s analysis address. Check the address you entered in your e-mail.

2. Your teacher might have lost your document. Your teacher will however always be able to access your document through his/her personal web based inbox for URKUND mail available at www.urkund.com

3. An error might have occurred on the way between URKUND and your teacher/Professor. Show your confirmation e-mail to him/her and ask them to contact URKUND support and we will assist further.



10.  Is it possible to use several different e-mail addresses when submitting new updated versions of a document?

Yes, but the Analysis will indicate hits in your previous versions. Avoid this if possible.



11. I have sent the wrong version of my document to my teacher/Professor. Is there any way for URKUND of stopping it so I can submit the correct version?

Unfortunately no. URKUND is completely automated and a document that has entered the system can not be stopped before it has been delivered. We suggest you talk to your teacher/Professor and explained what has happened.