Support Policy
Get expert support directly from WPML’s developers.
We will be able to answer about anything related to WPML, point you in the right directions and help you use WPML better (much better).
Typical support:
- How to do stuff with WPML
- How I should make my theme multilingual
- Choosing the best alternative for translating site elements
- Webmaster help on translation workflow
Please note that we can’t do your work for you and we can’t work magic. Here are some of the things that we can’t do and don’t promise as part of our standard support.
All technical support is provided via our forum, where WPML’s developers answer every question.
What’s NOT INCLUDED with WPML’s Support
Fix Compatibility Issues With Your Server
Folks run WordPress on many different server types. We try very hard to make sure that WPML is compatible with any environment. However, some compatibility problems remain.
We can help you trace issues and find solutions. However, we can’t always fix everything, at least not immediately.
Fix Compatibility With Other Plugins and Themes
We do our best to make WPML compatible with everything else in the WordPress world. However, much of it is not in our hands.
If you’re having a problem that involves a different plugin or theme, we can’t make it work.
We’re going to do our best to help. If you show us code fragments, we can tell you what needs changing, but we can’t maintain other plugins.
Fix Your Custom Themes
We’ll answer any question and help you get it right, but we can’t take your entire theme and debug it.
Add Features to WPML
Many great features in WPML came from user suggestions. If you have an idea for a cool new feature, we’ll take it seriously and discuss it with you. However, we can’t promise anything.
Fix Bugs in WPML
This one may sound strange, but it’s true. If you find a bug in WPML, we take it very seriously. We’ll add it to the bug-fix queue and work on it. However, we can’t fix everything right that minute. So, if you hit a bug that’s keeping you from doing something, we can’t promise that we’ll fix it right away.
We’ll work with you to find a sensible temporary solution and will let you know as soon as it’s fixed, but we can’t guarantee any schedule.
Subscribe via RSS
Follow
Hi
I just followed your upgrade instructions and thought you should be aware, step 7 doesn’t work.
7. Go to WordPress and activate the new version of WPML. You can activate all WPML plugins together by clicking on the checkboxes next to them and selecting to activate together.
I’ve uploaded all the files to my server but there’s no way to ‘select the tick boxes to activate them’…
Thanks
Hi,
Where can I purchase a support ticket/voucher? I have 1 small issue that I don’t know how to fix. Maybe I’m missing something, but I can’t find a way of purchasing a support ticket on this website. thanks
I have purchased the plugin and would like to know where we go to get expert support directly from WPML’s developers?
Please post your questions in our forum.
Hello
Can i pay for WPML CMS with moneybookers ??
Thank You!
We use PayPal and Google Checkout. These cover most credit cards. You can also pay with PayPal using a bank transfer.
I’ve purchased WPML and so far it seems to do what it says
Thanks for the forum link, But why is it so hard to find the support?
Maybe I’m missing something obvious but why isn’t there a big happy >>>SUPPORT<<<< button or >>>FORUM<<< link on your website home page ?
I mean people come to your website 1) to find out about WPML, 2) to buy it , 3)or to get help with using it. Your front page has the first two covered but nothing for #3
Just saying
Hi Amir
> Do you need help logging in to your accounts? Your downloads are there.
Thank you very much for your answer. Where should an account be made? Please tell me URL.
Hi,
Actually, I’m using a free version of your software. With this version (2.0.4.1) I have a problem with menu links of the theme. When I activate the plugin, this links doesn’t work and they are not translated.
Now, I’m thinking whether to buy your software but I want to know if with the payment version, the plugin will works correctly. I saw in your page that you don’t give support to bugs related with all themes (in my case, I’m using Estate theme by WooThemes).
I hope that you can answer for clarify my doubts. And I also hope that your plugin works correctly with my theme.
Thank you in advanced.
Best regards,
Grupitec
We maintain a ‘zero bugs’ policy. Before any release, we close all known (reported) bugs.
We’re not aware of any bug right now – not in the menu system and not anywhere else. From WPML 2.0.4.1 to the current version, we fixed hundreds of bugs and made dozens of optimizations. If you upgrade and find anything, we’ll do our best to fix it as fast as possible.
Hi! Just purchase your wpml cms plugin, but sisn’t receive the account email… can u help me, please?
It’s probably in your SPAM folder. I’ll resend it to your email anyway.
Dear Amir and members,
I recently purchased WPML (CMS version) since I wanted the easiest and best way to turn a website into multilanguage.
I am using WordPress 3.1 with Display theme (by THEMEFOREST) and have successfully managed to translate pages and posts. However, since this theme does not use wp menu manager but the theme’s menu manager I can’t find the way to translate the Menu of the website… The Submenu in the sidebar is also linked to the MENU and therefore won’t be able to translate it. I believe that if I can translate the custom menu (theme’s menu manager), the submenu should appear translated without a problem. I have purchased the theme and the WPML plugin. Kriesi (from THEMEFOREST) can’t seem to find the solution just yet so I am know handing you ver my questions. I really need your help and I am sure you can indeed help me. A lot of people are in a similar case and I am sure that if we find the right solution it will benefit everyone.
Thank you very much in advance.
Best Regards,
Hello!
Could you tell me if this plugin works with the Thesis theme?
There are several sites that use Thesis and WPML. You may not be able to use some of the native Thesis features and use the standard WordPress things (menus and SEO), but it works fine otherwise.
is it possible to make an exception,do not translate a page???
For exemple, i want to keep the same page to my photos page’s.
thank u.
I am using the “Booking calendar plugin”. I need to translate my website in another language. On the “Booking calendar” website’s I saw this :
How to make dynamic changing translation of plugin at front-end side of site?
For dynamic changing translation of plugin at front-end side of site is required dynamic chnaging of locale of site. This functionality is available at some translations plugins. For example, at “WPML Multilingual CMS” plugin ( wpml.org ). Booking Calendar version 2.8 and newer are support “WPML Multilingual CMS” plugin
It’s the reason I bought your plugin.
But now I don’t find how to use the translations files of the booking calendar with your plugin.
Could you help me please ?
Thanks
Did you post about it in our forum? I’d love to work together with the bookings plugin author. See if you can get him involved too.
Hi Amir,
yesterday i bought the plugin through Paypal. After that the WPML Site was down for many hours. Today i got my account login details but i can’t download the plugin btw. it doesn’t show me anything in my account, just the link that i could purchase it. But i did it allready.
I tried to contact your company by phone, but it didn’t work. Nobody takes the phone call. I wrote emails, nothing is heppening till now.
Please help me to get the software.
Thx
I’m sorry about that. Our hosting company had a rare power failure yesterday which caused a lot of mess for us (and many others). I wrote you an email with your login details, which might have been lost due to this power cut.
hi,
my website has Categories,how to translate the Categories into other languages? my website is http://www.sinepo.com
Click on Posts->Categories and add translation there.
Hi WPML,
I am going to buy the plugin. I have some questions…
Does the plugin support Uzbek language?
Will the plugin still work after the website update it’s content?
Thank you!
Hi Akbar,
Yes WPML does suport the Uzbek language by default but you can also add any languages you would need to the set that WPML comes with.
Yes – on the second question too. You will have to update the translations after you had updated the content.
I purchased this in March and just logged in to get my subscription key for another site I want to use this one and I only get the link to purchase.
Nevermind…I’ve figured it out.
Hi, WMPL says it works with Themeforest’s U-Design. I am using U-design now but I’m not sure how to use WPML to put a translation for the frontpage (which is not blog style)
Hello,
I am developing a WPML based web site for a non-prifit. I have a free old version of WPML for development on my laptop. This version is running old: is there a chance I could use the production license key for the development?
Thanks,
Gadi
You should apply here:
http://wpml.org/purchase/non-profits/
Hi WPML, i got the WPML Blog version, and i want to get something straight about this whole translation thing. Do i have to Translate all my contents myself (Manually), so whats exactly is the WPML Blog doing for me…Pls i need to understand! Thank you
WPML doesn’t translate for you. It’s a tool that lets you translate. Have a look here for different translation options:
http://wpml.org/documentation/translating-your-contents/
The Blog version includes the first option only (translating manually). The CMS version includes the other translation options.
Hi,
bought your plugin hours ago. (paypal)
When will I receive login information or will be able to download it?
THX,
Nick
If you paid with a credit card or PayPal balance, you should have received the new-account email immediately. e-check payments normally clear after 4 days.
If you’re missing your new-account email, please use our contact form and we’ll look it up for you.
http://wpml.org/home/contact-us/
I have downloaded the file to my lap top. Now how do I upload it in WordPress? I first went to the plugin section and did a search and found several WPML add-ons but not the core file. Please help as I don;t know whih file to upload or how.
Thank you.
Please have a look at this FAQ:
http://wpml.org/faq/how-to-upgrade-to-the-commercial-version/
Hello
I bought by you a Download Multilingual cms last Friday 14. October 2011.
I paid with paypal
Until now I have not received any notice about the download and I need it urgently.
Can you place check it.
greetings
Itzel vicarte
Please use our contact form to send us your complete information. We’ll need your full name to locate your purchase. If you did not receive any confirmation email, not from us and not from PayPal, it means that the purchase did not complete.
In any case, if you purchase again and you later discover that it’s a duplicate order, we’ll immediately refund the other purchase.
I just purchased this program and already am having issues with it. I can do stuff in WP but only basic stuff – REALLY basic stuff. My programmer needs some help with making all the standard WP infrastructure names in French. He’s shown me how to manually translate posts & such but I would assume that the infrastructure (login/logout, dashboard menus etc ) can all be done instantly using your tool. On your site it says there’s an automatic translation tool but there is nothing with any helpful detail on your site explaining how to use it.
If you can point me in the right direction as my programmer is asking WHERE it is.
I know I’m going to need a lot more help to get this up & running and it would be helpful if you had someone that I could hire for an hour who knows what they’re doing as I’m sure what I want is VERY simple for you – altho it’s nerve-wracking for me.
thanks
Can you please post about this in our forum? Explain what you’re trying to achieve and what problems you’re having. I’m sure that our support folks will be able to help you out.
We’re very interested in this but, as with any plugin, I’m just checking how far into the future WPML’s developers indeed to support this? Is is likely to be superseded into the future by an equivalent plugin? At the research stage at the moment.
Thanks
Michael
WPML isn’t going anywhere and we’re not going to replace it with something else. We have a pretty large user base and a group of developers and support people working on WPML.
Thanks you’ve been very helpful.
Hi, we installed WPML plugin onto the website “LuwakStar.com”.
We have a problem with the conflict between the main navigation menu and the language selector.
For example, if I hover over the language selector, and try to go to Korean, it is hard because it is in the same area as the main navigation menu, so the language selector disappears and the main navigation menu takes over and gets highlighted.
Please post this in our technical forum, including information that will help us reproduce the problem. If it’s related to a theme, we’ll need to work with the theme author to resolve this.
Please help me.After selecting a language, I can not press the Next button. And, does not appear Language switcher. And does not appear Language switcher option. I can not continue the settings. What do I do?
Sounds like a Javascript error. Please use our forum for help.
Hi
I’m from Ukraine. I would like to buy WPML plugin, but I can’t do this through Google Checkout because of my location – I see the message : ‘OnTheGoSystems, INC doesn’t send the order to this adress through Google Checkout’
This is strange. We get purchases from the Ukraine pretty often (including today). Google Checkout knows that we’re no shipping anything physical. Does PayPal also give you trouble?