i have opened two tickets but seems no repsonse

This thread is resolved. Here is a description of the problem and solution.

Problem:
The client is working on a site under development and is trying to use WPML for menu and content translation. They have opened two support tickets but have not received a response. They are experiencing issues with untranslated elements in different language versions of the admin portal, specifically with footers showing warnings about missing translations.
Solution:
We recommend using the language switcher at the top of the admin bar to switch languages and ensure consistency across translations. It is important to select one footer that you are using and translate it from the language in which it was originally created. For example, if the footer was first created in English, it's best to translate it from English into the other languages. This approach helps avoid duplication of translation costs and ensures synchronization across different language portals.

If this solution does not resolve your issue or seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If further assistance is needed, please open a new support ticket at WPML support forum.

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Tagged: Exception

This topic contains 5 replies, has 0 voices.

Last updated by Andrey 1 week, 2 days ago.

Assisted by: Andrey.

Author	Posts
October 1, 2025 at 1:26 pm #17449012
yahachih	Background of the issue: I am working on a site under development and trying to use WPML for menu and content translation. Symptoms: I have opened two tickets but have not received a response. Questions: Why have I not received a response to my support tickets? How can I translate the menu using WPML? How can I translate the content using WPML?
October 1, 2025 at 3:10 pm #17449295
Andrey WPML Supporter since 06/2013 Languages: English (English ) Russian (Русский ) Timezone: Europe/Kyiv (GMT+03:00)	Thank you for contacting WPML support. Unfortunately, I couldn't locate your previous open tickets. Could you please provide more details so I can better understand your issue? Sometimes, including screenshots that illustrate your point can help clarify what words may not fully convey. If you'd like, you can use the "upload an image" feature below the comment box.
October 1, 2025 at 4:11 pm #17449561
yahachih	Hello Andrey, Thanks for your reply. 1. Once I translated the content with new language (e.g Japanese). The link for Japanese menu is still linking to my old language (English). I need to update the menu URL one by one manually. Is it normal? The footer also has similar issue. 2. Second one of my page (simplified Chinese) stuck in translating state over 2 hours which translating from English. you can access MY site directly: hidden link The contact us page for simplified Chinese is not working. 3. Finally, when i translated from english to japanese it has a tick in english translation page see 1.png but when i japanese translation page see 2.png, the result is different. i assumed that when i translated from english to japanese, the japanese page should be created. the tick should be synchronized. But it seems the result is different. Please advise. Thanks Simon New threads created by Andrey and linked to this one are listed below: https://wpml.org/forums/topic/split-second-one-of-my-page-simplified-chinese-stuck/
October 2, 2025 at 11:40 am #17451867
Andrey WPML Supporter since 06/2013 Languages: English (English ) Russian (Русский ) Timezone: Europe/Kyiv (GMT+03:00)	Hello Simon, Thank you for your explanation. 1. Once I translated the content with new language (e.g Japanese). The link for Japanese menu is still linking to my old language (English). I need to update the menu URL one by one manually. Is it normal? The footer also has similar issue. It depends on how you added the links to the menu. If those links are custom links, you can follow this method: https://wpml.org/documentation/getting-started-guide/translating-menus/#translating-menus-with-custom-links 2. Second one of my page (simplified Chinese) stuck in translating state over 2 hours which translating from English. you can access MY site directly: hidden link The contact us page for simplified Chinese is not working. I have created a separate ticket for this issue. I will assist you here regarding this: https://wpml.org/forums/topic/split-second-one-of-my-page-simplified-chinese-stuck/ 3. Finally, when i translated from english to japanese it has a tick in english translation page see 1.png but when i japanese translation page see 2.png, the result is different. i assumed that when i translated from english to japanese, the japanese page should be created. the tick should be synchronized. But it seems the result is different. Please advise. Could you please provide more details so I can better understand the issue you’re experiencing? How does this also affect the site?
October 5, 2025 at 3:59 am #17456592
yahachih	For question 3, In Japanese version admin portal, as you see, for example footer didn’t have any translated page which showing warning. But in English version admin portal, there are only Japanese and Chinese showing warning Moreover, There are site template part only which remind me to translate only in Japanese language portal. But in English language portal, it reminds me site template part, site template, post, site pattern also needs to translate. I guess it should be synchronize between the language. I afraid that it will be duplicated cost for translation there. Please advise.
October 6, 2025 at 3:30 pm #17461326
Andrey WPML Supporter since 06/2013 Languages: English (English ) Russian (Русский ) Timezone: Europe/Kyiv (GMT+03:00)	In Japanese version admin portal, as you see, for example footer didn’t have any translated page which showing warning. As I understand correctly, you are using the language switcher at the top of the admin bar to switch languages. Correct me if I am wrong. But in English version admin portal, there are only Japanese and Chinese showing warning Moreover, There are site template part only which remind me to translate only in Japanese language portal. But in English language portal, it reminds me site template part, site template, post, site pattern also needs to translate. I guess it should be synchronize between the language. I afraid that it will be duplicated cost for translation there. I suspect that you are referring to two different footers in the screenshots. I have attached the screenshots for your review. You need to select one footer that you’re using and translate it from the language in which it was originally created. For example, if the footer was first created in English, it’s best to translate it from English into the other languages.