Thanks i'll try this but something else which is strange is. Our homepage doesnt show any translations... however as you can see from attachment they have been translated but even more strange is shwne I go to homepage page it wants me to translate again.
I would like to kindly request temporary access (wp-admin and FTP) to your site in order to thoroughly examine the issue. The necessary fields can be found below the comment area. When you log in to leave your next reply, please be assured that the information you enter is private and will only be visible to you and me.
Our Debugging Procedures
I will thoroughly review various settings in the backend to determine if the issue can be resolved. While I will not make changes that affect the live site, it is still advisable to back up the site before granting us access. Should further debugging be necessary, I will create a duplicate and work in a separate, local development environment to avoid any impact on the live site.
- Prior to granting us access, please ensure that the site files and database are backed up.
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I am sorry that things are not moving faster but some issues take more time to investigate.
In the first ticket we focused on this topic:
Symptoms:
WPML is indicating that we need 150,000 credits to complete a few pages.
Questions:
Why is WPML asking for 150,000 credits to translate a few pages?
What might be causing this discrepancy in the credit requirement?
This current issue however is pretty complex. I was able to reproduce it and the translation is completely being removed after it is being saved. Also, the percentage of the translation never gets to 100%, it always remains under 90%.
There’s a chance this issue might be caused due to current server limitations or to a compatibility issue between WPML and (at least) one of the active plugins.
To further debug the problem I’d like to replicate your site locally.
I will need your written approval to be able to duplicate your site using a plugin called "Duplicator" and test your site on a testing environment so can you please let me know if this is ok with you?
After we find a solution for this, the duplicated site will be deleted.
Also, please create a full website backup before answering.
I'm still debugging on this, sorry that it takes longer than expected. There's also been a wekeend and most of us don't work on the weekends.
As soon as I have updates, I will get back to you.
Regarding this:
"What is frustrating though is we've wasted £100's on translations thinking it was a credit issue when in fact it's not 🙁"
The translations that you received and paid for - you mean those are not useful?
Regarding the renewal, your client will still have 30 days to ask for a refund if they will need it so no worries about that. You can let them know and they can also mention my name in case they will need that when they will request it.
OK, it's just i'm getting pressured and I don't really want to change plugins 🙂
WPML has been translating fine but because it wont translate the homepage and some other pages it keeps using the credits and we dont get translations so we keep spending credits but dont get anything in return.
Just so you know, I'm still digging on this issue. I will constantly send you an update just so that you know that I'm still working on it. Hopefully by the end of the day we figure it out.
I want to thank you once again for your amazing patience throughout the debugging process and for trusting me with your issue.
This issue was complex to debug, as it involved multiple parts. Even if WPML had been able to save the translations and publish them, some sections of the page would still not be translated. This is because WPML required additional XML configuration code for WP Bakery (the page builder used) to recognize all the custom blocks containing content.
Let me explain further.
Initially, we encountered a problem with WPML not saving the translations. Although the translations appeared to be saved (indicated by a pencil edit icon), refreshing the backend caused the icon to disappear.
It is likely that your site was migrated at some point and now has "ghost" records in the translation database—content that once existed but was lost during the migration process.
Ultimately, the solution was to follow the same steps recommended by my colleague in that ticket to clear any ghost entries from the database, allowing us to see the actual existing content.
What was unusual is that when you navigated to WPML > Translation Management and checked the homepage or the About page, they appeared as "already translated." However, since they likely existed only on the staging or development site prior to the migration issue, they were no longer available.
This process helped us eliminate any fake reports and start fresh, confirming that the translations WPML recognized were no longer there. Therefore, we needed to resend those pages for translation.
Everything mentioned here in this ticket was tested in the local environment you approved.
I will also include links to some screenshots showing the results from my local testing environment:
- hidden link
- hidden link
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Here is the configuration code I referred to earlier, which we also needed to add to the site so that WPML could accurately see all the content for translation: hidden link.
Would you prefer that I follow these steps to resolve the issue on the live site for you, or would you like me to provide a list of steps for you to follow on the live site?
I would need your approval to make changes on the live site and a confirmation that you have created a full backup of the website.
Today, my focus is on resolving this ticket now that we have a better understanding of the problem.
I look forward to your response and will begin addressing it as soon as I hear back from you.
