Problem: The client has 46,000 prepaid credits assigned to their site, which are visible under Sites Using Prepaid Credits in their WPML.org account. However, within WordPress (WPML → Translation Management → Automatic Translation), the system does not recognize these credits and prompts the client to purchase more. Despite attempts to deregister/re-register the site, reassign credits, and clear caches, the issue persists. Solution: We first asked the client to navigate to WPML > Support > Troubleshooting and share the Advanced Translation Editor ID to identify any issues with multiple activations that might have affected the credit assignment. After receiving the necessary information, we corrected the issue on our server. We recommend the client to check their WordPress dashboard now to confirm that the credits are now properly recognized.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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. Should the problem persist, please do not hesitate to open a new support ticket at WPML support forum for further assistance.
Problem: The client is experiencing a significant slowdown in the WordPress dashboard when using WPML, particularly when saving menus, which can take over 50 seconds to load.
Solution: First, we recommend updating to the latest version of WPML Multilingual CMS, as version 4.6.9 includes performance improvements. To update, navigate to Plugins > Add New > Commercial and click on "Search for WPML Updates". You can also download the latest versions directly from your WPML account downloads page.
If updating does not resolve the issue, we suggest running WPML > WP Menus Sync to reduce the number of duplicated queries. You can find a guide on how to do this here: Translating Menus.
Additionally, use the troubleshooting options under WPML > Support > Troubleshooting to sync post taxonomies and clear the WPML cache. More information on these options can be found here: WPML Troubleshooting Options.
After these steps, the client should see a significant reduction in duplicated queries and improved performance.
Please note that this solution might be outdated or not applicable to your specific case. If the issue persists, we highly recommend checking the related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If necessary, do not hesitate to open a new support ticket with us for further assistance: WPML support forum.
