Problem: The client reported significant overcharging in credits for automatic translations in WPML. Multiple translation jobs were created for the same content, leading to repeated charges. The client provided specific job IDs and examples where the credits charged were substantially higher than the actual word count.
Solution: We investigated the reported jobs and confirmed the creation of duplicate jobs with identical credit amounts. We identified that these duplicates were likely due to minor changes like title updates, which should not have resulted in additional full charges. We are currently conducting an internal investigation to identify the root cause and to calculate the total overcharged credits for a potential refund. We have temporarily added 3348 credits back to the client's account as an immediate measure. Further, we have escalated the issue to our developers for a permanent fix.
If you're experiencing similar issues with credit overcharges in WPML, we recommend checking your translation jobs for duplicates and reviewing your usage credits under: WPML → Translation Dashboard → Tools → Usage. If the problem persists, or if this solution does not apply to your case, please open a new support ticket. We also 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.
For further assistance, please contact us through the WPML support forum.
Problem: If you're experiencing issues with image alignment in a multilingual site using WPML and Elementor, where images within Hebrew (RTL) text are not aligning as expected compared to their English (LTR) counterparts. Solution: We recommend checking how your theme or page builder, such as Elementor, handles RTL layouts. WPML sets the language direction, but the actual layout response, including image alignment, is controlled by Elementor and your theme. You might need to adjust the Elementor widgets and templates manually or apply CSS that uses logical properties for alignment, rather than fixed directional values. For further assistance, consider reaching out to Elementor Support.
Please note that this solution might be outdated or not applicable to your specific case.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. If the issue persists, please open a new support ticket with us for personalized assistance.
Problem: The client reported issues with the WPML Advanced Translation Editor (ATE) when translating media. Specifically, the Alt Text field was duplicated, leading to unnecessary charges. The titles were identical to the alt texts. The client was concerned about being charged twice for the same sentence used in both the Alt Text and the title fields. Solution: We explained that the WPML ATE uses a translation memory that auto-completes identical segments across the website, which should prevent extra charges. However, this memory only starts saving segments after a translation job is completed. We acknowledged that, according to our reports, segments have been charged twice and compensation for the overcharge. We further invited the client to try replicating the issue on our sandbox site and offered further assistance if needed, but the issue was not replicable.
Please note that this solution might be outdated or not applicable 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. If the issue persists, please open a new support ticket at WPML support forum.
Problem: The client experienced an issue with media translation where the translated text skipped to the next picture, affecting multiple images sourced from a dummy page. Solution: We explained the difference between 'connected media' and 'copied media'. 'Connected media' allows changes in Media Translation to affect all languages, whereas 'copied media' does not. To address the issue: 1. Disable the 'Automatically detect best options for translating image texts' in WPML > Settings > Media Translation if you prefer not to use this behavior. 2. For images already marked as 'Copied Media', translate the Alt Text through the Advanced Translation Editor while translating the page. 3. Test by adding new images to a new page to see if they are no longer marked as 'copied media'.
If this solution does not resolve your issue or seems outdated, we 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 the problem persists, please open a new support ticket.
Problem: The client is unable to replace a logo image with its English version when the site is translated using Elementor and Woodmart child template. Solution: We recommended checking the translated image ID in the WPML String Translation page. Here are the steps we followed: 1. Navigate to the WPML String Translation page. 2. Search for the original image ID. 3. Replace it with the English version image ID. 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. If further assistance is needed, please open a new support ticket at WPML support forum.
Problem: The client is using the Robo Gallery plugin and has issues with media titles not translating to the selected language, despite running a full site translation and translating individual media items. Solution: 1. Go to WPML->Settings->Media Translations. 2. Disable 'Automatically detect best options for translating image texts (alt, caption, title)'. 3. Click on 'Setup Manually'. 4. Enable 'Translate Media Library texts (alt, caption, title) when translating content'. 5. Create a dummy post, add a gallery including all images from a gallery that's not translated. 6. Publish the post and auto-translate this post; the media files should translate as well. 7. Check on the front-end if the gallery shows the translations. If this solution does not resolve your issue or seems outdated, we 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 the problem persists, please open a new support ticket.
