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.
