[Resolved] Issue with WPML credits and missing translations
This thread is resolved. Here is a description of the problem and solution.
Problem: The client was charged for 600,000 credits for translating products and pages into German, despite the total word count being about 130,000. Additionally, many products were still not translated. Solution: We have resent some products to translations, and they are now completed. You can check the report on credit usage for each translation job by navigating to WPML --> Translation Management --> Tools. We also identified that the issue was related to an incorrect word count in WPML version 4.7.6. We recommend upgrading to the WPML 4.8 beta version, which ensures accurate word count calculations. As compensation, we have added 487,584 credits to your account, reducing your payable credits to 437,212.
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Thank you for contacting WPML support. While you are waiting for one of my colleagues to take this ticket and work on it, let me provide you with first debugging steps or if I can perhaps help with the issue quickly. The Word count is the number of words to be translated, but different translation engines use different credits per wordcount. You can go to WPML -> Translation Management -> Tools. Here you can set your translation service preference as well as view what content has been translated, so you can view where your 600,000 credits were used. You can also use the word count tool at Translation Management to determine how many more wordcounts will be needed, and then based on which translation service you prefer to use, you can determine how many additional credits approximately you will need. Please let us know if you have any further questions and we will be happy to help.
I had around 150,000 words to translate, and according to the PTC calculation the cost should have been about 200 euros.
Now I have already been charged 300 euros, and still not even half of the products are translated.
In the WPML Translation Manager, I selected all the translated content and the total shows about 90,000 words.
For this amount of words, PTC should have charged around 160 euros, but instead I was charged 300 euros.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Madrid (GMT+01:00)
Hi there!
This is Paola and I hope you are well!
To investigate the issue, I would like to request temporary access (wp-admin and FTP) to your site to take a better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. The information you will enter is private which means only you and I can see and have access to it.
**IMPORTANT**
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I think there is a bigger problem here. When I check the translated pages, the system shows me that I have around 90,000 words translated. Based on that, the cost should be much lower (maximum about €150). However, I was charged much more – over €300 – and many products are still missing translations.
It looks like I was charged for more credits than the actual number of translated words. Can you please investigate why this
