Background of the issue:
I have paid 1050 EUR without discount for WPML pay-as-you go translation services. I encountered an error while translating using pay-as-you-go saying I need to pay today 05.11.2024 . The entire website in Greek and Romanian was translated, and I was waiting for system to upload it. For some reason plugin was forcing me to pay 1050 EUR (950 EUR with discount) again. After payment, it switched to prepaid credits. I used troubleshooting to remove automatic translation and reactivated pay-as-you-go. After that again I see you accumulate money for translation that already had been done and you switched me to highest pay-as-you-go credit cost.
Symptoms:
The pay-as-you-go service reverted to credits, causing a force charge of 1050 EUR. The lowest price per credit was reset to maximum, and I received a long error message in the AT error log. Now again you start accumulating payment for something you already charged me for.
Questions:
Will you billing me twice?
Why is my lowest pay-as-you-go price per credit reset to maximum?
I would like to request temporary access (wp-admin and FTP) to your site to take 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.
Our Debugging Procedures
I will be checking various settings in the backend to see if the issue can be resolved. Although I won't be making changes that affect the live site, it is still good practice to backup the site before providing us access. In the event that we do need to debug the site further, I will duplicate the site and work in a separate, local development environment to avoid affecting the live site.
- Please make a backup of site files and database before providing us access.
- If you do not see the wp-admin/FTP fields this means your post & website login details will be made PUBLIC. DO NOT post your website details unless you see the required wp-admin/FTP fields. If you do not, please ask me to enable the private box. The private box looks like this: hidden link
Just to clarify, don`t you see the billing from your end? Don`t you see from your end what happening to my pay-as-you-go billing?
Please confirm that, and I will provide you with access you request. For now I just can not justify the need of admin access to my website, to check WHAT and HOW exactly I am getting billed. This info is from your side!
Lauren : I only have limited access, so I need to get assistance from our AMS team for how this happened or what is expected.
Lauren : I will convert this now and reply in the ticket confirming your max subscription. I will be in touch soon.
Again to add - this is not bug-tech related question, it is about how you charge me and formulate the price for translation.
This is the technical support forum, not the administrative team, so I don't have access to your billing information. I am requesting access to your site so that I can provide the most information to figure out how/why this happened and how to get it resolved as soon as possible. Things such as job ids, UID number, page IDs, etc are all things that we will need to find these jobs in our AMS system and figure out what happened. Access to your site will speed the discovery process up a lot, and allow me to get information to our other teams (admin, AMS) a lot faster versus them having to ask me questions, then me come back here ask you the questions, and then return with the answers. However, if you do not want to provide access at this time, I will proceed at the best of my ability.
What I have been able to find in your account so far is that you had previously paid the safety limit fee on October 24, which allowed you to increase the credit limit. The next payment I see is for the 3336073 credits for October usage (that's the charge you paid 950 EUR for). These were the credits you used and paid for during the month of October.
It looks like what happened was that you had a subscription, and there were multiple failed payment attemts which resulted in the subscription being ended. If this is the case, then you may be seeing the pop up asking you to may which is the safety limit, because if the old account was closed, the new one will require the safety payment in order to allow you to continue translating. Please send me a screenshot of what you are seeing now that is asking you to pay another 100EUR.
In October 24 I have been charger 2 times 100 EUR. problem 1
I reached 3336073 credits AFTER I payed subscription, not before. I payed them AFTER i payed subscription, so this is not the case.
It is not asking me to pay nothing, just do not translate. problem 2
Exactly what happened problem 3:
After I payed WPML support subscription, then I translated Romanian and Greek languages, which forced me to be charged 950 euro (1050 without discount). After I payed them - uploading translations stucked. in WPML troubleshooting I canceled automatic translation jobs and started it again. As the translations were made, just was not uploaded, it should have not charge me agiain, but OK. It is the 3rd time I'm hitting 100 EUR limit. It also means I'm paying highest price per word, even I`ve already had lowest price per word.
I am struggling to explain you the problem, it seems to be easy, but we can not understand each other.
WPML say: pay-as-you-go credits, you pay 100 EUR first limit, then it is 4000 EUR. Alright, first simple question, despite all others - Why I'm forced to pay 100 EUR THIRD time in few days?
Why I'm paying highest price per word ?
Why I already payed for translation, and you again charging me for it, as multiply times WPML state in support tickets what is translated - does not charge second, third time, etc?
If I have to explain and as the same question for 1000 time, as I tried week ago in pervous ticked, with the same questions, but lower amounts in risk, maybe chargeback would be the best option? As you seems not to understand It is NOT OK to charge me whatever you want, after stating exact prices and limits, and doublecharge me for translations I already paid?
Please share the invoice numbers for each item that you paid, as I am not seeing the same information in my system. Let me do my best to clarify.
1. You were charged $100.00 on October 25 - this was the safety limit charge that allowed you to continue translating.
2. Translation continued and you used 3336073 credits. This is what you paid for in the next invoice that I see for €952.92.
3. As I explained in my previous post, you had a subscription that was cancelled due to too many failed payments. So, you had to re-subscribe, which is why you have to pay the safety limit again to allow you to continue translating.
4. I will need you to share the invoice numbers for where you are saying you are charged 4 times for €100.
5. I don't know what you mean by "Why I'm paying highest price per word ?" - the credit cost per word comes from the translation service that you choose (Deepl, Google, etc) and that can be changed in your WPML -> Translation Management -> Tools settings. Perhaps you mean costs for Pay as you go, in which case, at the end of the month, WPML charges you based on the number of credits you used during the course of the month. Your first 2,000 credits are free each month. The next 8,000 cost up to €6, and pricing drops down to €0.1 per thousand credits. It's all based on the number of credits used.
