[Closed] Problem with payement and plugin

Hello,

Welcome to the WPML support forum. Thank you for the video, it's easier to understand the issue this way.

Here is what I've noticed:
1. You have 664 pages that have been translated and are waiting for review
2. It cost you more than 192000 credits
3. We have a safety limit at $100, when you reach that limit we ask you to pay those $100 in order to continue to translate
4. I'm not sure why you can't pay it, even with 3 different cards. But the message "There is a problem connecting to automatic translation" is usually caused by a conflict with a third party plugin (point #4 and #5 below).

Can you try the following:
1. In "Plugins > Add New > Commercial (tab)" click "Check for updates". Sometimes this is enough to refresh your dashboard.

2. Your firewall may be blocking access to WPML. Please ask your host to whitelist the following domains:
- wpml.org
- cdn.wpml.org
- api.wpml.org
- api.toolset.com
- cloudfront.net

3. Also go to “WPML > Support > Installer Support (link)” and click the “Check Now” button. See if all the checkmarks are green (4) and if there is a recent error message recorded below (check the error date), please send me a screenshot.
Ref: https://wpml.org/faq/wpml-plugin-cannot-connect-to-wpml-org/

4. Sometimes it's just a security or caching issue. Please temporarily deactivate security plugins and purge your server cache, cache from plugins. Go to "WPML > Support > Troubleshooting (link)" and click the "Clear cache in WPML" button too.

5. It may be a compatibility issue between plugins as is the case here: https://wpml.org/errata/email-encoder-protect-email-addresses-and-phone-numbers-there -is-a-problem-connecting-to-automatic-translation/
I don't know if you use that plugin but it could come from another plugin, which is why you should try WPML with a minimal environment (if possible on a staging copy).
- Make a complete backup of your site and database
- Disable all plugins that are not related to WPML and change the theme to a Default WordPress theme like 2020.
- If the error disappears, start reactivating the plugins one by one or in small groups. This way you will be able to identify which plugin is creating a conflict.

---

Also could you please provide your debug information for this support ticket, that will help me understand your configuration. Please follow these initial debugging steps:
https://wpml.org/faq/provide-debug-information-faster-support/
In short:
- Go to "WPML > Support > Debug Information" (link)
- Copy the Debug Information from there.
- Find the private field I activated and paste that information.

Hi,

I haven't launched any page translations so I don't know where these 664 pages come from?

If you selected translate everything automatically, WPML will just do that... meaning it will start translating all your content until you run out of credits or reach the safety limit.

I don't have the error you mention.

Minute 1:44 of your video you have an error message "There is a problem connecting to automatic translation..."

Let's try to fix that error because it's probably the root cause of your payment issue (if you can't connect with our servers you won't be able to pay).

At this stage, could you please provide me with a temporary admin access (wp-admin and FTP) – preferably to a test site where the issue has been replicated – so I can further investigate.

I will activate a private field for your next answer where you can provide that information safely (this field is only visible by you and the support team). Don't share your own admin account, create a new one that you will delete when we finish troubleshooting.

IMPORTANT: Before we proceed, please backup your site and database.

Also, please note that automatic translations are done by external services (by default DeepL) and those credits are used to pay them. So if the translations are already made (664 waiting for review) then unfortunately we can't refund them.

Ref: https://wpml.org/documentation/automatic-translation/automatic-translation-pricing/

Can I get a refund for credits I used?

We are unable to offer refunds for translation credits. As you start using your credits, it means we’ve already paid the selected translation engine for those credits.