Problem: The client reported that the link to their support tickets, which was previously directly accessible from the main page of their account at WPML.org, has disappeared. They now need to navigate through the Support menu to access their open support tickets, which they find less user-friendly. Solution: We confirmed that there was a recent change to the account page layout, which resulted in the removal of the direct link to the support tickets. As a temporary workaround, we suggested that the client could access their support tickets by clicking on their username, which opens the same view as 'Support → Your past support tickets'. Additionally, we have taken the client's feedback and passed it on to our developers for consideration in future updates.
Please note that this solution might be outdated or not applicable to your specific case. If this is the 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 you still need assistance, please open a new support ticket at WPML support forum.
Problem: The client was unable to transfer translation credits from a staging site to the main domain using the WPML plugin. The documentation appeared outdated, and the client's account environment did not display the option to transfer credits or manage URLs effectively.
Solution: We advised the client to check for browser extensions that might interfere with the site's functionality and recommended trying a different browser or device. We moved 1852 credits back to the client's WPML.org account, bringing the total to 22982 credits. We confirmed that the credits were visible in the client's account and addressed the client's concerns about the limitations of an End-user type account. For further changes, such as modifying the domain or upgrading the subscription, we directed the client to the relevant documentation on transferring account renewals (https://wpml.org/purchase/transferring-account-renewals-to-your-clients/) and refunds (https://wpml.org/purchase/refunds/). If the solution provided here does not resolve your issue or seems outdated, we highly recommend checking related known issues (https://wpml.org/known-issues/), verifying the version of the permanent fix, and confirming that you have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: You are working on a site under development and trying to change the source language of a Gravity Form using WPML. When selecting all string translations for the form, you receive a message: 'You have selected strings belonging to a package. Please select all strings from the affected package or unselect these strings.' The message does not specify which package, preventing you from changing the language of the form. Solution: To resolve this issue, follow these steps: 1. Go to the WPML > String Translation page. 2. Use the search filter to find strings related to your Gravity Form. 3. Check the 'Belongs to a package' column to identify the package name associated with the strings. 4. Once identified, either select all strings from that package or deselect the strings as needed. 5. After adjusting your selections, try changing the source language again.
If this solution does not apply to your case, or if it seems outdated, we recommend opening a new support ticket. Also, check the related known issues and verify that you have installed the latest versions of themes and plugins. For further assistance, please visit our support forum.
