Problem: The client reported an issue where the French mobile menu was displaying the incorrect label 'Certificats Cadeaux Vivanti' instead of 'Certificats Cadeaux'. Solution: We recommended the client to check and correct the navigation menu settings for the French language. Here are the steps we suggested: 1. Access the header templates at your WordPress admin area. 2. Edit the header template named Global Header Vivanti Final. 3. Ensure the primary-language template is updated and then retranslate it. After following these steps, the navigation menu should display the correct translated version.
If this solution does not resolve your issue or seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have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 the problem persists, please open a new support ticket.
Problem: The client experienced a site crash when updating the WPML String Translation to version 3.4.1 on PHP version 8.3.29. The error indicated a missing class 'WPML\Infrastructure\WordPress\Port\Persistence\DatabaseWrite'. Solution: We recommended removing the current WPML installation and reinstalling it. A fresh installation of WPML resolved the issue. It is crucial to make a full site backup of files and database before proceeding with these steps. For further details on privacy and security when providing debug information for support, please visit: https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/
If this solution does not apply to your case, or if it seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have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 issues persist, please open a new support ticket at WPML support forum.
Problem: You are experiencing an issue where media grid images disappear after translating them using the Classic Translation Editor. Solution: 1. We suspect this might be a compatibility issue with the specific element. To test this, please follow these steps: - Log in to a fresh WP site with WPML installed by using the provided auto login URL. - Install WPBakery Page Builder and configure it as on your site. - Create a test page with a Media grid element in the default language and attempt to translate it.
2. If the issue persists, try this workaround: - Navigate to WPML > Settings > Custom Field Translation. - Click on Show System Fields. - Search for
_vc_post_settings
. - Change the setting from "Do not translate" to "Copy". - Save the changes. - Edit the default language page, make a small change in the page title to reload the translation, then edit the secondary language page in WPML Translation Editor and press the Save & Close button.
Please check if the images display correctly in the secondary language after following these steps. If the issue remains unresolved or if the solution seems outdated or irrelevant to your 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 needed, please open a new support ticket at WPML support forum for further assistance.
Problem: If you're unable to activate the WPML plugin and encounter a fatal error indicating an issue with a non-countable type in the 'functions.php' file, this might be due to a specific database entry causing the problem. Solution: We recommend checking your database for the option named
auto-translation-job-creation-error
in the 'wp_options' table and deleting it. After removing this entry, try reactivating the WPML plugin. This solution is a temporary fix until the issue is permanently resolved in WPML version 4.9.
Please note that this solution might be outdated or not applicable to your specific case. If the problem persists, we highly recommend checking related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If needed, do not hesitate to open a new support ticket for further assistance.
Problem: The client is experiencing 404 errors on the order confirmation page and the endpoint 'order-paid' in translations. The issue temporarily resolves by saving the permalinks but reoccurs the next day. Deactivating the WPML String Translation plugin stops the error. Solution: If you're experiencing this issue, we recommend you follow these steps: 1. Navigate to WPML → String Translation and ensure that the endpoints are set to their original English values (not translated). 2. Save the permalinks again to resolve the current 404 errors. 3. Return to WPML → String Translation and translate the endpoints as needed. Important: After translating the endpoints, please do not save the permalinks again. We are aware of this issue and are actively working on a permanent solution.
We already have a development ticket for this problem and are actively working on a permanent solution in future releases.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, please check the related known issues and confirm that you have installed the latest versions of themes and plugins. If the problem persists, we highly recommend opening a new support ticket here.
Problem: The client's site does not display the translated footer despite attempts including a full WPML reset, making minor changes in the footer template, and re-adding the footer to the translation queue. The site is built using Full Site Editing (FSE). Solution: We recommend applying a workaround suggested by our second-tier support. for more details: WPML forum discussion on FSE template issues. Please test this solution and let us know if it resolves the issue.
If this solution does not apply to your case, or if it seems outdated, 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 the problem persists, please do not hesitate to open a new support ticket at WPML support forum for further assistance.
Problem: The client is planning to create an introductory page where site visitors can choose either English or German, and then be redirected to the respective language version of the site. They are also concerned about whether this setup will affect the SEO of their multilingual website. Solution: We recommend using the built-in features of WPML for language redirection, so there is no need to purchase an additional plugin. You can set up a language directory by following the instructions here: Setting up a language directory. Additionally, we confirm that using WPML for this purpose will not negatively impact your website's SEO.
Please note that this solution might be irrelevant if it's outdated or not applicable to your specific 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 encounter issues, please open a new support ticket at WPML support forum.
Problem: You are experiencing an issue where your WPML account and credits are not properly linked to your site, showing conflicting information between WordPress and the WPML account dashboard. Although automatic translation is enabled and credits appear available within WordPress, the WPML dashboard indicates no account or website is linked to the credits being used. Additionally, WPML does not recognize the site as connected despite the plugin registration appearing active. Solution: 1. Delete the existing site key on WPML.org and re-register the plugin using a newly generated key. This ensures that your credits will not be lost during re-registration. 2. Check for WPML site movement/copy notices and respond as appropriate. 3. Verify that the WordPress Address (URL) and Site Address (URL) fields match the live domain. 4. Double-check if the correct, new site key is entered under Plugins → Add New Plugin → Commercial tab. 5. Re-log into WPML.org and refresh the account settings. 6. If WPML detects the translation as English to English, resolve this by enabling "Fallback Untranslated Content to Default Language" or duplicate the page into the secondary English language and adjust the content as needed. More details can be found in the documentation: here and here.
If this solution does not apply to your case, or if it seems outdated, 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 further assistance is needed, please open a new support ticket at WPML support forum.
Problem: The client is experiencing issues with car listings not appearing correctly on translated pages using the Motors theme. Specifically, the 'fuel' field does not copy or persist across languages, and the 'Types' field in the secondary language does not maintain multiple selections. Solution: We have confirmed the issue with the listings. While the fields are saved correctly in the database and work as expected on the front end, they do not appear or change in the backend for translated listings. To resolve this, set the custom fields as translatable and configure them per language. This adjustment allows each language version to maintain its specific selections and ensures that the fields behave correctly across different languages.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your 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 problems persist, please open a new support ticket at WPML support forum for further assistance.
Problem: You are setting up a new site to merge multiple WordPress instances for managing content in different languages. After migrating users from the old sites to the new backend, you've noticed an issue where some users can click on the plus icon in the "All Posts" section for all languages, while others see grayed-out plus icons. There are no translation managers in WPML settings, and only one translator, which is your account. Solution: We recommend using the Toolset Access plugin to control what different users can see and do on the translation dashboard. This plugin allows you to manage translation permissions effectively. For detailed guidance on how to use this plugin, please visit the following documentation: How to Use Access Plugin to Create Editors for Specific Language.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your specific 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. Additionally, you can open a new support ticket for further assistance at WPML support forum.
Problem: How to cancel a translation request sent to a translation agency when using Trados, where projects can only be deleted or completed, not canceled. Solution: If you need to cancel a translation request in Trados, you can either delete or complete the project in Trados. After handling it in Trados, follow these steps in WPML: 1. Go to WPML > Support > Troubleshooting and click on the option under "Reset professional translation state". 2. Identify the pages that are stuck. 3. Navigate to WPML → Translation Dashboard. 4. Resend the pages, and select "Translate myself". 5. Go to WPML → Translations Queue and complete the translations.
If this solution does not apply to your situation, or if it seems outdated, please check the related known issues and confirm that you have installed the latest versions of themes and plugins. If the issue persists, we highly recommend opening a new support ticket at WPML support forum.
Problem: You are unable to view your latest support tickets in the support section, with the last visible ticket being over 5 months old. Solution: We have identified that this issue is due to caching behavior linked to a longstanding bug in the bbPress forum software. For more details on this bug, you can visit the following link: bbPress forum topic. Unfortunately, this issue has been marked as 'Won't Fix' by the developers.
If this solution does not resolve your issue or seems irrelevant, we recommend checking for related known issues at WPML Known Issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the problem persists, please open a new support ticket.
Problem: If you're using JetEngine with a Custom Post Type for a blog page and have added a Post Comments widget using the Elementor Single Post template, you might find that the comment form works in the original language but is not visible in other languages. Solution: We recommend checking the translation status of your templates. In this case, the template translations had the status "Update needed". Completing the translations to 100% resolved the issue, making the comment sections visible on the translated posts. You can access the translations at WPML > Translation Dashboard. Here you can create a job, and send it to automatic translation or assign it to yourself and access it at WPML > Translation to translate the job with the Advanced Translation Editor.
Please note that this solution might be outdated or not applicable to your specific 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 the problem persists, please open a new support ticket.
Problem: You are experiencing an error in your WordPress admin after installing the WPML plugin, indicating a problem with some tables in the database, specifically an unknown column 'translation_priority' in 'field list'. Solution: First, try to clear the false-positive notification by navigating to WPML Troubleshooting Page and clicking on “Remove all messages and notifications.” If the error persists, consider manually removing the
wpml_notices
and
icl_admin_messages
keys from the
wp_options
table. Before doing so, ensure you create a backup of your database to prevent any potential data loss.
If these steps do not resolve the issue, it might be due to reasons that have become outdated or are specific to your 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 the problem continues, please open a new support ticket with us.
Problem: The client reported issues with automatic translations not detecting HTML fields in product category descriptions and some descriptions not being translated at all. Additionally, there were problems with the HTML structure not being respected in translations, which is crucial for SEO, and issues with Yoast SEO term meta not appearing translated in the frontend.
Solution: 1. To address the HTML tags issue in product category descriptions: - Edit the file
- In WPML settings, disable the option "Don't show translated taxonomies in Translation Editor" to allow translation of category descriptions directly in the Advanced Translation Editor and retranslate the products. 2. Alternatively, translate the product category manually via WPML > Taxonomy Translation. 3. For translating Yoast SEO term meta, ensure to send the term meta for translation from WPML > Translation Dashboard as detailed in our documentation here. 4. To resolve issues with the same slug across languages, enable the option "Adjust IDs for multilingual functionality" in WPML > Languages > Section Make themes work multilingual.
If these solutions do not resolve your issue or seem outdated, we recommend opening a new support ticket. Additionally, 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. For further assistance, please visit our support forum at WPML support forum.
This page includes support tickets that are resolved and documented. Looking for tickets that are “in progress”? Visit the complete support tickets archive
