Problem: The client needed to set a different logo for different languages in both the Header and Footer. Solution: We reviewed the theme documentation and identified the relevant text domain and option name for the logo settings. Here are the steps we followed: 1. Located the text domain
admin_texts_xts-woodmart-options
and the option name
[xts-woodmart-options]default_header
. 2. Navigated to WPML → String Translation. 3. Added the translation for the Serbian header from
header_866760
to
header_226231
. This change successfully updated the logos for different languages in the header and footer.
Please note that this solution might be outdated or not applicable to your specific case. We highly recommend checking the related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the issue persists, please open a new support ticket.
Problem: The client is experiencing an issue where WPML add-ons such as WPML String Translation, WPML CMS Navigation, WPML Media Translation, and WooCommerce Multilingual & Multicurrency are installed and active, but still appear as 'Not installed' in the WPML → Support section. Despite trying steps like reactivating plugins in the recommended order and re-registering WPML, the issue persists. Solution: We acknowledge this problem and recommend ignoring it for now as it does not impact the functionality of the site or the plugins. The plugins should continue to operate normally. We will include a fix in an upcoming release.
If this solution does not seem relevant, or if it becomes outdated, we encourage you to open a new support ticket. We also 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.
Problem: The client reported an issue where Spanish texts were appearing under English labels in WooCommerce when using the WPML plugin. Solution: We suggested that the client might have inadvertently set the wrong source language for certain strings in WooCommerce. We recommended checking and possibly changing the source language of these strings. A step-by-step guide on how to change the source language of strings can be found here: https://wpml.org/documentation/getting-started-guide/string-translation/how-to-change-the-source-language-of-strings/
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: The client was experiencing a persistent registration issue with WPML on their website, displaying the error 'Unable to register: Site key not matching'. The site was trying to connect using an old URL, and the client was unable to enter a new key or unregister the old one. Solution: We resolved the issue by manually unregistering and re-registering the site with the correct site key. Here are the steps we followed: 1. Accessed the plugins commercial section at domain-example.com/wp-admin/plugin-install.php?tab=commercial 2. Unregistered the site as it was registered with another site key. 3. Re-registered the site with the correct site key provided by the client. 4. Updated WPML to its latest version, 4.8.6.
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 the problem persists, please open a new support ticket at WPML support forum.
Problem: You are experiencing issues with the translation of popup screens for ApplePay and Google Pay after being transferred to the payment gateway. Despite following WPML guidance, you are unable to locate the strings in the admin. Solution: We have identified that the code for ApplePay and Google Pay is proprietary and loaded from an external server, which means it is not connected to WordPress and cannot be translated using standard WordPress methods. Since these services do not use getText() calls, which are essential for WPML to translate strings, the content remains untranslated. We recommend contacting Apple or Google directly to request that they include translations for their systems. This would ensure that the content is translated across different apps and CMS platforms, not just WordPress/WPML. However, based on Apple's explanation, which you can view here: https://support.apple.com/guide/iphone/change-wallet-apple-pay-settings-iphf8b1fc01e/ios, it seems unlikely that they will implement such an integration.
If this solution does not resolve your issue or seems irrelevant, 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: There is an issue with the String Translation table on the client's site, which could potentially become a critical issue in the future. Solution: If you're experiencing a similar issue, we recommend using the WPML troubleshooting functions to fix the collations. This approach has resolved the problem in this case.
Please note that this solution might be outdated or not applicable to your specific case. We highly recommend checking the related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the issue persists, please open a new support ticket.
Problem: You are experiencing issues where pages are not visible and appear distorted after translation using WPML. This includes problems with the visibility and formatting of translated pages.
Solution: 1. Create a staging site or backup your site, then activate a default WordPress theme to check if the issue persists. This helps determine if the problem is theme-related. 2. Ensure that the string that applies the style to the price is correctly translated in WPML's String Translation. Incorrect translation of this string was initially causing the issue but has been fixed. 3. If you encounter a 'Request Timeout' error while trying to access the WPML String Translation page, ensure that your server can handle the request and that the strings, especially those related to price ranges, are correctly translated and structured as per WPML guidelines.
If these steps do not resolve your issue 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 problems persist, please open a new support ticket.
Problem: If you're experiencing issues with extra spacing around apostrophes when using the 'Noto Sans SC' font, this is due to the font treating certain punctuation characters as CJK punctuation, which follows different spacing rules used in East Asian typography. Solution: To address this, we recommend adding the following CSS rule to your theme's CSS or Customizer → Additional CSS:
/* Remove extra spacing around quotes/apostrophes for Noto Sans SC */<br />body {<br /> font-feature-settings: "halt" 1, "palt" 1;<br />}
This CSS uses OpenType font features to adjust the spacing behavior specifically for punctuation, which should resolve the issue while keeping your preferred font.
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 accidentally purchased an additional WPML license and requested a refund for the unused license. Solution: If you're experiencing a similar issue where you have purchased an extra WPML license by mistake, you can submit a refund request through the following link: https://wpml.org/purchase/refunds/.
Please note that this solution might be irrelevant if it's outdated or not applicable 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 this does not resolve your issue, please open a new support ticket at WPML support forum.
Problem: You have activated the plugin and discovered that it is not compatible with your builder, and no translations have occurred yet. Solution: If you are considering switching your page builder, remember that WPML is compatible with most popular page builders. You can find more information here: https://wpml.org/plugin-functionality/page-builder/. Alternatively, you can translate your content manually using your page builder directly, instead of the WPML translation editor. Instructions on how to enable and use manual translation can be found here: https://wpml.org/documentation/translating-your-contents/using-different-translation-editors-for-different-pages/.
Please note that this solution might be irrelevant if it's outdated or not applicable 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 issue persists, please open a new support ticket at WPML support forum.
Problem: You are experiencing an issue where the featured image set for a translated post disappears after some time, although it appears correctly in the original language. Solution: If you are setting the Featured Image for the translated post directly in the WordPress editor, this might not be necessary. When you translate a post, the featured image from the original post is automatically copied and synchronized with the translation. If you wish to use a different featured image for each language, we recommend following the steps described in this documentation.
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 issue persists, please open a new support ticket.
Problem: The client needs to filter posts in the WPML Translation Dashboard to show only those that are not translated and not duplicated, excluding posts where the translation process has started. Additionally, the client wants to duplicate all published posts of a particular type that do not have any duplicated pages for other languages or where the translation is not started. Solution: To filter posts as required: 1. Go to WPML → Translation Dashboard. 2. In the filter options at the top, locate the Translation status dropdown. 3. Select Not translated from the options. This will display only the posts that are completely untranslated and not duplicated.
To duplicate posts: 1. In the Translation Dashboard, select the Type of post you want to duplicate (e.g., 'Post', 'Page', or a specific Custom Post Type). 2. For the Status filter, choose Published. 3. For the Translation status filter, select Not translated. 4. Select all the posts you wish to duplicate by checking the box next to the Title column header. 5. Scroll down and use the Translate selected content section to duplicate the selected posts.
For automation via a custom script, WPML's Coding API provides hooks such as
apply_filters('wpml_post_duplicates', $post_id)
and
do_action('wpml_make_post_duplicates', $post_id)
to detect and create duplicates programmatically. However, this requires custom development outside the standard support services. More details and examples are available at WPML Coding API documentation.
If this solution does not resolve your issue or seems outdated, please check related known issues at https://wpml.org/known-issues/, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins. If further assistance is needed, we recommend opening a new support ticket or contacting one of our recommended contractors at WPML contractors.
Problem: The client was unable to translate certain texts and strings on their website using WPML.
Solution: We recommended several steps to make the strings translatable: 1. Enable auto-detection in WPML → String Translation and visit the front-end in a non-default language to help WPML detect and register the strings. 2. If strings are still missing, use WPML → String Translation → Utilities → Admin Texts Translation to find and select strings from theme or plugin options for translation. 3. If strings are not found in Admin Texts, scan the theme or plugin directly from WPML → Theme and plugin localization. 4. Check WPML → Translation Dashboard under Templates or Template Part sections for embedded strings in theme parts.
If these steps do not resolve the issue, it might be due to strings being hardcoded in theme/template files or using non-WPML-compatible functions. In such cases, a manual inspection of the texts and their page sources is necessary. We recommend not repeating previously confirmed ineffective steps and considering alternate methods like registering text via WPML hooks or direct gettext review.
If the solution provided here is outdated or not applicable 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 issues persist, please open a new support ticket at WPML support forum for further assistance.
Problem:
The website's admin was showing an "Expired account" message, even though the account was active; Solution:
In these cases, it's best to reach out directly to hello@wpml.org
Problem: The client is experiencing an issue where an unwanted language code prefix (e.g., 'DE', 'FR') is automatically added before the 'FREE SHIPPING OVER' text in the announcement bar on non-English pages of their multilingual website. The English version displays correctly without any prefix. Solution: 1. We recommended inspecting the Elementor templates by navigating to Templates → Theme Builder/Saved Templates to locate and edit the announcement bar widget. 2. Check the widget’s 'Advanced' settings, specifically the 'Before'/'After' fields, for any dynamic tags or shortcodes that might be adding the language codes, and remove any found prefixes. 3. Update the template after making these changes. 4. Search for related strings in WPML → String Translation and make necessary edits if the prefix is present in the translations. 5. If dynamic tags or custom PHP hooks in the child theme are conditionally generating the prefix, these should be reviewed and adjusted as needed.
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. Should you need further assistance, please do not hesitate to open a new support ticket 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
