Problem: The client was unable to register their WPML key and encountered the error 'Unable to parse data from service response.' Despite whitelisting WPML's IPs through their hosting panel, the issue persisted. Solution: We investigated the issue and found that the client's site was blocked on our side. After addressing the block, we informed the client that the problem should be fixed and asked them to try registering their site again.
If you're experiencing a similar issue with registering your WPML key and have already tried whitelisting WPML's IPs without success, we recommend attempting to register your site again. If the problem continues, it might be due to an outdated solution or because the issue is not applicable to your case. In such instances, 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 none of these steps resolve the issue, please open a new support ticket with us for further assistance.
Problem: The client reported an issue with WPML's new address detection when the Object Cache Pro (OCP) plugin is enabled on Pantheon sites. Specifically, the problem occurred when trying to register the site address with WPML. Solution: We suggested that the client try using a different domain name than the one that was causing issues (https://wpml-chainalysis.pantheonsite.io/). There seemed to be some problems with the domain's registered sitekey, and using a different domain could resolve the issue.
If you're experiencing a similar issue with WPML's address detection when using the Object Cache Pro plugin on Pantheon, we recommend trying a different domain name to see if that resolves the problem. It's important to note that this solution might be irrelevant if it's outdated or not applicable to your case. If the issue persists, please open a new support ticket. We also 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 you need further assistance, please contact us in the WPML support forum.
Problem: The client wanted to display the flags in the WPML Language Switcher without rounded corners, as they were appearing with rounded corners contrary to their expectation.
Solution: We suggested that the client add custom CSS to their site to override the default styling. We provided the following CSS code to be inserted into WP > Appearance > Customize > Additional CSS:
img.wpml-ls-flag {border-radius:0px!important;}
We also reminded the client that any code snippet provided is for educational purposes and is not part of our support scope, which means we do not maintain or debug custom code.
If this solution does not apply to your situation, or if it seems outdated, we recommend opening a new support ticket. We also 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 further assistance is needed, please contact us through the WPML support forum.
Problem: The client is experiencing issues with strings not appearing translated and not being able to find these strings in the WPML String Translation menu. Solution: We recommend the following steps to resolve the issue: 1. Navigate to WPML > String Translation and locate the checkbox labeled "Look for strings while pages are rendered" at the bottom of the page. Enable this option, visit the front-end page where the missing string appears, and then return to WPML > String Translation to search for the string. 2. If the string is still not found in WPML > String Translation, it might be registered as admin text. Follow the process outlined in our documentation to find and translate admin text strings: https://wpml.org/documentation/getting-started-guide/string-translation/finding-strings-that-dont-appear-on-the-string-translation-page/
Please note that the solution provided might be outdated or not applicable to your case. If the issue persists, 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 necessary, do not hesitate to open a new support ticket for further assistance: https://wpml.org/forums/forum/english-support/
Problem: The client is using the Porto theme with WPML, but after switching to the English language, the home slider and products list are not displaying. The default language page shows products, but the translated page only shows the header and footer. Solution: We asked the client to provide more details about the steps they took before encountering the issue and to confirm if they had translated the homepage. We also recommended checking the Porto theme's documentation on multilingual management with WPML and Porto: https://www.portotheme.com/wordpress/porto/documentation/multilingual-management-with-wpml-and-porto/
If you're experiencing a similar issue, we recommend you follow these steps and also ensure that you have translated the homepage. If the solution provided here is not relevant to your case, either because it's outdated or not applicable, we suggest opening a new support ticket. 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.
Problem: The client was unable to use WPML to translate new pages because the automatic translation credits were not showing up, despite having added credits and the site address being correct.
Solution: We identified that the client might have installed/reinstalled/reset WPML or WordPress, which caused the credits to get stuck. We found that one of the automatic translation accounts created in 2021 had the credits, while a more recently created one did not. We moved the "50.000" credits back to the client's correct current website. The client should now be able to see and use the credits by navigating to WPML > Translation Management > Automatic Translation, at the top-left area of the page.
If this solution does not apply to your situation because it might be outdated or not relevant to your case, we recommend opening a new support ticket. We also 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 further assistance is needed, please contact us through the WPML support forum.
If the language is entirely different and not covered by WPML, we advised that the client would need to manually translate the content. We provided a link to our documentation on using different translation editors for different pages at https://wpml.org/documentation/translating-your-contents/using-different-translation-editors-for-different-pages/. We also suggested that the client could duplicate content from the default language to the new language and then manually edit the duplicated page.
If the provided solution is not relevant due to being outdated or not applicable to your case, we recommend opening 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.
Problem: The client was trying to set up automatic translation for their site but encountered issues where translations were not being processed as expected. They initially opted to translate all content but then decided to translate only specific pages to conserve credits. The client was also unsure how to handle languages not included in WPML's default 65 languages.
Finally, since the client had additional questions about adding custom languages not available in WPML's default set, we created a separate ticket to focus on that specific issue and provided a link to the new support ticket.
Please note that the solution provided might be irrelevant due to being outdated or not applicable to your case. If the issue persists, we recommend opening 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. If you need further assistance, please visit our support forum: https://wpml.org/forums/forum/english-support/.
Problem: The client needed to set up different confirmation pages for different languages in Gravity Forms using the WPML add-on. The English version should redirect to /thankyou-page/ and the Dutch version to /bedankt-pagina/, but the client was unsure how to configure this.
Solution: We informed the client that while it is not possible to select different confirmation pages directly, there is a workaround. The client can manually translate the thank you page, allowing full control over its appearance in different languages. Here are the steps we recommended: 1. Go to WPML > Translation Management, select the thank you page, and choose "Duplicate". 2. Switch the language from the top admin bar to the desired language for the duplicated content. 3. Find the duplicated page, hover over it, and select "Edit with Elementor" (or the page builder in use) to customize the page for that language.
This method allows the client to have a completely different design for the thank you page in each language without needing to select a different page. We also provided documentation on using different translation editors for different pages: https://wpml.org/documentation/translating-your-contents/ using-different-translation-editors-for-different-pages/
If this solution does not apply or is outdated, or if further assistance is needed, we encourage the client to check related known issues at https://wpml.org/known-issues/, verify the version of the permanent fix, ensure the latest versions of themes and plugins are installed, and if necessary, open a new support ticket: https://wpml.org/forums/forum/english-support/.
Problem: The client wanted to know if they could use WPML's Auto Translation feature on selected pages/posts and if their client could update or edit the auto-translated content afterwards. Solution: 1. We informed the client that they could indeed select "Translate what you choose" to apply Auto Translation only to the pages/posts they want. For more details, we provided a link to a forum post: https://wpml.org/forums/topic/i-want-to-only-translate-a-few-pages-on-the-site/#post-15355927. 2. We confirmed that the client's client can edit the translation after it has been automatically translated by clicking the "pencil" edit icon.
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If so, we 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 do not hesitate to open a new support ticket with us.
Problem: The client was trying to edit the translation of various WooCommerce products but was redirected to the Dashboard instead of the Translation Editor. This issue was occurring only for some products, and there was no clear pattern to which ones were affected. The client also inquired about disabling the "Pending review" status for automatic translations.
Solution: 1. For the affected products, we advised the client to go to WPML > Translations and complete the review. During the review, the "Edit translation" option can be used to adjust the translation. 2. We also mentioned that it is possible to mark multiple jobs on the Translations page and use the bulk option to accept reviews without revising them individually. 3. To have automatic translations published immediately without review, we guided the client to navigate to WPML > Settings > Automatic Translation and select the "Publish right away without reviewing" option. 4. We addressed the issue of jobs waiting for review in the translation queue by cleaning up the queue and ensuring that the "Translate everything automatically" option was activated. Further, the issue on the site was, that there were still local jobs in progress, which were created while using the translation mode "Translate what you choose". We had to enable this mode again, then got WPML > Translation Management > Jobs and cancel those jobs. If the solution provided here is not relevant to your case, either because it's outdated or not applicable, 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 our support forum.
Problem: The client was unable to see the required languages to install on their WordPress site and was concerned whether the latest WordPress update might be affecting this.
Solution: We have fixed the missing tables in the database and re-run the WPML setup.
Please note that the solution provided might be outdated or not applicable to your case. If the issue persists, 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 you still need help, please do not hesitate to open a new support ticket on the WPML support forum.
Problem: The client reported that their WPML Automatic Translation credits were showing as zero on their site, despite previously having about 70,000 credits. Solution: 1. We checked if the credits might have been stuck due to a reinstallation or reset of WPML or WordPress. 2. We moved the 79,912 credits back to the client's current website. 3. We instructed the client to check WPML > Translation Management > Automatic Translation to see the credits. 4. We asked for the Automatic Translation account ID from WPML > Support > Troubleshooting to verify the correct assignment of credits. 5. Upon receiving the ID, we confirmed that the credits were mistakenly assigned to a staging site and moved them to the correct live site.
If you're experiencing a similar issue with your WPML Automatic Translation credits, we recommend checking WPML > Translation Management > Automatic Translation to see if your credits are displayed. If they are not, please go to WPML > Support > Troubleshooting and share your Automatic Translation account ID with us. However, keep in mind that this solution might be irrelevant if it's outdated or not applicable to your case. 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 the issue persists, please open a new support ticket with us.
Problem:
The client needed to exclude the title and slug of Project pages from being translated, and was also using Geodirectory with the WPML add-on and wanted to apply the same settings.
Solution:
We recommended a workaround to prevent the title from being translated. For a specific post type, the client can use the following code, replacing 'YOUR_POST_TYPE' with the actual post type:
This code should be added to the functions.php file of the theme or child theme.
To keep the slug untranslated and copy it from the default language, the client should select the copy option and then navigate to WPML > Languages > Edit languages. For the correct language, select 'Encode URLs' and set it to 'Yes'.
Please note that the solution might be irrelevant if it's outdated or not applicable to your case. If the provided solution does not resolve your issue, 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 you still need assistance, please open a new support ticket.
For further assistance, you can contact us on the WPML support forum.
Problem: The client reported that certain elements such as icon lists from Kadence and standard headings were not being recognized by the Advanced Translation Editor (ATE) in a specific post, despite being translated fine in other instances.
Solution: We recommended the following troubleshooting steps: 1) Navigate to WPML>>Support page and click on the Troubleshooting link. 2) On the Troubleshooting page, perform the following actions in the *Clean up* section, waiting for confirmation after each:
Clear the cache in WPML
Remove ghost entries from the translation tables
Fix element_type collation
Set language information
Fix WPML tables collation
Assign translation status to duplicated content
Fix terms count
Fix post type assignment
Cleanup and optimize string tables
Show custom MO Files Pre-generation dialog box and Generate .Mo files
3) Open the post for editing. 4) Make a minor edit to the post by adding temporary text. 5) Update the post to refresh the translation settings.
We emphasized that the client should try this after a full site backup (mandatory) and report back with their feedback.
Please note that this solution might be irrelevant due to being outdated or not applicable to your case. If so, 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 the issue persists, please open a new support ticket with us.
This page includes support tickets that are resolved and documented. Looking for tickets that are “in progress”? Visit the complete support tickets archive
