Problem: The client is experiencing issues with the logout functionality on a site using WPML, and the provided documentation link was not helpful as it only addressed login and registration pages.
Solution: We recommend the following steps to resolve the logout issue: 1. Navigate to WordPress Dashboard > WPML > Languages > Language URL Format. 2. Ensure the Different languages in directories checkbox is selected. 3. Click the Save button. 4. Proceed to WordPress Dashboard > Settings > Permalinks. 5. Click the Save button to flush the permalinks cache.
Problem: The client is unable to add a registration key to the WPML plugin. Despite downloading the plugin from the WPML site and attempting to regenerate the key, the client receives an error message stating that the account has expired.
Solution: If you're experiencing issues with adding your WPML registration key, we recommend the following steps: 1. Navigate to WP Dashboard Menu >> Updates. 2. Click the "Check again" link. 3. Go to Plugins >> Add New Plugin > Commercial tab and click on the “Refresh account status” button (if available). If the problem continues, please try these additional steps: 1. Log in to your WPML.org account and visit the Sites page: https://wpml.org/account/sites/ 2. Delete the existing site key. 3. Log in to your WordPress site and go to Dashboard >> Plugins >> Add new > Commercial tab and click the Unregister WPML from this site link (if available). 4. Click the Register WPML link. 5. Click the Get a key for this site link to generate a new key. 6. Copy the new key, paste it into the input box, and press the Register button. For more detailed instructions, please refer to our documentation: https://wpml.org/faq/install-wpml/#register
Problem: The client's custom user role, created with the 'Members' plugin, lost access to WPML settings and translation capabilities after a WPML update. The user role has all the necessary admin capabilities, but still encounters errors such as not having the rights to translate content, and the translation '+' buttons are greyed out.
Solution: We recommend the following steps to resolve the issue: 1. Edit the file /wp-content/plugins/sitepress-multilingual-cms/vendor/wpml/wp/classes/User.php 2. Locate the code on line 222 and replace:
3. Ensure that the "Manage Options" capability is granted to the custom user role.
If this solution does not apply to your situation because it might be outdated or not relevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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 our support forum.
Problem: The client imported translations from an XLIFF zip directory to the wrong language, despite the XLIFF files containing the correct target-language information. Solution: If you're experiencing an issue where translations from an XLIFF zip directory were imported into the wrong language, even though the XLIFF files specify the correct target language, we recommend providing us with detailed information about the steps you took and the results you obtained. This will help us understand the issue better and assist you in resolving it.
If the solution provided here is not relevant to your case, because it might be outdated or not applicable, we suggest opening a new support ticket. We also 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 further assistance is needed, please contact us in the WPML support forum.
Problem:
Client was unable to change the slug of a translated page to "the-lake-project"; it kept reverting to "the-lake-project-12". The client had already deleted old String translations but the issue persisted.
Solution:
Eventually, the client discovered that old translated pages using the desired slug were causing the issue, and after deleting them, the problem was resolved.
Before making these changes, it's important to back up your website and database.
If this solution doesn't seem relevant to your situation, please open a new support ticket with us and we'll be happy to assist you further.
Problem: The client was experiencing issues with some pages still opening in the Classic Translation Editor instead of the Advanced Translation Editor after switching back to the Advanced Translation Editor in the settings. Solution: 1. We accessed the WPML settings. 2. We changed the option under WPML --> Settings --> Editor for translations previously created using Classic Translation Editor from "Classic Translation Editor (recommended)" to "Advanced Translation Editor". 3. We advised the client to delete any translation jobs that were in progress with the Classic Translation Editor from WPML --> Translation Management --> Jobs. 4. We provided a video tutorial for further assistance: https://komododecks.com/recordings/Mx0Gt88nPAgGvmfj0QDO.
Problem:
After translating the page, the logo link added with Divi points to the default language.
Solution:
The logo link was added as a relative link (/link) which can't be translated. The issue was resolved by editing the translated page with Divi then adding the correct link to the logo.
Problem: The client is experiencing issues with WooCommerce product filters not showing up in a secondary language when products are set to "use translation if available or fallback to default language" and attributes are not translated. Solution: 1. We recommend checking our compatibility page to ensure there are no known incompatibilities with your current plugins. 2. Consult our documentation on setting up a multilingual WooCommerce store. 3. Adjust the setting for untranslated attributes in WPML → Settings to ensure they display correctly when using the fallback option. 4. If products or attributes are already translated, ensure that all remaining attributes or products are also translated.
If this solution does not seem relevant to your situation, please feel free to open a new support ticket with us.
Problem: The client has moved a development site from a subdomain to another domain, which is the live domain, and is unsure what to select in the WPML message received in the backend regarding sharing translation memory and automatic translation credits. Solution: 1. If the client plans to continue using the development website, they should select 'Yes' to share automatic translation credits and memory between the two websites. 2. If the development website will no longer be used, WPML will transfer all related translation memory and account details to the new live website. 3. To complete the process, the client should: - Go to WPML → Translation Management. - Click the Tools tab. - Expand the Connected Sites section. - Copy the migration code. - Paste it on the live website to connect them. For detailed instructions, please refer to the following documentation:
Problem:
The client is experiencing a 2-3 second delay in the admin panel due to a WPML query that checks for users with translation capabilities in a large user database.
Solution:
We recommend modifying the has_users_with_capability() function in the wp-content/plugins/wpml-translation-management/classes/user/class-wpml-translation-roles-records.php file. Comment out the existing function code and return \"true\" like this
1
publicfunctionhas_users_with_capability() {\n// \$sql = \"\n// SELECT EXISTS(\n// SELECT user_id\n// FROM {\$this->wpdb->usermeta}\n// WHERE meta_key = '{\$this->wpdb->prefix}capabilities' AND meta_value LIKE %s\n// )\n// \";\n//\n// \$sql = \$this->wpdb->prepare( \$sql, '%' . \$this->get_capability() . '%' );\n\nreturn true;// return (bool) \$this->wpdb->get_var( \$sql );
Please ensure to test this change on a staging site before applying it to the live site. If this solution does not seem relevant to your issue, please open a new support ticket with us.
Problem: The client needed to ensure that their location pages were not published in Spanish and that visitors would only see the English version, even if they manually added
1
/es/
to the URL. Solution: We checked the location posts and confirmed that the language switcher does not appear, indicating that the posts are available only in English. If the client wants to prevent access to the Spanish version even when
1
/es/
is manually added to the URL, we advised setting the post type to
1
"Translatable - only show translated items"
and not translating the posts. This will ensure that any attempt to access a Spanish URL will redirect to the English version automatically.
Problem: The client is having issues with media translation on their website. They have translated a page using the advanced editor and uploaded images via media translation, but the images are not displaying in the translated version. Additionally, they are prompted to complete the Media Translation setup, but all media already have the pencil icon, indicating they are ready for translation.
Solution: 1. We identified that the flip box is rendered by the Impreza theme shortcode and the image ID is not registered for translation. 2. We provided a custom XML configuration code to register the 'front_bgimage' attribute for translation:
3. We instructed the client to add this code to the WPML > Settings > Custom XML Configuration tab. 4. After adding the code, the client should edit the page in the German language, click on Update, and then update the translation to display the images correctly in the frontend. 5. We also recommended that the client report this issue to the theme author and ask them to include the custom language configuration code in their theme.
If you're experiencing similar issues and this solution doesn't seem relevant, please open a new support ticket with us.
Problem: After updating WPML plugins, the client is unable to translate a new WooCommerce product using the WooCommerce Multilingual & Multicurrency interface. Instead, they are redirected to the WordPress Editor page. Solution: 1. Navigate to WPML > Settings and ensure that the Translation Editor for new translations and previously created translations is set to either Classic Translation Editor or Advanced Translation Editor. 2. Go to Products > All Products in the default language and open any product in the Editor. 3. In the Language meta section, select WPML Translation Editor. From the popup, select All Products. 4. Apply the changes. After these steps, try updating or adding the translation by going to WooCommerce > WooCommerce Multilingual > Products section.
Additionally, we have identified an issue similar to the one you're experiencing. Please refer to the following Errata for more details and a potential workaround:
Problem: The client was having trouble displaying certain sections of their site after translation, which is built with WP Bakery and uses the GARDIS theme.
Solution: 1. We updated the translated testimonial posts on the home page, which resolved the display issue. We asked the client to check if the translated home page works correctly.
2. For the About page, we registered two unregistered modules by adding custom XML code in WPML-> Settings-> Custom XML tab:
After adding the code, we updated the page in the default language and its translation. We asked the client to verify if it's translated correctly.
3. We provided additional tips for the translation process: - The contact form needs to be translated, and we provided a guide for assistance: Using Contact Form 7 with WPML. - In Services posts, the icon is not automatically copied to the translated post, so it needs to be selected manually. - Theme options inside the page's edit screen are not copied to the translated pages, so they also need to be selected manually.
This page includes support tickets that are resolved and documented. Looking for tickets that are “in progress”? Visit the complete support tickets archive
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