Problem: The client was charged $25 on their credit card on February 3rd but could not find the transaction in their payment history.
Solution: We investigated the issue and discovered that the charge was for automatic translation credits used on the client's site. We provided the client with steps to locate the invoice: 1. Visit the Automatic Translation Invoices documentation. 2. Look under the section 'sites using Pay-as-you-go' to find the invoice. We also provided the invoice ID (ATE-718041) for reference.
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If you're still experiencing issues, we recommend 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: The client reported an issue with the String Translation on their site, which WPML had previously resolved on a copy of the site. The error message in the admin indicated that the issue could become critical in the future.
Solution: We requested temporary access to the client's site to investigate the issue. Upon review, we found that WPML indicated both the client's sites were copies and all languages were deactivated. If the client did not have any translated content, we recommended resetting WPML. This can be done by navigating to WPML → Support, clicking the Troubleshooting link, and then in the Reset section of the Troubleshooting page, selecting the
I am about to reset all translation and language data
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If the issue 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 necessary, please open a new support ticket for further assistance. Contact WPML support
Problem: The client is attempting to add a new site and is experiencing issues. They have not provided specific details about the problem they are encountering. Solution: We recommend that the client provides more detailed information or shares a video of the steps they are taking and the issues they are encountering. However, the client was able to solve the issue on their own.
Please note that the solution provided here might be irrelevant if it's outdated or not applicable to your 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 do not hesitate to open a new support ticket. For further assistance, you can reach out to us on the WPML support forum.
Problem: The client is using Woocommerce Memberships and has set this custom post type to be translatable. As a result, instead of having 5 memberships, the client ended up with 25 memberships due to the 5 different languages. The client needs only 5 memberships with translated names, not separate memberships for each language.
Solution: We have reviewed the issue and concluded that it is not possible to translate only the title of a custom post type while keeping the rest untranslated. When you set a post type as translatable, it affects the entire post type (https://wpml.org/documentation/getting-started-guide/translating-custom-posts/). A custom solution is required for the client's specific needs, which is beyond the scope of our support forum. We recommend contacting WPML Contractors for a custom approach (https://wpml.org/contractors/).
Please note that the solution provided might be irrelevant due to being outdated or not applicable to your case. If this is the situation, we encourage you to open a new support ticket. We also 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 you need further assistance, please visit our support forum.
Problem: The client was concerned about a missing 'Flavor' attribute in WooCommerce >> WooCommerce Multilingual > Attributes tab, which was not appearing alongside another attribute 'HS Codes'. Additionally, the client noticed values like '18 left' on the troubleshooting page, which they thought should be '0 left', and was unsure whether to address these.
Solution: We advised the client that if an attribute does not appear under Products -> Attributes in the WordPress dashboard, it will not be visible in the WooCommerce Multilingual -> Attributes tab. To resolve this, the client should manually add the missing 'Flavor' attribute from the product edit screen. However, this will not make it appear in the WooCommerce Multilingual -> Attributes tab. If the client feels that something might be wrong due to the missing attribute, we recommend adding it manually.
For the values like '18 left' seen on the troubleshooting page, these indicate items that may need attention. We suggest the client review each option that does not show '0 left' and press 'Start' to address them.
If the solution provided here is not relevant due to being outdated or not applicable to your case, please open a new support ticket. 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 further assistance is needed, please contact us in the WPML support forum.
Problem: The client was trying to use the 'Translate Everything Automatically' feature in WPML for string translation but encountered an issue where English strings were not being translated automatically on their Dutch website.
Solution: We explained that in 'Translate Everything Automatically' mode, strings that are not in the site's default language will not be automatically translated. Since English is not the default language of the client's site, those strings need to be translated manually. This behavior is expected based on WPML's settings.
Regarding the specific translation issue with the string "Wanneer?", we suggested that it might be related to custom code in the client's Child Theme. We recommended reaching out to the Theme's Author for further assistance if the client wishes to have that text remain untranslated.
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If you're still experiencing issues, 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 problem persists, please open a new support ticket with us.
If you're experiencing this issue, we recommend checking the related known issues and verifying the version of the permanent fix. It's also important to confirm that you have installed the latest versions of themes and plugins. If the solution provided here is irrelevant to your case, either because it's outdated or not applicable, please open a new support ticket. We highly recommend visiting our known issues page for the most current information.
Problem: The client accidentally saved the homepage with "all languages" selected, resulting in the loss of the link between the German and English versions of the page. Solution: We recommended the client to follow the steps outlined in our documentation on how to link already translated pages. Here is the documentation for reference: https://wpml.org/faq/how-to-link-already-translated-pages/.
If the provided solution does not apply to your case, or if it seems 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: https://wpml.org/forums/forum/english-support/.
Problema:
El cliente tiene dificultades para cambiar el idioma en dispositivos móviles en su sitio web. Espera poder cambiar de idioma con un solo clic, pero actualmente necesita hacer varios clics para que el selector de idiomas funcione. Solución:
Si estás experimentando problemas al cambiar de idioma en dispositivos móviles con un solo clic, te recomendamos que limpies las cachés de tu sitio y navegador, ya que esto podría resolver el problema. Además, intenta acceder a tu sitio desde un dispositivo diferente para ver si el problema persiste. Durante nuestra revisión, el cambio de idioma funcionó correctamente con un solo toque, como se muestra en este video: https://drive.google.com/file/d/1_Tdgfl-0K_klHcNXNFBqnZ1NllcrKOAF/view?usp=sharing.
Es posible que esta solución no sea relevante si ya está desactualizada o si no se aplica a tu caso. Si después de seguir estos pasos el problema persiste, te recomendamos que abras un nuevo ticket de soporte. También te sugerimos que revises los problemas conocidos en https://wpml.org/known-issues/, verifiques la versión de la solución permanente y confirmes que has instalado las últimas versiones de temas y plugins. Si necesitas asistencia adicional, no dudes en contactarnos en el foro de soporte de WPML.
Problem: The client is experiencing issues with accessing the editor menu in Bricks Builder on their development site. They encounter a WPML banner with a message indicating the site is registered as a development site and then get redirected back to the Site Dashboard. Additionally, they face a 302 redirect when trying to edit with Bricks, and receive communication errors when pulling in translation data. The Tools and Jobs pages do not load and display errors. The issue was found to be related to a custom function added by a developer that broke the /wp-json endpoint.
Solution:Remove a function that is added from the dev with a script to console log
2. For page titles such as 'Shop' and 'My Account' that are copied from the English language, we advised re-translating those page titles to display the menu labels in the second language.
3. To translate strings like "My Account", we provided the following steps:
1. Go to WPML > Theme and plugins localization > Scan strings in the theme and plugin.
2. Go to WPML > String Translation > Search for the string and translate it.
If the solution provided is not relevant due to being outdated or not applicable to your case, 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. If further assistance is needed, please contact us through the WPML support forum.
Problem: The client is trying to make Search & Filter Pro work with a second language on their website. The filters should capture values from an ACF field, which are translated using WPML String Translation. However, the filters do not recognize the translated values.
Solution: We have investigated the issue and our 2nd Tier Support has provided feedback. The problem arises because while labels can be translated using ACFML filters when calling ACF functions on the front end, the translated values, which are part of post meta, cannot be translated on the front end. Manually adding translated values in the code of the Search and Filter Pro plugin is not recommended, as these values may change upon post translation, leading to mismatches.
We recommend keeping the values common across all languages and translating only the labels. You can set up your ACF fields with a value:label pair and then translate the labels, keeping the values the same. For example:
all : 전체<br />domestic : 국내<br />intl : 국외
This approach ensures that the values remain consistent while the labels are displayed in the correct language to the user.
Please note that this solution might be irrelevant if it's outdated or not applicable to your 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 with us.
Problem: The client wants to display bilingual captions for images attached to posts or pages, with the original language being Japanese and the translated language English. They are using the Justified Image Grid plugin.
Solution: We recommend translating image captions through the Advanced Translation Editor (ATE) while translating the post or page where the image is embedded. If you prefer to translate captions in advance, you can manually translate the image caption directly. Please watch this video for guidance: http://tinyurl.com/2c2nensa
If you encounter issues when trying to translate in the Media Library, ensure it is set to Grid view, not List view. If you still see the image upload field after changing the language, follow these steps: 1. Go to "WPML > Settings > Post Type Translation" and set the Media post type's Translation preference to "Translatable - only show translated items." 2. In "WPML > Settings > Media Translation," select the appropriate options and click the "Apply" button. 3. Edit the default image in the Editor, make a small change to its caption, and update the image. This should copy the image across different languages. 4. Switch the language to verify if the default image is correctly displayed. If it is, update the caption and save the changes.
If the solution provided here is not relevant to your case, because it might be 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: WPML support forum.
Problem: The client is experiencing an issue where the Element Pack Pro Accordion element does not appear in translations. The client provided an XML configuration but the translations still do not appear.
Solution: We noticed that there are some issues with the XML code provided, such as the incorrect definition of the Widget name. To resolve this, we recommend using our WPML Compatibility Test Tools plugin, which simplifies the process of generating the correct XML configuration for custom Elementor widgets. Here are the steps to follow:
Install the WPML Compatibility Test Tools plugin.
Use the tool to generate the XML code for your custom widgets.
Once you have added the correct configuration, you should be able to translate the contents from the Translation Editor.
If the provided solution does not apply to your case, or if it's outdated, 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 assistance, please do not hesitate to open a new support ticket: WPML support forum.
Problem: The client needed to translate the text "CLICK TO ASK A DERMATOLOGIST NOW" visible on AMP pages, which was entered using an HTML tag inside the AMP Plugin.
Solution: We found that the HTML box where the client added the HTML content was not configured to display translated HTML on the frontend. To solve this, we followed the steps in the provided documentation and inserted a specific code snippet into the Footer template of the "Design 2" template used by the AMP for WP plugin. The path to the file is
. After adding the code and translating the button text via String Translation, the text displayed correctly in Spanish on the frontend.
We also advised the client that any updates to the AMP plugin would overwrite these custom changes. To prevent this, we suggested two alternatives: 1) Use the Hook provided by the AMPforWP plugin to append the code to the footer by adding it to the
functions.php
file of the theme. 2) Create a custom footer template within a child theme for the necessary customizations. Both alternatives help ensure that modifications remain intact after plugin updates. For more information on hooks and creating a custom template, we recommended consulting the AMPforWP tutorials:
If the solution provided here is not relevant due to being 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 further assistance is needed, please open a new support ticket.
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