Problem: The client was trying to set up automatic renewal for their WPML Agency subscription but was concerned about being charged a higher fee than expected. Solution: We informed the client that they have a special Agency subscription pricing of $59/year, which is a loyalty offer and the lowest possible renewal fee. This offer is no longer available for new contracts, and we advised the client to keep automatic renewals enabled to maintain this special rate. If the subscription is canceled, the client would have to renew at the current rates. Upon further communication, it appeared that the client had accidentally canceled their subscription. We asked the client to try re-enabling automatic renewals and informed them that we would check if the renewal at $59 was processed correctly. After the client followed the instructions, we confirmed that the payment went through at the previous pricing. We apologized for any inconvenience caused. If the solution provided here is not relevant to your case, either because it's outdated or it doesn't apply to your situation, we recommend that you check the related known issues, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins. If you still need assistance, please open a new support ticket.
Problem: If you're experiencing issues with the Language switcher block in the header not displaying the arrow and the dropdown menu items being always visible, it might be due to a theme conflict or a JavaScript problem.
Solution: First, ensure you are using the latest version of the WPML plugin. If the problem persists, try the following steps: 1. Test the language switcher on a new template to see if it functions correctly. 2. If the issue remains, it could be related to a conflict with your theme's JavaScript. Contact the theme's support for assistance in identifying the conflicting script. 3. As a workaround, consider adding a custom language switcher as explained in our documentation here, or try using the menu language switcher, which you can find here. 4. Alternatively, you can test the WPML 4.6.10 beta1 to see if the issue is resolved.
Problem: The client was unable to update WPML because the site appeared unregistered, and attempts to re-register resulted in an 'Unable to parse data from service response' error. Solution: We recommended checking if the site or server's Firewall was blocking access to essential endpoints by following the instructions in this documentation: https://wpml.org/forums/topic/cannot-register-wpml-license-key-unable-to-parse-data-from-service-response/#post-14035759. If the problem persisted, we advised going to 'Dashboard -> Updates' and clicking the 'Check again' button.
The client's server administrator identified that the issue was related to the 'User-Agent: WordPress/6.4.3;' header in the request.
Please note that the solution provided might be irrelevant due to being 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 you still need assistance, please open a new support ticket in the WPML support forum.
Problem: The client's site is based on "FR" (French), and menus for language variants like "FR-BE" (French Belgium) or "FR-LU" (French Luxembourg) were not displaying in the Elementor header, while menus for other languages such as "EN-GB" (English Great Britain) were functioning correctly. Solution: We found that for the menus to display correctly, the pages must be translated or duplicated in the respective languages. Here are the steps we took to resolve the issue: 1. Translated/Duplicated the necessary pages into French (BE) and French (LU). 2. Navigated to WPML >> WP Menu Sync page and synchronized the Header menu. After these steps, the menus started to appear correctly. We asked the client to confirm if the issue was resolved.
Please note that this solution might not apply to your situation if it's outdated or not relevant to your case. If you're experiencing a similar issue and the provided solution does not help, 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.
Problem: The client was unable to translate custom field labels into other languages on their website when using the My Listing theme. Solution: We provided a workaround for translating the label in the frontend. The steps are as follows: 1. Navigate to Listing Types > Edit a listing type > Single Page > Content and Tabs. 2. Use the WordPress editor to manually translate the listing type and listing posts, setting up the label in German and other languages. Additionally, we recommended checking the 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 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 contact us on the WPML support forum: https://wpml.org/forums/forum/english-support/.
Problem: The client wants to submit articles in Japanese and then translate them into English manually or automatically. After that, they wish to have the English translation machine translated into Chinese and German. Solution: First, translate the post from Japanese to English using WPML > Translation Management. This can be done either manually or automatically. Once the English translation is ready, you can then manually send the post for translation from English to German or Chinese. In the Advanced Translation Editor (ATE), you can use the automatic translation feature to translate the content from English to German/Chinese automatically or manually.
Please note that the solution provided might not be applicable if it's outdated or not relevant to your specific case. 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 open a new support ticket with us.
Problem: The client received an automated email from WordPress indicating a fatal error caused by the WPML Multilingual CMS plugin. The error was related to a missing class in the file
Solution: 1. We asked the client if they could replicate the error and to provide debug information using the guide at http://wpml.org/faq/provide-debug-information-faster-support/. 2. We advised the client to update the WPML plugin and its add-ons to the latest version, which at the time was 4.6.10, to address the issue. The latest versions can be found under "My Account -> Downloads" on the WPML site. For update instructions, the client was referred to http://wpml.org/faq/install-wpml/. We also reminded the client to back up their database before proceeding with the update. 3. If the problem persists after the update, we requested the client to inform us.
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 necessary, do not hesitate to open a new support ticket at WPML support forum.
Problem: The client is using ACF Pro on a multilingual website (English & Arabic) and is encountering an issue where creating a new field causes existing fields to lock automatically. As a result, the client is unable to change the values in Arabic fields, which instead copy the English values. Solution: If you're experiencing locked fields in ACF Pro when working with multilingual content, we recommend you try the following steps: 1. Visit the provided support forum link where a similar issue has been addressed: https://wpml.org/forums/topic/how-to-unlock-acf-custom-fields-in-translations/
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 assistance, please do not hesitate to open a new support ticket with us.
Problem: The client was experiencing issues with missing blocks of Advanced Custom Fields (ACF) content on the German pages. Although translations were visible in the WPML editor, they were not appearing in the WordPress editor.
Solution: We reviewed the WPML->Settings->Custom XML configuration and found conflicting XML settings. We removed most of the conflicting XML, which should resolve the issue. We also noticed that the Flexible Sections field was set to 'Same fields across languages', which should allow for translation without additional settings. We suggested that the client create a sample test page or duplicate the homepage to see if the problem persists on new pages.
If you're experiencing similar issues, we recommend checking your WPML->Settings->Custom XML configuration for any conflicts and ensuring that your fields are set correctly for translation. If the problem continues, try creating a new test page or duplicating an existing page to check if the issue is resolved.
Please note that this solution 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 necessary, please open a new support ticket for further assistance.
Problem: The client needs to exclude certain pages from appearing in the menus of the translated versions of their website in specific languages. Solution: We recommend manually editing the menus for each language: 1. Navigate to Appearance -> Menus. 2. Use the language switcher to select the secondary language for the menu. 3. If the menu is already synchronized, it will display a pencil icon; if it is not, it will show a '+' icon. 4. Click on the icon to switch to that language's menu and make the necessary modifications. Please note that if you manually modify the menus and then perform menu synchronization again, your manual changes may be lost. Therefore, it's important to use manual modifications with caution. For more detailed instructions, please refer to our documentation on translating menus.
If this solution does not apply to your case, or if it seems 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. Should you need further assistance, please do not hesitate to open a new support ticket in our support forum.
Problem: The client was trying to use the auto-translate feature to translate their website's content, including custom post types like "building". They expected internal links to be fully translated, including the custom post type slugs. However, the slug for a specific custom post type was not being translated correctly in the links.
Solution: 1. The client resolved the issue by changing the "original" language of their custom post types to Spanish, which is the main language of their website. 2. They then reset the permalink structure, which resulted in the internal links being properly translated.
We also recommended: - Ensuring that linked pages are translated and published. - Editing and saving the original page with the links, then updating its translations. - Navigating to WPML > Settings and using the "Scan Now and adjust links" button in the "Translate Link Targets" area. - Updating WPML and String Translation plugins to the latest versions for bug fixes and enhancements.
If you're experiencing a similar issue and the solution provided here is not applicable or outdated, 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 problem persists, please open a new support ticket with us.
Problem: The client is experiencing an issue with WooCommerce Multilingual (WCML) where a warning notification for compatibility of the WCML plugin persists, despite the plugin being updated to version 5.3.5. The notification suggests that 'WCML 5.2.1 and below requires compatibility mode to work', and an 'enable compatibility mode' button appears, which is unnecessary for the updated version and is already enabled.
Solution: We recommend taking a full backup of the site and database, then deleting the option 'wpml_notices' from the 'wp_options' table in the database. After deleting this option, the notice should be removed. If the option reappears and the notice message is still present, we advise contacting the hosting support for further assistance.
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 personalized assistance.
Problem: The client was experiencing issues with translating the cart and checkout pages created with the Divi Theme Builder. While other templates were translating correctly, the cart and checkout pages were not displaying as expected in the translated language.
Solution: 1. We requested temporary admin access to the client's site to investigate the issue. 2. We suspected that the problem might be due to the absence of the WooCommerce Multilingual (WCML) add-on. 3. We asked for the client's permission to duplicate the site using the "Duplicator" plugin for local testing, ensuring that the client created a full backup of their website first. 4. After the client set up a staging site, we confirmed successful login and began our investigation. 5. We discovered that the issue was indeed related to not using the WCML plugin. We also updated the WPML plugins to the latest versions. 6. After installing and configuring the WCML plugin and updating WPML plugins, the cart and checkout templates displayed correctly.
If the solution provided here does not resolve your issue or seems irrelevant 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 you still need assistance, please do not hesitate to open a new support ticket. You can reach our support forum here.
Problem: If you're experiencing missing sections when translating the footer using the 'Translate myself' feature, and these sections are absent from the final translation result when switching languages. Solution: First, ensure that the menus or sections you're trying to translate are indeed translated. For example, if the 'Quick Links' section in the footer is missing, check if it's translated by going to the WordPress menu section:
If the provided solution does not apply to your case, or if it's outdated, we encourage you to open 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 in the WPML support forum.
Problem: The client is unable to install the 'WPML Multilingual CMS' plugin on their new website built with Elementor because they receive an error message stating that the destination folder already exists. This is likely due to the WPML plugin being previously installed via IONOS on a different WordPress account, causing a conflict when trying to install it on the new site.
Solution: We recommend checking the 'Plugins' tab in the WordPress backend to see if WPML is already installed but not active. If the plugin is present, it should be activated from there. If the client wishes to reinstall the plugin, they should first remove the existing 'sitepress-multilingual-cms' folder from the 'wp-content/plugins' directory. This can be done through the hosting panel's file manager, by installing a compatible 'File manager' plugin, or by connecting via FTP/SFTP to delete the folder. After removing the folder, the client should be able to install WPML without encountering the error.
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 you still need assistance, please open a new support ticket.
This page includes support tickets that are resolved and documented. Looking for tickets that are “in progress”? Visit the complete support tickets archive
