Problem: The client needed assistance with installing and integrating WPML on their site and inquired about the possibility of the WPML support team doing it for them, as their own attempts led to errors and they had to deactivate everything. Solution: We informed the client that while we do not perform custom work, we are available to help resolve specific issues and errors. For custom integration, we advised the client to consult our list of recommended contractors at https://wpml.org/contractors/. Additionally, we suggested that the client refer to our Getting Started guides at https://wpml.org/documentation/getting-started-guide/ for guidance on installing and configuring WPML.
Please note that the solution provided might not be applicable to your situation due to being outdated or not relevant to your specific case. If this is the case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and ensuring 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 at our support forum.
Problem: The client is unable to continue translating their website as the backend is endlessly loading, even though the frontend is working fine. Solution: We recommend clearing the site caching, which includes both local and server caching. Additionally, try accessing the backend from a different browser to see if the issue persists. If these steps do not resolve the problem, we suggest checking our related known issues and verifying that you have the latest versions of themes and plugins installed. If the solution provided here is outdated or does not apply to your case, please do not hesitate to open a new support ticket in our support forum.
Problem: The client is unable to load the translation screen for pages/posts despite all server parameters being okay. Solution: We recommend clearing the site caching, which includes both local and server caching. Additionally, we suggest trying to access the translation screen from a different browser. If the issue persists, it may be due to an outdated solution or because it's not applicable to your specific case. In such instances, 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 don't hesitate to open a new support ticket in the WPML support forum.
Problem: The client is experiencing issues with the menu not being displayed in English, as well as the text of the slider images and widget images. Additionally, the footer and posts integrated through the service grid element are not displayed in English on the English pages.
Upon further inspection, we confirmed that: 1. The menu is correctly translated into the English version. 2. The footer also appears correctly in English, although it may require style adjustments.
We asked the client if they needed assistance with adjusting the footer style or if there were still issues with the menu display.
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. If further assistance is needed, please contact us in the WPML support forum.
Problem: The client's website default language changed to English, although it was set to German in WPML settings. The URLs were displaying in English instead of German.
Solution: 1. We asked the client to check if the issue was still occurring. 2. We provided steps to fix the translation for 'produkt' and to translate the 'Gerbstoffe' category to all languages: - Navigate to the WooCommerce Multilingual slugs settings page and correct the translation for 'produkt'. - Go to the product category translation section and ensure 'Gerbstoffe' is translated into all languages. - After making these changes, double-check if the issue is resolved by re-saving the permalinks. 3. We confirmed that the issue was fixed after translating the product-category slugs and re-saving the permalinks.
Please note that this solution might not apply to your situation if it's outdated or not relevant 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 problem persists, please open a new support ticket.
Problem: The client needs assistance on how to open the chat for support with the WPML support team. Solution: We explained that to initiate a live chat session, the client should attempt to open a new support ticket. If a supporter is available, the live chat option will automatically be offered. We provided a link to the WPML support forum where the client can follow the steps to report a new issue and potentially start a chat: https://wpml.org/forums/forum/english-support/.
Please note that the solution provided might be outdated or not applicable to your specific 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 unable to load the Advanced Translation Editor (ATE) to translate a blog post. Despite trying to cancel the job, edit the original English post, and clear various caches, the ATE was still not loading. Solution: 1. We informed the client that the Advanced Translation Editor had a new design and updates released. We asked the client to check if the issue persisted after the update. 2. We suggested the client clear their browser cache, log out of the website, and then log back in to see if this resolved the issue.
If you're experiencing a similar issue with the Advanced Translation Editor, we recommend you: - Check for any updates to the ATE and apply them. - Clear your browser cache. - Log out and then log back into your website.
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, 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 with us.
Problem: The client is experiencing an issue with translating a Contact Form 7 form using WPML. The form includes a dynamic hidden field to capture the page title, which works in the original language but not in the translated Italian version. Solution: 1. Navigate to Contact -> Contact Forms. 2. Use the top admin bar to switch the language. 3. Edit the translated form. 4. Add the dynamic hidden field:
5. Update the translated form. After completing these steps, verify if the translated form correctly captures the page title.
If this solution does not apply to your situation, or if it's 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. For further assistance, please visit our support forum.
Problem: The client is unable to see the translation boxes in the Advanced Translator. Solution: We recommend trying to use a different browser or clearing the browser cache to see if the issue resolves.
If the problem persists, we suggest checking the related known issues and verifying that you have the latest versions of themes and plugins installed. If the solution provided here is outdated or does not apply to your case, please do not hesitate to open a new support ticket for further assistance.
Problem: The client was experiencing issues with WPML's Advanced Translation Editor (ATE) not being activated and errors when trying to use automatic translation. Despite following previous instructions, the problem persisted, and the client also encountered an error message when attempting to connect with WPML support.
Solution: 1) We asked the client to share the top three errors from the ATE error logs found under WPML->Support to better understand the issue. 2) We suggested unregistering and then re-registering the site from the WPML.ORG account: - Unregister: https://wpml.org/faq/install-wpml/#unregister
- Register: strong>https://wpml.org/faq/install-wpml/#register 3) We recommended checking the "Installer Log" under WPML -> Support to ensure the subscription was working correctly. 4) We advised the client to ensure WPML is not blocked by a firewall and to whitelist the following domains:
5) After gaining temporary access to the client's site, we checked the WPML -> Settings and confirmed that the previous issue was resolved. We then asked the client to try completing a translation to see if the issue was fixed.
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 the issue persists, please open a new support ticket with us: strong>https://wpml.org/forums/forum/english-support/
Problem:
The client wants to delete all English translations and their duplicated media to start fresh translations as the site has completely changed. Solution:
If you're looking to delete all translations in a specific language and start over, we recommend removing the language from your website. This action will delete all existing content in that language from your site's database. Here are the steps to follow:
1. Ensure you have a full backup of your database before making any changes.
2. Visit the WPML documentation on Deleting Languages and Plugin Data by Doing a WPML Reset on Your Site.
3. Follow the instructions to remove the secondary language and all existing translations.
4. After removing the language, you can reactivate English on your site.
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If after checking the related known issues at https://wpml.org/known-issues/ and confirming that you have the latest versions of themes and plugins, the problem persists, we highly recommend opening a new support ticket. For further assistance, please visit our support forum.
Problem: The client was unable to translate ticket descriptions for recurring events using the Events Manager plugin, despite the plugin being marked as compatible with WPML. The issue persisted for years, and previous workarounds suggested by the WPML support team were not effective, especially after plugin updates.
Solution: We have identified a workaround for the issue with translating recurring event tickets in the Events Manager plugin. Our compatibility team has also reached out to the plugin author to discuss integrating this fix permanently. To resolve the issue, please follow the steps provided in the Errata:
We have tested this workaround and confirmed that it allows tickets for recurring events to display correctly in translated versions. If you're experiencing this issue, we recommend you try implementing the workaround provided.
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If the workaround 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 do not hesitate to open a new support ticket. You can do so by visiting the WPML support forum.
Problem: The client is using WPML with WooCommerce and is facing an issue where the 'My Account' page is translated into Arabic, but the subpages like 'My Orders' are not translated and remain in English. Solution: Updating the plugins.
Problem: The client was experiencing an issue where, after completing a translation using the Advanced Translation Editor, the status icon would continue to spin indefinitely, and the completed translation would not reflect on the public site.
Solution: First, we asked the client to provide their Automatic Translation account ID from WPML > Support > Troubleshooting. Then, we requested the client's site credentials to investigate the issue without deactivating plugins or changing the theme.
Upon review, we found that the UUID on the client's site did not match the one on our server. We updated the UUID on the client's site to resolve the issue. We also advised the client to go to WPML > Translation Management > Jobs tab, cancel the job, and re-translate the page with the Advanced Translation Editor to ensure everything is in sync.
If you're experiencing a similar issue, we recommend checking your Automatic Translation account ID and ensuring that your site's UUID matches the one on our server. If you're unsure how to proceed or if the problem persists, please don't hesitate to 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 the solution provided here is outdated or not applicable to your case, please contact us for further assistance by opening a new support ticket in the WPML support forum.
Problem: The user is creating a custom plugin, there is an issue with the translation rendering on the WooCommerce checkout page. Initially, they're successfully displaying translated text using WPML. However, upon executing certain actions and filters, the page undergoes a re-rendering process, causing the translated text from the code snippets below to disappear, and the original text is displayed instead.
Solution: We restored the client's site on our localhost and identified the issue. We then updated the WPML plugins to the latest versions: WPML 4.6.10 and String Translation 3.2.11, which resolved the problem. We recommend the client to update their WPML plugins by navigating to Plugins > Add new > Commercial tab > Check for updates.
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 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.
This page includes support tickets that are resolved and documented. Looking for tickets that are “in progress”? Visit the complete support tickets archive
