Problem: The client was experiencing an issue where the 'Thank You' page (order received) was redirecting to the default language (Italian) when using certain payment methods like Stripe and PayPal, but not with bank transfer and cash on delivery. Solution: 1. We replicated the issue in a development environment and found that it occurs when the WooCommerce checkout page is built using Shortcode or the Classic Checkout Block. 2. We suggested using the default Checkout block on the checkout page instead of the "Classic Checkout" block or Shortcode, and provided a video for guidance: https://tinyurl.com/ynkg55k8. 3. We informed the client that our development team was working on a fix. 4. We released an update for the WooCommerce Multilingual plugin (version 5.3.2) that resolved the issue. We advised the client to update to the latest version.
If this solution doesn't look relevant to your situation, please feel free to open a new support ticket here.
Problem: The client is using Events Calendar Pro, Toolset Views, and WPML plugins to create an event directory. The issue arises with AJAX pagination on the Inuktitut language side of the site, where the 'load more' button does not display events in the correct language. Instead of showing the Inuktitut venue names, it displays the English ones.
Solution: We recommend replacing the shortcode used in the Toolset Views template with standard fields. Instead of using the original shortcode:
This change should resolve the issue with the AJAX pagination not displaying the correct language for event venues. Please check and confirm if this solution works for you.
If this solution does not seem relevant to your issue, please do not hesitate to open a new support ticket with us.
Problem: The client is experiencing multiple issues after installing WPML on their WooCommerce site. Some product variations are not showing correctly or are displayed in the wrong order.
Solution: For product variations not syncing or showing incorrectly: - Navigate to WooCommerce > WooCommerce Multilingual > Status > Troubleshooting. - Select the option to sync variable products. - Click on Start. - IMPORTANT: Ensure you back up your database and website before proceeding.
Problem: The client is trying to set up WPML on a site that is not yet in public DNS, using the hosts file of Windows OS. They encountered issues with CRON jobs not running when switching from the staging to the main install, and the solution on the staging site did not work on the main site. Solution: We recommend completing the WPML setup without installing the WPML String Translation plugin first. After that, navigate to Plugins > Add new > Commercial and install WPML String Translation from there. Alternatively, you can manually install it by downloading the plugin from your WPML.org account and then uploading the zip file via Plugins > Add new > Upload. Remember to activate the plugin after installation. If this solution does not seem relevant to your issue, please open a new support ticket with us.
Problem: The client is experiencing an issue with WPML showing an incorrect notification. Solution: If you're experiencing a similar issue where WPML displays an unexpected notification, it might be a false positive due to server caching. We recommend you go to Plugins > Add New > Commercial and click the "check for updates" button. If the page refreshes and WPML still shows as registered, then the notification is likely a false positive and should be resolved once the server cache clears automatically. If this solution doesn't seem relevant to your issue, please open a new support ticket with us.
Problem: The client's main booking widget on the homepage was not translating, despite using String Translation and following the documentation on translating widgets. Solution: We resolved the issue by navigating to WPML -> String Translation -> Auto Register strings for translation -> and selecting "Look for strings while pages are rendered". We recommend you try this method if you're experiencing a similar problem with widget translation.
Problem: The client is experiencing an issue where media files are not being deleted from the upload directory when a post is deleted, regardless of the WPML setting "When deleting a post, delete translations as well". This occurs when the plugin is active and various Media Translation settings are enabled. Additionally, when WPML is deactivated, duplicated items appear in the Media Library.
Solution: We recommend checking the language of each image in the Media Library by changing the language on the top bar with WPML activated. To delete the images, use the Bulk Select option and then delete them. It is crucial to make a backup of the website before deleting the images, as this action is irreversible.
If this solution does not seem relevant to your situation, please open a new support ticket with us for further assistance.
Problem: The client's default language was changed from Hebrew to English after a plugin update, causing URL changes and SEO issues.
Solution: 1. We recommend checking the default language setting in WPML > Languages. If it's set to English, change it back to Hebrew. 2. Be aware that changing the default language will alter the URLs again, which may affect SEO. 3. Continue using WPML SEO to guide Google in indexing multi-language websites correctly. 4. After setting the correct default language, reindex the pages. 5. This should be a one-time issue, and once resolved by setting the correct default language, future SEO problems should not occur.
If this solution does not seem relevant or if further issues arise, please open a new support ticket with us.
Problem: The client is experiencing an issue with Google's tools marking their website with an exclamation mark under "best practices" when the WPML option "Redirect visitors based on browser language only if translations exist" is enabled. The client suspects it's a bug with WPML and is concerned about potential Google penalties.
Solution: We have investigated the issue and determined that it is not related to WPML. It might be due to a missing charset declaration in the website's HTML or HTTP header. We recommend ensuring that the site's encoding is set to UTF-8. For detailed instructions, please check the following documentation:
In some cases, depending on how the website is built, the redirect option may not work properly. If this is the case, we suggest disabling this option.
Problem: The client migrated their website from Siteground to rocket.net, updated the domain to the primary domain, and changed the DNS to point to the new host. They encountered a WPML warning suggesting that the same URL is detected after the migration, causing confusion about which option to select to resolve the issue. Solution: 1. We recommend creating a full website backup before making any changes. 2. After ensuring the backup is complete, select the option "No / I changed the address of the site to this new one" to make the notice disappear. 3. Proceed with the changes as long as you are working from the exact same domain that the notice is referring to.
Problem: If you're trying to convert from Polylang to WPML and encounter a fatal error, it might be due to a Polylang function being called directly in your theme's
functions.php
file. Solution: To resolve this issue, you can either remove the problematic function from your
functions.php
file or wrap it in a conditional statement that checks if the function exists before calling it. Here are some examples of how to implement this check:
Problem: The client needed to change the archive title from 'Press Releases' to 'Comunicados de Imprensa' for a custom post type created with ACF Pro. Solution: We informed the client that it is currently not possible to translate custom post types created with ACF Pro. For more information, please refer to the WPML errata page: Advanced Custom Fields 6.1+ Custom Post Types and Custom Taxonomies Labels Not Translatable Yet.
If this solution does not seem relevant to your issue, please feel free to open a new support ticket in our support forum.
Problem: The client has a tracking form that works on the English version of their website but does not track when the Spanish language is selected. The tracking code in the head tag disappears on the translated Spanish version of the site.
Solution: If you're experiencing a similar issue with tracking code not functioning correctly in all languages on your website, we recommend setting up the tracking code individually for each language. You can use the "wpml_current_language" hook provided by WPML to customize code for different languages. Here's a step-by-step guide:
Problem: The client was unable to download the WPML plugin updates due to an error message stating "Error: you are not allowed to download this file". Despite having a valid subscription, attempts to download the plugin manually or update it via wp-cli or the WP Admin resulted in a PCLZIP_ERR_BAD_FORMAT error. The client had already tried re-registering the site, checking PHP and WP memory limits, and updating other plugins without issues.
Solution: We recommended the client to: 1. Try downloading the plugin from a different browser. 2. Review the recommendations in two support tickets that guide on how to update WPML to the latest versions gradually: - https://wpml.org/forums/topic/update-from-old-version/#post-5762789 - https://wpml.org/forums/topic/updating-an-old-wpml/#post-5032155 3. Create a full website backup before attempting to update. 4. Disable and remove all WPML plugins, then manually download and upload them via the site's backend. 5. We also suggested trying to download from a modified URL with an "/es" prefix. 6. We provided a direct link to the main plugins for the client. 7. We contacted the Systems team to check for any blocks on downloads and confirmed that the issue should be resolved.
If this solution does not seem relevant to your situation, please open a new support ticket with us.
Problem: The client is trying to register WPML on their client's website with their own WPML license, but they are unable to do so because the site is already registered with an expired license. The client cannot remove the site from their WPML account, nor can the customer remove it from theirs. Solution: We contacted our Systems team to remove the old license from the account. After the removal, we instructed the client to generate a new license key for the domain. We asked the client to contact us if they encounter any further issues. If this solution doesn't look relevant to your situation, 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
