Problem: The client was facing an issue where the language dropdown menu stopped working after making changes. Solution: We recommended the client to clear all forms of caching, which includes local caching from any caching plugins, server caching, and CDN caching. This is because the problem might be related to cache issues. After clearing the cache, we asked the client to inform us about the outcome.
If the solution provided here does not resolve your issue or seems irrelevant due to being outdated or not applicable to your case, we encourage you to open a new support ticket.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 on the WPML support forum.
Problem: The client asked if they can delete the OTGS Installer plugin after using it. Solution: We informed the client that the OTGS Installer is a helper plugin designed to facilitate the installation of our products. We confirmed that it is safe to remove the plugin once it has served its purpose. For more information about what the OTGS Installer does, we provided a link to our documentation: OTGS Installer documentation.
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If you're still encountering 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 do not hesitate to open a new support ticket with us.
Problem: The client wants to disable the WPML WooCommerce Multilingual & Multicurrency plugin and is unsure how to proceed. Solution: If you're experiencing the same issue and wish to disable the WPML WooCommerce Multilingual & Multicurrency plugin, we recommend the following steps: 1. Go to your site's backend. 2. Navigate to the 'Plugins' section. 3. Locate the WPML WooCommerce Multilingual & Multicurrency plugin. 4. Click 'Disable' to deactivate the plugin. 5. If you also want to remove the plugin completely, click 'Delete' after deactivating it.
Please note that this solution might not be relevant if it's outdated or not applicable to your case.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 is trying to translate a page to Traditional Chinese, which is created using a plugin. The client is unsure how to proceed with the translation.
Solution: We recommend checking if the plugin used to create the page is 'WP Team Display', as suggested by the debug information. Since the plugin is not listed on our compatibility list, it's best to contact the plugin author for more information. Meanwhile, we suggest the following steps:
1. If the plugin introduces custom post types, set them as translatable in WPML by following this guide: Translating Custom Posts.
Please note that the solution provided 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.
Problem: The client has an English and Arabic site and is facing an issue where the custom post type name on the Arabic site does not translate. The custom post types were registered via
functions.php
and were not appearing in the WPML String Translation.
Solution: If you're experiencing an issue with translating custom post type names, we recommend the following steps: 1. Navigate to WPML > String Translation and scroll down to the bottom of the page. Look for a checkbox labeled "Look for strings while pages are rendered" and enable it. Then, visit the front end of the page where the string should appear and return to WPML > String Translation to search for the string. 2. If the string is not found in WPML > String Translation, it might be registered as an admin text. Follow the process outlined in our documentation to find and translate admin text strings: https://wpml.org/documentation/getting-started-guide/string-translation/finding-strings-that-dont-appear-on-the-string-translation-page/
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 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: https://wpml.org/forums/forum/english-support/
Problem: The client's default website language is Arabic, but they have set their user profile to English to manage the dashboard in English. However, Elementor modules and settings are displaying in Arabic instead of English, despite the user profile language setting. Additionally, there was an issue with .mo files generation due to a non-writable folder. Solution: 1. We directed the client to an existing support ticket that explains how to change the default behavior when Elementor defaults to the admin language in the editor: https://wpml.org/forums/topic/elementor-defaults-to-not-the-admin-language-in-the-editor/. 2. We advised the client to remove specific files related to Elementor from the "plugins" folder located at "wp-content/languages/plugins/" instead of renaming the main "languages" folder, as this could affect other functionalities. The exact files to remove were mentioned in another support ticket: https://wpml.org/forums/topic/elementor-editor-interface-with-wpml/#post-9863547.
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 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 with us.
Problem: The client is using DeepL to translate pages via WPML and wants to connect it to their company DeepL account where they have customized translations for certain words. They are also looking for a way to upload the Dictionary to the WPML Glossary in bulk. Solution: We currently do not offer the option to connect a personal DeepL account to WPML or to bulk import a glossary. We understand the importance of this feature and have taken the feedback into consideration for future updates, but we cannot guarantee if or when this feature will be implemented. To create a glossary, the client must add entries one by one following our documentation: How to create and manage glossary entries Alternatively, glossaries can be shared between sites by sharing the automatic translation account: Automatic translation subscription for multiple sites
If this solution does not apply to your situation, or if it seems outdated, 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. For further assistance, please contact us in the WPML support forum: WPML support forum.
Problem: The client had previously installed WPML on a site and then decided not to translate it. They manually deleted WPML plugins and dropped all icl tables from the database, which is not the correct way to uninstall WPML. After a redesign, they noticed that there were four copies of every single image in the media library. Reinstalling WPML did not recreate the database tables, and the site experienced crashes. Solution: 1. We provided a link to our documentation on how to properly delete content and uninstall WPML: WPML reset documentation. 2. Since the icl tables were already deleted, we mentioned that there's no direct way to remove the duplicate images through WPML. 3. We suggested using a third-party plugin, such as Media Cleaner, to help with removing the unnecessary images.
Please note that this solution might be irrelevant due to being outdated or not applicable to your case. If this is the 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 you still need assistance, please open a new support ticket. Contact WPML support.
Problem: The client was unable to edit product variations for other languages when using 'WooCommerce Multilingual & Multicurrency' with WPML.
Solution: We advised the client that product fields are synchronized with the default product field and should not be edited manually if they have been translated using the WPML Editor. If the client needs to assign and update product variations, they should do so on the default product, and the translated products will automatically inherit these variations. After adding the variations to the default product, they should save the changes and update the translation. If variations are not showing correctly in the translation, we recommended not deactivating the plugin as a solution but instead following these steps:
1. Disable the payment gateway. 2. Update the ticket with the results.
If the provided solution does not apply or is outdated, or if the client is still experiencing issues, 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 the latest versions of themes and plugins are installed.
Problem: The client was trying to update links in a post to correctly point to the French version when the post is read in French. However, after updating the links manually in French, the English links redirected to the French links instead of the corresponding English ones. Solution: 1. We suggested that the client review an existing support ticket that might contain relevant information for their issue: https://wpml.org/forums/topic/update-links-in-translated-text/#post-13568591. 2. We advised the client to open the "Advanced Translation Editor" and search for "HTTP" to find and translate the links. For more detailed instructions, we provided a link to our documentation: https://wpml.org/faq/how-to-translate-urls-shortcodes-and-html-attributes-using-the-advanced-translation-editor/.
If the solution provided 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.
Problem: The client is trying to translate the hover text of some buttons and call to action elements on a DIVI website from Italian to German and English, but the field to insert the translation does not appear in the WPML translation editor.
Solution: First, we asked the client to confirm how they were translating the content and whether the hover text appeared in the WPML translation editor. Since the fields were not compatible, we requested access to the site to make them compatible and to send the case to our team for updating the compatibility file. We suspected that the field might be new or recent, which is why it wasn't compatible yet.
We then provided the client with a code snippet to add to the WPML configuration file to allow HTML in certain fields of the DIVI 'call to action' module. The client was instructed to add the module that wasn't translating correctly to a draft page and send it for translation again through WPML > Translation Management after applying the code.
If the solution provided here is not relevant to your case, because it might be outdated or not applicable, 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 was experiencing an issue where manually translated content in Cornerstone was overwriting content on the secondary language.
Solution: We advised the client to update all outdated plugins and themes, especially WPML-related plugins. To update WPML plugins, the client needed to: 1. Go to the 'Commercial' tab in the 'Add New' section of the 'Plugins' menu. 2. Unregister WPML from the site if the registration key didn't match. 3. Remove the actual site from their WPML account. 4. Register the site again with the correct key. After updating the plugins, we asked the client to check if the issue persisted by creating a new test page. When the issue was still present, we requested authorization to run tests and eventually escalated the issue to our 2nd tier support team.
Please note that this solution might be 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 necessary, please open a new support ticket for further assistance.
Problem: The client is new to WPML and is facing an issue where right sidebar widgets are appearing on the homepage of the Chinese translation, and they are unsure how to suppress this. Solution: We recommend checking the widget settings in the WordPress admin area. There might be an option that controls the display of widgets on translated pages. We provided a screenshot to the client showing where this option can be found in the admin area.
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 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 need further assistance, please visit our support forum.
Problem: The client was unable to translate the Divi theme's Global Header and Global Footer using WPML. When attempting to add these items to the Translation queue, the queue remained empty with the Classic Translation Editor, and a critical error occurred with the Advanced Translation Editor. Solution: We checked the issue and discovered that some WPML tables in the database were missing keys, such as
wp_icl_translate
and
wp_icl_translate_job
. We manually created the missing keys for the client. We then asked the client to try translating the templates again to see if the problem was resolved.
If you're experiencing similar issues with translating Divi's Global Header and Global Footer, we recommend checking your database for missing keys in WPML tables and creating them if necessary. However, 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 you still need assistance, please open a new support ticket.
Problema: El cliente no pudo sincronizar su menú existente y también encontró que la plantilla de su tema no estaba traducida. Solución: Primero, revisamos el menú del cliente y descubrimos que el problema se debía a que se habían incluido enlaces personalizados para las Categorías en el Menú, en lugar de agregar directamente las Categorías de Productos. Para resolver esto, insertamos las Categorías de Productos en el Menú y sincronizamos el menú. Esto actualizó correctamente las Categorías en el menú en otros idiomas de acuerdo con sus traducciones. Si estás experimentando este problema, te recomendamos que intentes agregar las Categorías de Productos directamente en tu menú y luego sincronizar el menú para asegurarte de que se actualicen en todos los idiomas.
Es posible que esta solución no sea relevante para tu caso si es que está desactualizada o simplemente no se aplica a tu situación. Si es así, te sugerimos abrir un nuevo ticket de soporte. También te recomendamos encarecidamente que revises los problemas conocidos, verifiques la versión de la solución permanente y confirmes que has instalado las últimas versiones de temas y plugins.
This page includes support tickets that are resolved and documented. Looking for tickets that are “in progress”? Visit the complete support tickets archive
