Problem: I am trying to pay an invoice after receiving an email about a payment failure for WPML's automatic translation. Solution: We recommend checking it in WPML → Translation Management → Tools.
If you're still unable to locate or access your invoice, it might be due to a temporary issue or a specific account-related problem.
If the issue persists, please open a new support ticket at WPML support forum for further assistance.
Problem: The client is confused about where credits are assigned after moving their website, possibly creating a copy instead of a staging site. Solution: If you're experiencing issues with credit assignment after moving your site, it's important to ensure that you select the correct options during the setup. When creating a staging site, always choose the option 'a copy' when moving the live site to staging. This allows you to link your staging site and use the same credits. For more detailed instructions, please visit Automatic Translation Subscription for Multiple Sites.
If this solution does not apply to your case, or if it seems outdated, we highly recommend checking related known issues at WPML Known Issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If issues persist, please do not hesitate to open a new support ticket at WPML Support Forum for further assistance.
Problem:
Client was having problems finding the correct/missing invoices.
Solution:
Our team checked and provided the relevant invoices directly to the client via email.
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 do not hesitate to open a new support ticket with us for further assistance at WPML support forum.
Problem: Die Credits-Anzeige auf der Webseite med-learninghub.net stimmt nicht mit der Anzeige im WPML-Account überein und es fehlen Credits. Solution: Wenn du feststellst, dass die Credits-Anzeige auf deiner Webseite nicht korrekt ist, empfehlen wir folgende Schritte: 1) Besuche https://wpml.org/de/account/websites/ 2) Wenn die Site URL bereits registriert ist, lösche sie aus der Liste. 3) Trage die Site URL erneut ein, um einen neuen Site Key zu erstellen. 4) Klicke auf "Show key" und kopiere diesen. 5) Trage den Key unter Plugins > Installieren > Kommerziell (Tab) ein, um WPML erneut zu registrieren. Sollte WPML hier noch registriert sein, entregistriere es zuerst. Wenn das Problem mit den Credits weiterhin besteht, empfehlen wir, einen neuen Support-Ticket zu öffnen. Wir empfehlen auch, die bekannten Probleme zu überprüfen, die Version der dauerhaften Lösung zu verifizieren und zu bestätigen, dass du die neuesten Versionen von Themes und Plugins installiert hast. Kontaktiere uns hier, wenn du weitere Unterstützung benötigst.
Problem: Your site cannot communicate with https://api.wpml.org/ anymore, showing a Code 403 error. Solution: If you're experiencing this issue, we recommend you try the following steps: 1. Log in to your WPML.org account and navigate to the Sites page. 2. Delete the existing site key. 3. Log in to your site, go to the Dashboard >> Plugins >> Add new >> Commercial tab and click the Unregister WPML from this site link if it exists. 4. Click the Register WPML link. 5. Click the Get a key for this site link to generate a new key. 6. Copy the new key, paste it into the input box, and press the Register button. If this solution does not resolve the issue or seems irrelevant due to being outdated or not applicable to your case, please 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. For further assistance, you can also contact us directly through the WPML support forum.
Problema: El cliente encontró que sus correos con el soporte de WPML son accesibles públicamente en internet. Solución: Confirmamos que los tickets anteriores del cliente han sido archivados y este ticket está marcado como "privado". Si estás experimentando este problema, te recomendamos verificar la configuración de privacidad de tus tickets en nuestra plataforma.
Problem: The client is unable to update any of the WPML plugins after connecting two websites with a migration code. Solution: If you're experiencing this issue, we recommend you try the following steps: 1. Please take a backup of your site first for safety reasons. 2. Go to the Plugins >> Add New plugin page, click the Commercial tab, and then click the "Check for updates" button, select the plugins, and press the Download button. If the issue persists, please delete the existing site key and create a new one by following these steps: 1. Please login to your WPML.org account and go to the Sites page: https://wpml.org/account/sites/ 2. Delete the existing site key. 3. Please login to your site and go to the Dashboard >> Plugins >> Add new > Commercial tab and click the Unregister WPML from this site link if that link exists. 4. Then please click the Register WPML link. 5. Click the Get a key for this site link. 6. It will generate the Key for your site. 7. Copy the key, and paste it back into the input box, and press the Register button. 8. Please try to update the WPML plugins.
If this solution does not resolve your issue, it might be outdated or not applicable to your specific case. 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 help, please open a new support ticket at WPML support forum.
Problem: The client is unable to pay their outstanding debt on their WordPress site using WPML's Translation Management Tools. After attempting to activate the 'pay-as-you-go' feature and entering credit card details, an error occurs, and no unpaid invoices are visible under the 'Invoices' tab. Solution: We recommend the following steps to resolve the issue: 1. Ensure that all details entered for the payment are correct, including credit card information. 2. Clear the browser cache and cookies, then try the payment process again. 3. Check if there are any restrictions on the credit card that might be preventing the transaction. 4. If the problem persists, please provide us with a screenshot of the error using the 'upload an image' feature below the comment section on the support page.
If this solution does not resolve the issue or seems irrelevant due to being outdated or not applicable to your case, 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. Additionally, you can open a new support ticket for further assistance at WPML support forum.
Problem: The client is unable to renew the existing WPML subscription that was transferred to them. Instead, the system prompts them to start from scratch and choose a new account type with all licenses. Solution: We recommend that the client should email hello@wpml.org again, providing a detailed explanation of the issue. We will contact our team to ensure that additional assistance is provided.
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. 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 at WPML support forum.
Problem: The client is unable to connect the site with the same payment method for automatic translation, despite following previous support instructions. Solution: We recommend following the steps outlined in our documentation on how to connect your sites for automatic translation. You can find the detailed guide here: Automatic Translation Subscription for Multiple Sites. If you encounter any issues during the process, please provide us with details and screenshots to better assist you.
Please note that this solution might be irrelevant if it's outdated or not applicable to your specific case. 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 problem persists, we encourage you to open a new support ticket for further assistance. You can do so here: WPML Support Forum.
Problem: The client needed clarification on their WPML billing method, specifically regarding the Pay-As-You-Go subscription, yearly renewal costs, and the assignment of credits across different sites. Solution: We explained that the WPML account renews automatically each year at a discounted rate. The Pay-As-You-Go subscription for Automatic Translation does not have a monthly fee and charges are based on the translation credits used. The first 2,000 credits each month are free, and additional credits are charged according to the pricing table. Unused credits do not carry over to the next month. Payments are processed via Stripe, and WPML does not store credit card information. For sites not using Pay-As-You-Go, credits can be added and do not expire. If credits are assigned to a site using Pay-As-You-Go, they will be used first.
For the specific issue with siteofwonder.de not connecting with the same payment method, we have created a separate support ticket to gather more information and assist further. You can follow the progress here.
If this solution does not resolve your issue or seems outdated, please 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. We highly recommend opening a new support ticket if needed.
