Problem: The client mistakenly used automatic translation credits to translate their website into Chinese (Traditional) instead of Chinese (Simplified), which was the intended target language. The translations in Traditional Chinese are not being used and were generated only due to this language selection error. Solution: We reviewed the issue and calculated the misused credits, which totaled 39,120. We have added these credits back to the client's WPML.org account. Please note that this is not a standard practice as used credits cannot normally be refunded. However, we made an exception in this case to assist the client.
If this solution does not apply to your situation, or if it seems outdated, we recommend checking the related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of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 you still need assistance, please open a new support ticket.
Problem: The client suggested integrating ChatGPT as a new automatic translation tool in WPML to improve translation accuracy compared to other tools like Deepl. Solution: We recommended trying our WPML AI Engine called PTC, which is a hybrid engine combining AI technologies and in-house techniques to enhance translation quality. This engine is specifically fine-tuned for each language pair, curated by linguists and developers, and continuously tested to ensure superior control over translation outputs. Although it is more expensive, the enhanced quality justifies the cost. We encourage you to test the PTC engine and share your feedback with us.
If this solution does not fully address your issue or seems outdated, please check the related known issues, verify the version of the permanent fix, and ensure you have installed the latest versions of themes and plugins. If further assistance is needed, we highly recommend opening a new support ticket or visiting the WPML support forum.
Problem: The client needs a shortcode [sc name="echr"][/sc] to be automatically translatable in the Advanced Translation Editor (ATE) without having to search for it each time, especially when used in page titles. Solution: We explained that the Advanced Translation Editor by default does not display non-visual elements like HTML attributes or shortcodes directly. However, once these shortcode attributes are translated in ATE, they are saved in the translation memory. This means that they do not need to be translated again unless the original content changes. For more details on how ATE handles translations, you can visit the documentation on the main features of the Advanced Translation Editor at ATE Feature.
If this solution does not fully address your issue or seems outdated, we recommend opening a new support ticket. We also advise 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 visit our support forum at WPML Support Forum.
Problem: If you're seeing a red number on the WPML icon in the WordPress top admin-bar that doesn't lead anywhere, it usually indicates pending or stuck translation jobs. Solution: We recommend disabling the 'Translate Everything Automatically' option from WPML >> Translation Dashboard. Then, navigate to WPML >> Translation Dashboard > Translation Jobs tab and cancel any stuck jobs using the trash icon, if present. Afterward, re-enable the 'Translate Everything Automatically' option, clear all types of site/server/CDN cache, and check if the icon issue is resolved. If the problem persists, please add a debug report in the Debug Information box. You can find instructions on how to provide this information here: https://wpml.org/faq/provide-debug-information-faster-support/
If this solution does not apply to your case, or if it seems outdated, 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. Should you need further assistance, please open a new support ticket at WPML support forum.
Problem: The client reported that their website crashed and the German translation pages appeared strange. The hosting provider informed the client that the database was locked due to exceeding the available storage space, and recommended deleting unnecessary data to unlock it. Solution: We advised the client to contact their hosting service for more information about the issue, specifically asking whether any of WPML's database tables, prefixed with
wp_icl
, were causing the database to exceed its storage limits. We also suggested checking if they could log into their site to further diagnose the problem.
If this solution does not resolve your issue, or if it seems outdated or irrelevant 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. Should you need further assistance, please do not hesitate to open a new support ticket at WPML support forum.
Problem: El cliente enfrenta múltiples problemas con las traducciones en su sitio web: las traducciones no se reflejan correctamente en el front, el idioma secundario no muestra la bandera, y ciertos contenidos como el footer y partes de la home no aparecen traducibles o asignables en el idioma catalán. Solution: 1. Para los elementos no registrados como traducibles en Elementor, seguimos los pasos de nuestra guía para registrar elementos personalizados: https://wpml.org/documentation/support/multilingual-tools/registering-custom-elementor-widgets-for-translation/ 2. Las páginas que no aparecen en el menú en catalán estaban en la papelera. Es necesario restaurarlas y asegurarse de que estén publicadas. 3. Para el problema del footer y otros elementos no asignables, recomendamos contactar al soporte del tema para revisar el código y asegurar que las plantillas sean visibles en cada idioma. 4. Si se utilizó Elementor para traducir y no se reflejan los cambios, se debe editar la página en el idioma original haciendo pequeños cambios y luego guardar y actualizar la traducción.
Si esta solución no resuelve tu problema o parece desactualizada, te recomendamos abrir un nuevo ticket de soporte. También es aconsejable revisar los problemas conocidos en https://wpml.org/known-issues/ y confirmar que tienes instaladas las últimas versiones de los temas y plugins. Para más ayuda, visita nuestro foro de soporte en https://wpml.org/es/forums/forum/ayuda-en-espanol/.
Problem: The client is facing issues with translations not saving on their medical website. Solution: We recommend checking the issue by translating directly using the pencil link from the page editor. If the problem persists, please provide the translations so we can investigate further. Additionally, ensure that you have the latest versions of themes and plugins installed. If this solution does not resolve the issue or seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix. If further assistance is needed, please open a new support ticket at WPML support forum.
Problem: The client reported that translations originally created with the Classic Translation Editor (CTE) were unexpectedly opening in the Advanced Translation Editor (ATE), despite the setting to use ATE for older translations being disabled. Solution: We investigated and found that the posts in question had been previously edited using ATE, which caused them to continue opening in ATE. We manually switched the editor for the specific post back to CTE. To prevent this issue, ensure the option 'Use also for old translations created with the Classic Translation Editor' remains unchecked in WPML → Settings. If you encounter similar issues or prefer to use CTE for other posts, please inform us, and we can apply the same adjustment.
Please note that this solution might not apply to your case if it's outdated or not relevant. 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 accidentally set their site to automatic translation, which depleted their translation credits significantly. After attempting to reset by disconnecting, removing, and reinstalling the plugin, the client found they only had a small fraction of their original credits left. Solution: Unfortunately, once translation credits are used, they cannot be restored as they are immediately compensated to the translation engine. More details can be found here: https://wpml.org/faq/can-i-get-a-refund-for-automatic-translation-credits/
If this solution does not apply to your case, or if it seems outdated, we 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 issues persist, please open a new support ticket at WPML support forum.
Problem: If you're experiencing issues with translating content into English using WPML, where updating content in the primary language (Czech) and then switching to ATE results in the content for translation not loading and displaying the message: 'Unable to retrieve job details,' it might be due to the translation job containing no translatable data. This issue could be evident across multiple sites using the WPML plugin. Solution: We recommend checking the .xliff file generated by WPML. If the
<body>
element within the .xliff file is empty and the 'wpml-words-to-translate-count' is '0', it indicates that WPML is unable to extract any translatable content. This could be due to server-side issues rather than a problem with WPML configuration, plugins, or themes. Possible server-side causes include multiple applications of output compression (e.g., zlib.output_compression in PHP combined with server-level gzip/Brotli), modifications by security or performance layers (e.g., WAF, CDN, reverse proxy, or caching layer), or incorrect headers or content encoding (e.g., globally applied 'Content-Encoding: gzip'). To resolve this, contact your hosting provider, explain the issue, and ask them to investigate how responses are encoded and compressed on the server. This step is crucial especially if the issue affects multiple sites, suggesting a shared server configuration problem.
If this solution does not apply to your case, or if it seems outdated, 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. Should the problem persist, please open a new support ticket at WPML support forum for further assistance.
