Skip to content Skip to sidebar

Home › Support › English Support › [Resolved] Big problem with credit an automatic translation

[Resolved] Big problem with credit an automatic translation

This thread is resolved. Here is a description of the problem and solution.

Problem:
The client reported an issue with WPML where they were charged $170 for automatic translations of already translated products. The client also experienced random changes in the admin language and issues with taxonomy translations not being considered in credit calculations.
Solution:
We investigated the issue and identified it as a bug unrelated to Automatic Translation Editor (ATE). As a temporary workaround, we recommended the client to uncheck the 'Don't show translated taxonomies in Translation Editor' option in WPML > Settings. For the overcharged credits, we offered a refund of 10,000,000 credits to the client's WPML.org account. Additionally, we escalated the bug for a permanent fix in future WPML versions. For further issues, we opened separate support tickets to address them specifically.

If this solution does not resolve your issue or seems outdated, we recommend opening a new support ticket.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 https://wpml.org/forums/.

This is the technical support forum for WPML - the multilingual WordPress plugin.

Everyone can read, but only WPML clients can post here. WPML team is replying on the forum 6 days per week, 22 hours per day.

Tagged: 

This topic contains 2 replies, has 0 voices.

Last updated by Dražen 1 week, 4 days ago.

Assisted by: Dražen.

Author Posts
April 9, 2025 at 1:56 pm #16914227

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+01:00)

Hello,

Thanks for the patience, I have checked and escalated this to our 2nd tier to check and advise further.

I will update when I have some news.

Regards,
Drazen
April 16, 2025 at 6:03 am #16936736

nicolasF-24

Hi Drazen,
I made some new tests on my side
The problem appears as soon as I uncheck the checkbox in attachment
It's also responsible of the admin language changing randomly
As soon as I check this checkbox, everything goes back to normal
I have enable it for now, but I really need it because we work on the description of existing categories, and of course, we need to translate them
Waiting for your feedback

Capture d’écran 2025-04-16 à 08.02.49.png
April 16, 2025 at 6:32 am #16936808

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+01:00)

Hello,

Great, glad to hear you have found a workaround for the issue now.

Please use this "fix" for now, and for translation you can manually go to 2nd language taxonomy and add translation there manually.

Our 2nd tier is still checking, we have a bit busy queue in the 2nd level, sorry for the delays.

Regards,
Drazen
April 16, 2025 at 10:17 am #16937743

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+01:00)

Hello,

we checked further and noticed it is not related to ATE, but even if you try to translate in different methods, it will give a wrong category description. So looks like a bug.

We need to further debug, but we would need a copy of the website. I have tried to create one using Duplicator, but it fails as it shows your DB is 12 GB.

Can you please provide a copy of your site, we can use to further check. You can use Duplicator, or provide DB dump and files.

Thanks,
Drazen
April 17, 2025 at 12:37 pm #16943939

nicolasF-24

Hi Drazen,
I made the backup,
You can download it 😉
April 18, 2025 at 7:41 am #16946434

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+01:00)

Hello,

thanks, sharing it with our 2nd tier.

Regards,
Drazen
April 28, 2025 at 3:54 pm #16975717

nicolasF-24

Hi
Do you have some news ?
Because in two days we will have to pay the credits whereas it's a bug ... and it's a big amount that we already faced the months before ...
April 28, 2025 at 6:43 pm #16976539

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+01:00)

Hello,

I am sorry for delay, I am checking with our 2nd tier, if they can prioritize your issue, since it is already taking a while.

I will update soon.

Regards,
Drazen
April 29, 2025 at 3:10 pm #16979919
nicolasF-24

Many thanks

Can you also open a new ticket, i just noticed a problem since your last updates, the link from pictures, in element or, are not translated anymore
For example on the homepage, the section in attachment remains in French
I don't have problems with other links, it's only when we put a link on a picture
If you can check on the dev website what's the problem ?
Many thanks

New threads created by Dražen and linked to this one are listed below:

https://wpml.org/forums/topic/split-link-from-picture-is-not-translated-anymore/

Capture d’écran 2025-04-29 à 17.07.45.png
April 30, 2025 at 5:31 am #16981611

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+01:00)

Hello,

thanks for getting back.

I advise we concentrate at one issue at time, once we solve and get to bottom of this we can check further 2nd issue, if you agree? Since it might be complex to work on both issue on same website etc.

1) For credits, do you know how much was it consumed unfairly? Would you be happy with refund in credits, or you wish to have money refund?

Regards,
Drazen
April 30, 2025 at 5:38 am #16981616

nicolasF-24

Hi Drazen,

It will be okay with credits

For the amount, is quite hard, because if you see our last invoices, we face this problem since some months, we almost paid 1000$ the last month for almost no real translations, and only wrong one

I honestly think that half of the amount is wrong translations

No problem for waiting to solve that before
April 30, 2025 at 5:45 am #16981617

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+01:00)

Hello,

Great, thanks.

I am checking with our team on the number of credits and will get back to you.

Please note I am on vacation today, so I might not get back to you until tomorrow.

Regards,
Drazen
May 1, 2025 at 6:14 am #16985623

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+01:00)

Hello,

Thanks for the patience.

1) We have found out the bug and it is escalated to our devs for permanent fix in future WPML versions. In the meantime, please use/uncheck "Don't show translated taxonomies in Translation Editor" from WPML > Settings, as a workaround.

2) We would gladly add 10 000 000 credits to your WPML.org account as a refund for used credits and an apology from our side. Let me know if that amount is okay for you.

3) I have opened new ticket for your 2nd issue:

- https://wpml.org/forums/topic/split-link-from-picture-is-not-translated-anymore/

Regards,
Drazen
May 1, 2025 at 6:49 am #16985653

nicolasF-24

Hi Drazen,

Great news ! Would it be possible to test it before on our dev website ? Just to be sure that is working correctly while your devs are still on it

Okay for 10 000 000 credits, Thanks for your understanding 😉

Thanks for the new ticket I go in it now !
May 1, 2025 at 6:53 am #16985663

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+01:00)

Hello,

1) Yes, of course, just it will take a while before we have a release of a version with a fix, maybe few months.

Hope it is okay for you to use that workaround mentioned in the meantime.

I will update you in this ticket when there are some news.

2) I have added credits to your WPML account. If you assign them to website that uses pay as you go, it will deduct the debt that you need to pay for pay as you go.

Regards,
Drazen