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[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If this solution does not resolve your issue or seems outdated, we recommend opening a new support ticket.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.

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This topic contains 2 replies, has 0 voices.

Last updated by Dražen 2 months, 3 weeks ago.

Assisted by: Dražen.

Author Posts
May 1, 2025 at 7:15 am #16985678

nicolasF-24

Hi Drazen,

I don't see the credits on my account, is it normal ?

Thanks 🙂
May 1, 2025 at 7:19 am #16985680

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hello,

Sorry, I added only 10 using the wrong format for such a large number.

Please check now.

Regadrs,
Drazen
May 1, 2025 at 7:20 am #16985681

nicolasF-24

Is it here ?

Capture d’écran 2025-05-01 à 09.20.16.png
May 1, 2025 at 7:40 am #16985754

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hello,

Yes, but seems there is a restriction that you can not assign credits to site, using pay-as-you-go from that page.

Do you wish me to assign some amount of credits to your website / Organization?

Regards,
Drazen
May 1, 2025 at 7:44 am #16985770

nicolasF-24

I just saw that on your documentation : You cannot add prepaid credits to sites that already use pay-as-you-go.

So it explains why I can't because all my websites are pay as you go

Can you assign the credit to the whole organization ?

Of if you can't only to gladiatorfit.ch

Many thanks !
May 1, 2025 at 7:54 am #16985788

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hello,

Sure, added to your organization. It deducted your debt and you still have around 8.6 million credits.

Regards,
Drazen
May 1, 2025 at 8:05 am #16985806

nicolasF-24

Okay thanks !
What is weird is that I don't see them anywhere

Capture d’écran 2025-05-01 à 10.03.21.png
Capture d’écran 2025-05-01 à 10.03.07.png
May 1, 2025 at 8:13 am #16985845

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hello,

you should be able to see it on top of that page, image attached.

Regards,
Drazen

Translation Management ‹ こんにちは — WordPress (1).jpg
May 1, 2025 at 8:33 am #16985882

nicolasF-24

Many thanks !
May 1, 2025 at 8:41 am #16985942

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Great, I will update when i have some news.

Regards
February 5, 2026 at 10:15 am #17795234

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hello,

thanks for your patience.

Good news, this issue has now been fixed on our side.

Please to latest WPML 4.9 after making a backup.

Please try updating the content in the default language and re-send it for translation. Let us know if you still notice anything unexpected.

Regards,
Dražen
February 11, 2026 at 9:58 am #17812039
nicolasF-24

Hi Drazen

Since the update automatic translation is not working anymore it's stuck

I'm waiting since 2 hours now, and still on 0

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

https://wpml.org/forums/topic/split-since-the-update-automatic-translation-is-not-working/

Capture d’écran 2026-02-11 à 10.54.54.png
February 11, 2026 at 10:42 am #17812366

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hello Nicolas,

thanks for getting back.

As I don’t currently have access to quickly check, from what I can gather this looks like a new issue that needs to be investigated separately so we can better understand what is happening.

To keep everything clear and organized, I have opened a new ticket for this:

https://wpml.org/forums/topic/split-since-the-update-automatic-translation-is-not-working/

If you notice again the original issue reported in this ticket, please let me know. It should be working fine now, as we previously confirmed with the workaround.

Regards,
Drazen