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

Problem: I'm trying to buy words using advanced editor, I have the last version of WPML the 4.3.3 and WordPress 5.3. When I try to buy words, it shows the message in the image attached. I need it urgently, please advise.

Solution: Whenever you have issues like this, please let us know and our developers from the ATE department will solve this for you. All we will need to know is the URL of your website so that we can find it in our records.

This topic contains 6 replies, has 2 voices.

Last updated by fernandoM-38 3 weeks ago.

Assigned support staff: Mihai Apetrei.

Author Posts
November 15, 2019 at 10:24 am #4952655

fernandoM-38

I am trying to: buy words using advanced editor, I have the last version of WPML the 4.3.3 and WordPress 5.3. When I try to buy words, it shows the message in the image attached. I need it urgently, please advice.

Link to a page where the issue can be seen:

I expected to see:

Instead, I got:

November 16, 2019 at 11:31 pm #4959475

Mihai Apetrei
Supporter

Languages: English (English )

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

Hi and thank you for contacting WPML Support!

I will be happy to help you with this.

I am sorry to see the issue that you are experiencing.

I will be able to get in touch with one of our ATE developers on Monday so that he can take a deeper look at this issue but I will need site credentials for that so that he can access the site.

I would like to request temporary access (wp-admin and FTP) to your site to take a better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. The information you will enter is private which means only you and I can see and have access to it.

Our Debugging Procedures

I will be checking various settings in the backend to see if the issue can be resolved. Although I won't be making changes that affect the live site, it is still good practice to backup the site before providing us access. In the event that we do need to debug the site further, I will duplicate the site and work in a separate, local development environment to avoid affecting the live site.

Privacy and Security Policy

We have strict policies regarding privacy and access to your information. Please see:
https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/

**IMPORTANT**

- Please make a backup of the site files and database before providing us access.

- If you do not see the wp-admin/FTP fields this means your post & website login details will be made PUBLIC. DO NOT post your website details unless you see the required wp-admin/FTP fields. If you do not, please ask me to enable the private box.

The private box looks like this: hidden link

I will be waiting for your response.

Kind regards,
Mihai Apetrei

November 18, 2019 at 2:53 pm #4966041

fernandoM-38

Dear all,

Is there any update? I sent you the temporary access so you can double check it. Did you receive them?

Please let me know.
Kind Regards,
ferrnando Mazo

November 18, 2019 at 3:55 pm #4966627

Mihai Apetrei
Supporter

Languages: English (English )

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

Hi and thank you for the credentials.

I was not working at the weekend - I got back at work today so I shared the credentials with my colleague. He is still debugging this so I will get back to you as soon as I have any feedback.

Thank you for your patience and understanding.

PS: I'm also leaving the ticket assigned to myself for the moment.

Kind regards,
Mihai Apetrei

November 18, 2019 at 4:22 pm #4966793

Mihai Apetrei
Supporter

Languages: English (English )

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

My colleague just informed me that the issue has been resolved.

Can you please check and confirm if it works on your side, too?

Please let me know.

Kind regards,
Mihai

November 18, 2019 at 8:07 pm #4967583

fernandoM-38

Hi there,

Thanks for your support, but it doesn't work yet 🙁

Now it shows the widget and it says I can subscribe, and as soon as I press the "Pay with Credit Card" button, it says that the page ams.wpml.org refuses the connection. Am I doing somthing wrong? (see image attached). Please advice.

Thank you,
Kind Regards,
Fernando mazo

November 19, 2019 at 11:53 am #4971605

fernandoM-38

My issue is resolved now. Thank you!