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

Problem: I can not buy words and update

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.

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This topic contains 12 replies, has 4 voices.

Last updated by taniaD-3 10 months, 3 weeks ago.

Assigned support staff: Mihai Apetrei.

Author Posts
November 1, 2019 at 10:54 pm #4873283

andreW-12

I am trying to:
Buy words

Link to a page where the issue can be seen:
If I click on buy words I get the message in the screenshot.
I expected to see:
Buy with credit card

Instead, I got:
Fail message

It is since the newest update. Also, I can not update all plugins to the version shown on this webpage.

November 4, 2019 at 4:39 pm #4883199

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi and thank you for contacting WPML Support!

I will be happy to help you with this.

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

In order to be able to help you faster, can you also please paste your WPML Debug information in the Debug information field?
http://wpml.org/faq/provide-debug-information-faster-support/

I will be waiting for your response.

Kind regards,
Mihai Apetrei

November 7, 2019 at 8:48 pm #4910085

andreW-12

I send you the debug information

November 7, 2019 at 11:46 pm #4910445

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi and thank you for the debug information.

I would need the site credentials in order to be able to give access to a developer from our ATE department.

Would you able to share that with me in the private fields below?

Kind regards,
Mihai

November 8, 2019 at 6:36 pm #4916159

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi and thank you for the credentials.

I can confirm that they work.

I will spend more time on this and I will get back to you as soon as I have more feedback.

I will leave the ticket assigned to myself for the moment.

Regarding the logo-header-language switcher issue, I could not really tell but only guess until I don't spend some more time on it. Our support policy requires that we handle only one issue per ticket so would you be kind enough to please open a new ticket for that new issue?

Thank you very much for your understanding.

PS: Just a note that I won't be working on the weekend so I will be able to get back to you at the beginning of next week regarding the initial issue on this ticket.

Kind regards,
Mihai

November 10, 2019 at 12:31 pm #4920391

andreW-12

Okey, please write to me if you finished. thank you

November 10, 2019 at 11:14 pm #4921691

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi.

I am not working on the weekends so I will be able to get back to you tomorrow.

I'm leaving the ticket assigned to myself.

Kind regards,
Mihai

November 11, 2019 at 10:16 am #4923395

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi.

I have been informed by my colleague developer from the ATE department that the issue has been fixed on your site.

Can you please check and confirm?

Thank you very much!

Kind regards,
Mihai

November 11, 2019 at 2:37 pm #4925739

andreW-12

Hello,

I could buy words but there are 2 more problems now.

First of all, I edited an Arabic translation that was not finished because I could not buy words. In the Editor, I see the translations but if I go on the side the content it is not translated.

In addition, I tested another language "Ukraine" and it is fully translated but now the translator translates my shortened links and they do not work.

(see the screenshots)

I edited this page: hidden link

November 11, 2019 at 4:23 pm #4926585

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi.

From what I can understand, there are other issues happening, too.

Our policy allows us to tackle one issue per ticket so, as the words-purchasing issue was resolved, can you please mark this ticket as resolved and open a new one for the new issue?

Continuing with one issue per ticket helps not only supporters to focus on one issue at once, but also enables other users to find solutions to their questions faster.

Thank you very much for your understanding!

Kind regards,
Mihai

November 11, 2019 at 5:22 pm #4926865

andreW-12

My issue is resolved now. Thank you!

February 6, 2020 at 11:53 am #5438727

chuva-det

I am trying to:
Buy words

Link to a page where the issue can be seen:
If I click on buy words I get the message in the screenshot.
I expected to see:
Buy with credit card

Instead, I got:
Fail message

It is since the newest update. Also, I can not update all plugins to the version shown on this webpage.

August 10, 2020 at 3:35 pm #6770801

taniaD-3

Hello I am trying to buy words but when I choose 12.00 us per month it shows 00,00 pay with card, even so I tried and keeps denied payment