I created several pages using a script. The issue I faced was that these pages should not be automatically translated. Your support team provided a solution and after implementing it, the pages are no longer being auto-translated.
However, I am now facing another issue: WPML Pay As You Go has charged me 980.74 EUR. I cannot afford this amount, as the website had already been translated previously. The only recent changes I made were related to the new script-generated pages. If auto-translation for these pages was turned off, I do not understand why I have been charged such a high amount.
Although the payment was declined by the system, I urgently need confirmation that this charge will be fully canceled. We imported all the pages only after receiving confirmation from your support team.
Thank you for reaching out to WPML Support! My name is Prosenjit from the WPML Development Team, and I'll be happy to assist you with this matter.
I have reviewed the previous ticket you opened on January 29th regarding disabling automatic translation for pages created via your script. To summarize: on February 3rd, the support team provided an initial fix which unfortunately did not resolve the issue. On February 9th, a second solution was shared — specifically, setting the _wpml_post_translation_editor_native meta key at the time of post creation to force the native WordPress editor and prevent TEA-based translation jobs from being created. However, we did not receive any response from you after that message.
Now, regarding the charge, I checked our system and found that a significant number of automatic translations were processed in February, with most activity recorded on February 2nd, 6th, 17th, and 19th. February 2nd in particular shows a notably high volume of translated content. Based on the logs, these translations appear to have been triggered and processed legitimately by the system.
That said, I fully understand this is a concerning situation for you, and I want to make sure we handle it fairly. I am currently conducting an internal review of the full translation logs for your site to get a clearer picture of what occurred and when. I will follow up with you as soon as I have more information.
Regarding the translations created on February 2, we would like to clarify that these translations were generated by mistake. We had imported pages using a script and the pages were automatically translated through the Translation Editor.
As soon as we noticed this, we deleted the translations because they were not required and were never used on our website. We had also informed the team earlier about this situation.
Additionally, we received the correct solution on February 9. Prior to that, we were trying the workarounds suggested by the WPML team. Unfortunately, those earlier solutions were not working properly and during that process the pages were automatically translated. Since those approaches were not successful and we later implemented the correct solution provided on February 9 we do not require those translations.
Since these translations were created unintentionally and have already been removed, we kindly request you to review this matter and consider exempting us from the associated charges as we are not able to pay this large amount of Cost. Since these translations were generated by mistake and were never used.
We would sincerely appreciate your understanding and support in resolving this matter.
I completely understand your point. I shared the information based on the data currently available in our system, but please rest assured that our team is still actively investigating the matter to determine what can be done in this case.
As soon as we have any updates, we will inform you either through this forum ticket or via the email associated with your WPML.org account.
I wanted to reach out with a quick update. After carefully reviewing your case, we've decided to go ahead and void the invoice and clear the charge completely — so you won't be billed anything for this.
We always want to make sure our users feel supported, and in this case, we felt it was simply the right thing to do. Your trust means a lot to us, and we never want a billing concern to get in the way of a good experience.
If you have any questions or need help with anything else, please don't hesitate to reach out — we're always here and happy to help.
We received an email stating “I need at least 3,375,160 credits.” However, when I checked the WPML section in the WordPress admin panel, it shows that “You have used 3,375,160 credits more than your current balance.”
Why is this still being displayed?
Screenshot 1: hidden link
Mail Screenshot: hidden link
Please confirm if you have void the previous invoice?
Kindly resolve this issue so that I can enable and use your services again.
Based on the information currently available in our system, the invoice appears to have been voided. However, it is possible that the credit usage information has not yet been reset on your account.
I have already informed the responsible team to review this again. As soon as I receive an update, I will let you know right away.
I wanted to follow up regarding the issue with the credit usage not being reset after the invoice was voided. Could you please share the current status? Has the issue been resolved by the concerned team?
I would appreciate it if this could be fixed at the earliest, as I need to turn on automatic translation again.
I completely understand the urgency here, and I’m truly sorry for the inconvenience this has caused.
Our concerned team is still actively checking this, as this appears to be an exceptional case. Normally, the credit usage should have been reset automatically once the invoice was voided. Since that did not happen in this case, the team is currently reviewing what went wrong and what can be done to correct it properly.
As soon as I receive any update from them, I will make sure to let you know right away.
Thank you very much for your patience and understanding in the meantime.
My colleague, Prosenjit, is currently unavailable. However, after some initial debugging and message exchanges within the internally escalated ticket, our developers responded with a request.
Could you please provide us with access to your site's backend so our developers can investigate the issue more thoroughly? I'm activating the private fields below.
Our Debugging Procedures
We will carefully examine various backend settings to identify a possible resolution. While we will not make changes that affect the live site, it is recommended to back up your site before granting access. If further debugging is needed, we will create a duplicate and work in a separate local environment to prevent any impact on your live site.
I hope you’re doing well, and sorry for the delayed reply — the weekend and my day off happened back-to-back.
Thank you for sharing the access. Our internal team has reviewed the issue and reset the credits for you.
You should no longer see the “credits used” / payment notice when trying to enable Automatic Translation. I also checked from my side and can confirm that it now looks correct as well. Please see the attached screenshot for reference.
Please feel free to let me know if you need any further assistance with this — I’ll be happy to help.
Best regards,
Prosenjit
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