Skip to content Skip to sidebar

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

Problem:
The client was unable to re-register WPML on their site, encountering errors like 'unable to parse data from service response' despite multiple attempts and reinstallations.
Solution:
We initially attempted troubleshooting without success and escalated the issue to our system team. After unblocking the site, we advised the client to:
1. Log in to their WPML.org account and navigate to the Sites page.
2. Delete the existing site key.
3. Log in to their site, go to the Dashboard >> Plugins >> Add new > Commercial tab and click the Unregister WPML from this site link.
4. Click the Register WPML link.
5. Click the Get a key for this site link to generate a new key.
6. Copy and paste the new key into the input box and press the Register button.

If this solution does not resolve your issue or seems irrelevant due to being outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent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. If further assistance is needed, please open a new support ticket at WPML support forum.

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.

This topic contains 9 replies, has 1 voice.

Last updated by yo-jenH 2 weeks, 2 days ago.

Assisted by: Noman.

Author Posts
July 7, 2025 at 1:44 am #17205865
July 7, 2025 at 2:06 am #17205901

yo-jenH

in the attached image are error logs i have been receiving about not having a site key, even though i have one, Have tried several site keys

Screenshot 2025-07-06 at 7.00.25β€―PM.png
July 7, 2025 at 11:48 am #17208195

Noman
WPML Supporter since 06/2016

Languages: English (English )

Timezone: Asia/Karachi (GMT+05:00)

Hi,

Thank you for contacting WPML Support. This issue also happens when the site URL and registered site URL are not the same e.g. with www or without www. Could you please delete the existing site key and create a new one by following the below steps:

1. Please login to your WPML.org account >> Go to the Sites page: https://wpml.org/account/sites/
2. Delete the existing site key (if it exists).
3. Please login to your site and go to the Dashboard >> Plugins >> Add new plugin > Commercial tab and click the Unregister WPML from this site link if that link exists.
4. Then please click the Register WPML link.
5. Click the Get a key for this site link.
6. It will generate the Key for your site.
7. Copy the key, and paste it back into the input box, and press the Register button.

If the above steps don’t help, Could you please contact the hosting service provider and ask them to whitelist the URLs below:

- wpml.org
- cdn.wpml.org
- api.wpml.org
- api.toolset.com
- cloudfront.net

and see if this resolves the problem.

Here is a doc for more details:
https://wpml.org/faq/wpml-plugin-cannot-connect-to-wpml-org/

Kindly let me know the results,
Thank you

Step 3 - Get a key for this site.png
Step 2 - Register WPML.png
Step 1 - unregister wpml.png
July 7, 2025 at 4:29 pm #17210347

yo-jenH

Thanks for getting back to me. I appreciate your help.
Below are all the steps i have taken to try and resolve the registation issue.
steps include multiple site keys generated by wpml, troubleshooting wordpress site health tools, trying to use reset wpml registration in support-troubleshooting(but does not exist image attached), The database seems to be the only place left to fix.

🧾 Summary of Steps Taken to Resolve WPML Registration Issue
βœ… Goal:
Register WPML using a valid site key, but encountered persistent error:

"Unable to parse data from service response"

πŸ”§ 1. Verified Site Health
Checked Tools β†’ Site Health β†’ Status and Info tabs.

No critical issues detected that would block registration (only minor recommendations).

Server appears to be running normally with no blocked external HTTP requests.

πŸ”„ 2. Generated and Re-entered Multiple Site Keys
Logged into https://wpml.org/account/sites/

Created and copied new site keys tied to the correct domain

Attempted to register multiple times using:

HTTPS and non-HTTPS versions

Exact matching domain format as shown in WP settings

β†’ Each attempt results in the same error:
β€œUnable to parse data from service response”

🧭 3. Checked WPML Troubleshooting Page
Navigated to WPML β†’ Support β†’ Troubleshooting

Confirmed β€œReset WPML registration” button was not present

Saw only the full reset option, which would delete translation data β€” avoided using it for now

βš™οΈ 4. Confirmed System Conditions
Site is using a sandbox or subdomain (.wpengine.com)

Site Health reports no outbound request blocks

Active internet connection allows API communication

πŸ›‘ 5. Blocked from GUI Unregistering
No way to unregister WPML plugin from within WordPress GUI

Cannot trigger WPML to reset or re-fetch key properly

🧼 6. Considering Manual Unregistration via SQL (not yet executed)
As a final option, the following SQL was considered to manually clear WPML registration:

sql
Copy
Edit
DELETE FROM wp_options WHERE option_name = 'wpml_registration';
Or edit the row in wp_options with:

Option name: icl_sitepress_settings

Remove "site_key" and "registration" values

πŸ“Œ Additional Notes:
WPML plugins are up to date

WPML core and related plugins are installed correctly

Language settings and translations otherwise appear functional

Screenshot 2025-07-07 at 9.15.00β€―AM.png
July 7, 2025 at 5:51 pm #17210644

Noman
WPML Supporter since 06/2016

Languages: English (English )

Timezone: Asia/Karachi (GMT+05:00)

Thanks for trying the above steps. To take a closer look at this issue, please provide temporary access (WP-Admin and FTP Login info) to your site (preferably staging site), so that I can look into your setup and debug the issue.

Your next answer will be private, meaning only you and I can access it.

=== Please backup your database and website ===

βœ™ I would need your permission to deactivate and reactivate Plugins and the Theme and to change configurations on the site. This is also a reason the backup is essential.

Thank you

July 10, 2025 at 6:19 pm #17225495

Noman
WPML Supporter since 06/2016

Languages: English (English )

Timezone: Asia/Karachi (GMT+05:00)

Thanks for providing the login details. I tried some troubleshooting steps but none of them worked, so I escalated this issue to our system team and we will get back to you once I hear back about it. Thank you for your patience and cooperation

July 14, 2025 at 6:59 pm #17235403

yo-jenH

Hi WPML Support,
Was wondering if there is an update on the status of fixing this issue.
Appreciate your help.

David Cox

July 15, 2025 at 1:31 pm #17238032

Noman
WPML Supporter since 06/2016

Languages: English (English )

Timezone: Asia/Karachi (GMT+05:00)

Our team has unblocked your site. I tested it here: hidden link and it’s working fine now.

Could you please delete the existing site key and create a new one by following below steps:

1. Please login to your WPML.org account >> Go to the Sites page: https://wpml.org/account/sites/
2. Delete the existing site key.
3. Please login to your site and go to the Dashboard >> Plugins >> Add new > Commercial tab and click the Unregister WPML from this site link as you can see in the attached screenshot.
4. Then please click the Register WPML link.
5. Click the Get a key for this site link.
6. It will generate the Key for your site.
7. Copy the key, and paste it back into the input box, and press the Register button and see if this resolves your issue.

Kindly let us know the results,
Thank you for your cooperation

July 15, 2025 at 3:33 pm #17238756

yo-jenH

i do not see the screen shot you attached. can you send it please

July 15, 2025 at 3:46 pm #17238851

Noman
WPML Supporter since 06/2016

Languages: English (English )

Timezone: Asia/Karachi (GMT+05:00)

Here are the screenshots.

Kindly let me know the results,
Thank you

Step 3 - Get a key for this site.png
Step 2 - Register WPML.png
Step 1 - unregister wpml.png
July 15, 2025 at 4:05 pm #17238947

yo-jenH

Thank you Noman,
Fix worked.
I am now able to register my site key and continue translating my website .
I appreciate the support your team has provided to resolve this issue.
Will reach out with new ticket if any other support is needed.