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Supporter timezone: America/Sao_Paulo (GMT-03:00)

This topic contains 6 replies, has 2 voices.

Last updated by Mateus Getulio 1 year, 8 months ago.

Assisted by: Mateus Getulio.

Author Posts
October 3, 2022 at 9:28 pm #12173067
October 4, 2022 at 7:50 pm #12180741

Mateus Getulio

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Sao_Paulo (GMT-03:00)

Hey there,

Thank you for contacting the WPML Support!

Generally this error is solved by reinstalling manually the WPML plugins. Could you please give it a try? Just follow these steps:

- Please make sure to have a website backup before proceeding

- Deactivate the existing WPML plugins
- Delete the plugins – this does not delete your translations. You will simply delete the plugin files from your "wp-content/plugins" folder, not the database records
´- Download the updated plugins from our downloads page ( and upload them to the plugin directory (Plugins -> Add New)
- Activate the WPML plugin and add-ons.

It should be solved after these actions. Please test them and let us know how it goes. Thank you!

Best regards,

October 4, 2022 at 10:15 pm #12181093


i try dowloading the plugins manually but couldn't download for some reason i dont know.... I had the same issue when trying to download OTGS installer but one of your developers sent me the OTGS installer via google drive before i. was able to download and install it manually..
please can you send the plugins via the same google drive method so i can download. Thanks

October 5, 2022 at 8:29 pm #12188685

Mateus Getulio

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Sao_Paulo (GMT-03:00)


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:


- Please make a backup of 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

Please, let me know if you need any additional details. Have a nice day.

October 6, 2022 at 8:42 pm #12197173

Mateus Getulio

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Sao_Paulo (GMT-03:00)

Hello there,

Thank you for providing the website credentials.

We were able to upload the WPML plugins on your website. Could you please check it and confirm that it is fixed now?

About the credit issue, you should be able to see your 180000 credits in your account: Please make sure to check our documentation related, it might be helpful:

If you're still stuck on this, may I kindly ask you to report this in the first ticket you created?

Since my colleague was dealing with our systems team in order to solve your previous issue, I'm afraid that it'll be more convenient to continue there. Moreover, due to our support policy, we need to avoid duplicated tickets.

Thanks for your understanding.


October 7, 2022 at 5:30 pm #12203353


hello Thanks very much i can see the problem has been resolved.. Please could you tell me what the problem was or what ii can do when next i have a similar problem on another website.

also about the credit score . Yes i have 180000 credit score in my main account but before that i had 240000 in my account and transferred 60000 to this account. But one of the developers asked me to delete the key on the site which contained the 60000 credit. So i want to know if i can still recover the key.

October 7, 2022 at 8:27 pm #12203857

Mateus Getulio

Languages: English (English ) Portuguese (Brazil) (Português )

Timezone: America/Sao_Paulo (GMT-03:00)

Hi there,

Thanks for your reply.

Glad that the original problem was solved.

Regarding the issue with the credits, a key created in your account does not carry credits, only the website where it was inserted. Therefore, you shouldn't lost credits by deleting a key.

Please go to and check if you are able to find the website where you have entered this key. Then, you can add or remove its credits: hidden link

If you're still stuck, I kindly ask you to report this in the first ticket you have created:

Thanks for your understanding.

The topic ‘[Closed] installing WPML and string translation’ is closed to new replies.