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This topic contains 7 replies, has 2 voices.

Last updated by Carlos Rojas 2 months ago.

Assigned support staff: Carlos Rojas.

Author Posts
August 15, 2019 at 8:51 pm #4403331

bradS-9

I am trying to: Use advanced translation editor to automatically translate this site on staging.

Link to a page where the issue can be seen: hidden link

Issue:

My developer, jason@decisivedesign.com purchased advanced translation quota credits Aug 6, 2019 ($49.99 USD, INVOICE #ATE-001768) through the advanced translation editor. Today, he was working on the site, and the quota disappeared/is gone.

He thinks it may be because of a move from dev to staging, because when he goes to the AMS page it shows igsdev.wpengine.com under "websites" (but still shows 0 quota), and igsstaging.wpengine.com doesn't show up there.

He attempted to "connect with other websites" but it just keeps telling him you can't reconnect the same account.

We are going to purchase another $50 worth of credits and hope that it works, because we need to move on with our project ASAP, but we will need a refund for one of these orders if the original order can't be credited to the account, etc.

Please advise.

August 16, 2019 at 1:10 pm #4406497

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hello,
Thank you for contacting WPML support.

1.- I would like to request temporary access (wp-admin and FTP) to your site to take 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.

2.- Please increase the PHP Memory Limit. Minimum requirements are 128Mb: https://wpml.org/home/minimum-requirements/
You can add this to wp-config.php to increase WP memory:

/** Memory Limit */
define('WP_MEMORY_LIMIT', '128M');
define( 'WP_MAX_MEMORY_LIMIT', '128M' );

- Add it above the line /* That's all, stop editing! Happy blogging. */

Kind regards,
Carlos

August 16, 2019 at 1:17 pm #4406563

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi,

I consulted our specialists and before you provide access to the site I kindly ask you to visit this link and fill the form in it: https://wpml.org/home/contact-us/advanced-translation-editor-contact/

Also, visit this link for more documentation about Advance Translation Editor: https://wpml.org/documentation/translating-your-contents/advanced-translation-editor/merging-and-removing-websites-from-your-advanced-translation-editor-account/

Regards,
Carlos

August 16, 2019 at 3:18 pm #4407245

bradS-9

We submitted that form yesterday at the request of Andreas (i believe), the chat rep that we spoke with. So I guess we are awaiting a response from the advanced translation editor team?

August 16, 2019 at 11:30 pm #4408471

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi there,

Yes, you should get a message from the Advance Translation Editor specialist.

Regards,
Carlos

August 19, 2019 at 2:55 pm #4416975

bradS-9

We have still not heard back from the Advanced Translation Editor team 🙁

August 19, 2019 at 9:02 pm #4419189

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi,

I will try to contact the ATE specialists and ask them about your ticket. I will get back to you as soon as I have an answer.

Regards,
Carlos

August 20, 2019 at 8:51 am #4421793

Carlos Rojas
Supporter

Languages: English (English ) Spanish (Español )

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

Hi,

I consulted one of our ATE specialists about this ticket and they recommended to merge the hidden link into hidden link

However our specialist did this for you so you have available all the words to translate in both sites.

Please notice that if you create another site, it will be created in a sepparate AMS account and you will need to perform the merge as described in our documentation: https://wpml.org/documentation/translating-your-contents/advanced-translation-editor/merging-and-removing-websites-from-your-advanced-translation-editor-account/

You can use the same quota for unlimited number of sites, but each new site needs to be added by following the steps in documentation.

Best regards,
Carlos