Before escalating this, please share with me if it's possible to access the database as wordpress.com is not allowing me to install a plugin to check it and I also don't see an option under Settings.
You should able to access the database. I did add you as an administrator.
What plug in are you trying to install? I can try with WordPress directly.
Can you escalate it anyway? It is taking a very long time, at which point I have not been able to launch the site?
If it may not be fixed I may have to ask for an alternative program and ask for money back., which would be unfortunate as WP say it is not their fault.
It would mean a lot if you can escalate the matter immediately. I hope you can understand my concern at this point. Perhaps we can add another tech to the team, one that has extra hours as well.
Thank you for your patience, I understand the delays are frustrating, and I want to assure you we’re actively working on this.
Currently, our progress is limited by two key restrictions on WordPress.com:
1. Database Access:
We're unable to install tools like Adminer or phpMyAdmin, which are normally used for debugging. Without direct database access, it’s difficult to move forward efficiently.
2. File Access:
File Manager plugins aren’t giving us full access to the wp-content folder, which is needed to review WPML files. FTP/SFTP access would normally solve this, but it’s restricted here as well.
To keep things moving, we’re setting up a copy of your site on our Cloudways staging server. This environment removes these limitations and will allow us to resolve the issue much faster. I’ll update you as soon as that’s ready.
Appreciate your continued patience while we work through these roadblocks.
Wanted to give you an update, I am still working on this.
Even though we are not actively chatting I am debugging this ticket actively.
Thank you.
Regarding the access it would help to have FTP access and Database in order to resolve that for you on the live site -- but for debugging purposes I've been able to create a copy on the Cloudways servers which gave me full access to the FTP and Database.
P.S I had already followed the steps here on your account and I was not able to access the database.
I was able to find a workaround for the meantime, please review the Spanish version on the staging site:
hidden link
The workaround steps are as follows:
0. Go to WPML->Settings->Page URL > Translate
1. make sure you are in the English version
2. Go to appearance-> editor-> templates
3. Edit the home template and hover over the Cover and Row underneath it (bio row)
4. Turn each one of them to a template part and name them then save.
5. Go to WPML->Translation Management->Template Parts and select the template parts we just created and send for translation.
6. send the job for translation by yourself and not automatic translation (most of the content should already be translated) and keep the URL the same and complete.
7. Go back to the dashboard -> switch the language to Spanish and access Appearance->Editor->templates
8. Edit the home template and add the missing template parts, then save.
