We have created an internal ticket for our team to investigate this issue further. One of our team members will contact you as soon as we have more information.
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Timezone: Europe/Rome (GMT+02:00)
hello there!
Can you try using credits now? you should have some credits left to use before you get hit by the 195000 credits limit, and when you do you should see the popup this time.
Try not to translate a lot of content at once just for this time, until you hit that limit.
This is definitely a glitch on our end and we're working to have it fixed. Please let us know when you pay the fee so we can safely award you with credits as a token of appreciation for showing us this bug.
Hello
We are working on that.
But the 195000 credits are prepaid?
We are on "pay as you go" and the 100$ was not working properly because we were not able to pay that!!!
I did mention that there is this queue already stuck and it hasnt been removed. and i did try to cancel all job from the support > troublshooting page but the translations that were quenued arent being removed.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
The problem you have is that there are 70 thousand jobs waiting to be translated and they probably got stuck before because of the safety limit problem.
I'm fixing the problem because since it's a huge amount your system basically times out before they can even be cancelled.
Please wait a bit more, asking constantly when this will be done won't make things go faster.
We haven't forgotten you, it's just that the solution takes time.
However, we have now been down since last Tuesday due to your so-called “security” feature. This has caused a major operational bottleneck for us, which could have been avoided with proper communication and advance notice about the risks and limitations of this function.
Several points require urgent attention:
Server Capacity is Not the Issue:
Our server infrastructure is more than capable of handling the translation volume. The core issue is WPML’s internal safety limit, which is blocking our workflow without justification. This “feature” was never clearly explained or properly documented as a potential risk.
Unacceptable Delays:
We have been waiting for a resolution for 6 days, despite assurances on Friday that the matter would be resolved. Since then, there has been neither substantive feedback nor meaningful progress. Serious troubleshooting and customer support—especially in critical business cases—should not take over a week, nor be subject to long gaps in communication.
Lack of Transparency:
As a business customer, we expect proactive, transparent updates—not only when we reach out, but continuously throughout the resolution process. Silence is not an acceptable support strategy, especially when the situation is already costing us time, customers, and revenue.
I now expect the following, without further delay:
1. A clear and realistic ETA for when this issue will be resolved.
2. An explanation as to why this “security” feature was not fixed until now, and what steps WPML will take to avoid similar disruptions in the future.
3. A direct contact person with the authority to escalate and resolve issues for critical accounts like ours.
Please understand the seriousness of this matter: extended downtime has already resulted in significant financial and reputational damage. If no solution or meaningful update is provided within the next 12 hours, we will be forced to escalate this matter at the highest level and seek further compensation for the losses incurred.
We expect immediate, transparent communication until full resolution.
