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This topic contains 28 replies, has 2 voices.

Last updated by Mihai Apetrei 3 days, 3 hours ago.

Assigned support staff: Mihai Apetrei.

Author Posts
August 8, 2022 at 12:24 pm #11822941

helenaH-3

Hello,

I recently noticed on the website that the products are not added under other languages. Our primary language is Slovenian, the secondary is English. On the English page, the products are not displayed despite the added translation. Im asking for help.

August 9, 2022 at 11:03 am #11831305

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi there.

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:
https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/

**IMPORTANT**

- Please make a backup of the 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

I will be waiting for your response.

Kind regards,
Mihai Apetrei

August 9, 2022 at 7:09 pm #11835221

helenaH-3

hidden link

Please for enable the private box for login data

August 11, 2022 at 8:46 am #11848259

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi there.

The private fields should be enabled below my reply here.

Mihai

August 15, 2022 at 7:08 am #11865173

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi and thank you for the credentials.

When I complete them in the log-in form after I click "Prijava", the page simply refreshes and I am not logged in.

Can you please take a look and let me know? Maybe there's some kind of security layer?

Thank you.

Mihai

August 18, 2022 at 6:06 pm #11889383

helenaH-3

Ok i will check with my customer and let you know about login.

August 19, 2022 at 2:37 pm #11894191

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Sure.

I will be waiting for your response.

Mihai

August 19, 2022 at 2:46 pm #11894377

helenaH-3

Please let us know your IP so we can arrange access.

August 22, 2022 at 8:17 am #11902743

helenaH-3

ok so there you dont have same fix IP number. I will add ip that you send me and you will have 24h from now to access to website.

August 22, 2022 at 5:49 pm #11907145

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi there and thank you for your response.

For the moment, the same issue happens.

Don't know if you added my IP already or not. My IP is still the same.

Mihai

August 22, 2022 at 5:50 pm #11907147

helenaH-3

Yes i added 4 hours ago.

August 22, 2022 at 5:56 pm #11907175

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Thank you for the confirmation.

However, I get the same behavior, and nothing changed.

The page is refreshing after I add the credentials and I have to reintroduce the credentials again and again.

August 22, 2022 at 5:58 pm #11907179

helenaH-3

ok i will contact the client and i text you tomorrow again.

August 22, 2022 at 6:30 pm #11907337

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Thank you.

Maybe they can remove this limit for a while just till we debug the issue? Or exclude the country 'Romania' altogether for 1-2 days?

Mihai

August 27, 2022 at 5:06 pm #11941935

helenaH-3

Hello sorry for delay. i added your ip that you send me. Can you check if you have the access.