Request for Credit Refresh for Automatic Translation

This thread is resolved. Here is a description of the problem and solution.

Problem:
The client experienced a loss of translation credits after refreshing their staging website and switching from the WPML Advanced Translation Editor (ATE) to the Classic Editor. They were concerned about the loss of previously used credits and the inability to reuse translations.
Solution:
We advised the client to switch back to the WPML Advanced Translation Editor, which includes a translation memory feature. This feature allows previously translated content to be reused without additional charges, potentially resolving the issue of lost credits. We provided documentation on how WPML tracks translations (here) and on the Advanced Translation Editor (here). We also suggested creating a full site backup before making changes to the settings.

If this solution does not apply to your case, or if it seems outdated, we recommend opening a new support ticket. We also highly suggest checking related known issues (here), verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. For further assistance, please visit our support forum at WPML support forum.

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Tagged: ATE

This topic contains 13 replies, has 0 voices.

Last updated by Noman 2 weeks, 2 days ago.

Assisted by: Noman.

Author	Posts
September 10, 2025 at 11:10 am #17390230
abdulR-3	Background of the issue: I am working on my staging website hidden link and using WPML for Automatic Translation. I had to refresh the entire website due to an issue with the theme and plugin, which has now been resolved by theme support. Symptoms: After refreshing the website, I lost about 70% of my previously used translation credits and used up the remaining credits completely. Questions: Can you refresh my translation credits so I can continue testing? Can you restore the 70% of credits lost due to the refresh?
September 10, 2025 at 2:37 pm #17391354
Bigul	Hello, Welcome to the WPML support forum. I will do my best to assist you in resolving the issue. Could you please confirm whether you translated the posts and pages (before making the changes) using this WPML account and from the same site URL: hidden link? Also, please let me know if you plan to translate the same or similar posts and pages again. If so, please note that WPML’s Advanced Translation Editor uses translation memory, which means previously translated content can be reused without any extra charges. Refer to this documentation for more information: https://wpml.org/documentation/translating-your-contents/how-wpml-keeps-track-of-your-translations/ Please try translating one of the existing posts or pages to confirm that the translation memory is working as expected. -- Thanks! Bigul
September 11, 2025 at 1:05 am #17392423
abdulR-3	Yes its for the same website, But i install a fresh copy of a website and plugin, In that way, I can't see the WPML’s translation memory.
September 11, 2025 at 6:03 am #17392589
Bigul	Hello, Thank you for the updates. Please confirm whether you recreated the site from scratch or restored it from a backup. Also, regarding the posts and pages, are they the same as before, or did you recreate them? It would be very helpful if you could share a couple of post or page URLs so we can cross-check them with our Translation Server records. -- Thanks! Bigul
September 11, 2025 at 6:12 am #17392598
abdulR-3	I restore it from live environment. Here is the links of pages and posts hidden link hidden link hidden link hidden link Basically I just use only this staging website on this account (WPML) yet.
September 11, 2025 at 8:49 am #17393230
Bigul	Hello, Thank you for the updates. Please fill in the private details fields after a full site backup. I would like to access the admin area of your site for further checking. For more information about our privacy policies and the sharing of private information, please take a look at the following links. https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/ hidden link -- Thanks! Bigul
September 12, 2025 at 8:35 am #17396709
Bigul	Hello, Thank you for the login information. Please review the attached image. Currently, you are using the WPML Classic Translation Editor, but previously, you were using the WPML Advanced Translation Editor (ATE). Please note that the Advanced Translation Editor includes translation memory, while the Classic Editor does not. You can find more details here: https://wpml.org/documentation/translating-your-contents/how-wpml-keeps-track-of-your-translations/ https://wpml.org/documentation/translating-your-contents/advanced-translation-editor/ As the next step, please switch to the Advanced Translation Editor under WPML >> Settings >> Translation Editor (after creating a full site backup), and then check whether the issue still exists. -- Thanks! Bigul
September 13, 2025 at 3:08 am #17398883
abdulR-3	Ok i change the setting now as i can see no credit left. I told earlier i reinstall the website. so please refresh my credits
September 15, 2025 at 3:15 am #17400541
abdulR-3	Waiting foe the response
September 15, 2025 at 3:24 am #17400547
Bigul	Hello, Thank you for the updates. The translation credits have already been used for translating many posts and pages into Arabic, such as the example below. Therefore, there are limitations in restoring credits that have already been consumed. hidden link hidden link hidden link I also checked a few posts and pages that were translated earlier using the Advanced Translation Editor, and they appear as fully translated both on the frontend and within the Translation Editor. So you can use WPML’s Advanced Translation Editor translation memory, which allows previously translated content to be reused without any additional charges. For more details, please refer to this documentation: https://wpml.org/documentation/translating-your-contents/how-wpml-keeps-track-of-your-translations/ https://wpml.org/documentation/automatic-translation/automatic-translation-invoices/ (To get the Advanced Translation Editor Usage reports) Please review the attached images for more details and let us know your feedback. -- Thanks! Bigul
September 16, 2025 at 4:30 am #17404243
abdulR-3	I have two more questions: 1: Could you please tell me when my monthly credits will reset? 2: I have an issue regarding the product name translation. In English, the product name is: CEMENT CONVEYOR 3236000 MM But in Arabic it is showing as: ناقل أسمنت 3236000 مم This translation is not correct. The correct Arabic translation should be: ناقل أسمنت 6000323 مم You can see the issue on this link: hidden link* Can you please guide me on the correct way to fix this so that product names display properly in Arabic, with the size at the beginning? New threads created by Noman and linked to this one are listed below: https://wpml.org/forums/topic/i-have-an-issue-regarding-the-product-name-translation/
September 16, 2025 at 4:59 pm #17407198
Noman WPML Supporter since 06/2016 Languages: English (English ) Timezone: Asia/Karachi (GMT+05:00)	Bigul is currently not available, so I’ll be handling your ticket from now. 1. I checked your WPML account and you’re using prepaid credits. You currently have 30,000 credits available, which you can assign to any registered site following this guide: https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/ Once those are used, you can either purchase more prepaid credits or enable a pay-as-you-go subscription. Details here: https://wpml.org/documentation/automatic-translation/automatic-translation-pricing/ 2. Regarding the product name translation issue, this needs to be handled separately as per our support policy. I’ve created a dedicated ticket for you here: https://wpml.org/forums/topic/i-have-an-issue-regarding-the-product-name-translation/ Please let me know if you need any further help. Thank you
September 17, 2025 at 3:48 am #17408073
abdulR-3	Hello Noman, Thank you very much for letting me know about the credits I have. You are life savior. Now I am facing several issues with translations on my website and need your guidance: 1: Pending Translations Some translations remain pending for a very long time, and I am unable to initiate them . Please let me know how I can check all pending translations and trigger them automatically (I have attached an image for reference). 2: Incorrect Auto Translations In cases where WPML completes the translation automatically but the result is incorrect, how can I manually edit these translations? 3: Pages Showing 100% Auto-Translated but Still in English Some pages show 100% auto-translated in the backend, but when I view the Arabic version, they are still displayed in English. For example: hidden link hidden link Please resolve all my issues and let me know New threads created by Noman and linked to this one are listed below: https://wpml.org/forums/topic/pending-translations/ https://wpml.org/forums/topic/incorrect-auto-translations/ https://wpml.org/forums/topic/pages-showing-100-auto-translated-but-still-in-english/
September 17, 2025 at 10:04 am #17408783
Noman WPML Supporter since 06/2016 Languages: English (English ) Timezone: Asia/Karachi (GMT+05:00)	For several translation issues, these are different issues and will be handled separately as per our support policy. I've created new tickets for these at: 1. Pending Translations: https://wpml.org/forums/topic/pending-translations/ 2: Incorrect Auto Translations: https://wpml.org/forums/topic/incorrect-auto-translations/ 3. Pages Showing 100% Auto-Translated but Still in English: https://wpml.org/forums/topic/pages-showing-100-auto-translated-but-still-in-english/ This way, each issue gets proper attention and can be tracked individually. If the credits issue is solved, please mark this ticket as resolved and we will continue working on the other tickets. Thank you for your cooperation