Hi Kor,
I will have to get back to you on the tech part - WP admin access after I have talked to tech the tech guys here. I have NOT taken a backup - is that a problem?
In the meantime, please look into the double withdrawal of payments you have made over time??
Thanks for your reply. Yes, there would be a risk if changes are made without a backup, so please ensure a full backup is completed before sharing the credentials.
Regarding the double payment, I’ll need to check what caused it. Once I’ve confirmed the duplicate charge, we’ll refund the credits back to you.
Thanks for your patience. I've downloaded the "Automatic translation usage reports" here in WPML > Translation Dashboard > Tools, as shown in the attached screenshot, and I can see some double charges. Let me check with our ATE team for clarification.
Thanks for your reply. While checking your Website, I noticed some WPML plugins are outdated. Could you update all WPML plugins before I escalate this to our 2nd Tier Support? Please make sure to have a backup prepared. hidden link
Thanks for your patience. I’ve received some feedback from our 2nd Tier Support and I need to clarify a few points with you.
1. We checked this page hidden link
and noticed that the product was updated multiple times. The Advanced Translation Editor needs time to process and return translations, and the same applies to this page hidden link
. Because several updates were made, multiple translation jobs were created, which led to additional charges. Are frequent edits being made on your side? If so, you may want to limit them to avoid repeated charges.
We also don’t see this issue happening in September and October. I created a test page here hidden link
and didn’t detect any 3rd party plugin automatically updating content.
2. Regarding the October high payment issue, we found that you have three websites, but we couldn’t locate any $174 charge. The attached screenshot shows the total payments made within the last four months.
3. You mentioned being charged the same amount twice ($74), but after checking, we didn’t find any duplicate charges as shown in the attached screenshot. Could you share the invoice URL so we can verify it again?
1. No, we only change between one and five words in a few articles per year. If it is true that we are charged for full translations just for changing one word, then we are not interested in using your service, and we will of course have to update our review of you, since that would be extremely unreasonable. Please let us know if this is actually the case.
2. We have been in contact with our bank, and they believe the mistake may be on their end regarding the double payments. Let’s leave this point for now until I hear back from them. You charge in euros, not dollars — that is why you cannot find the amount. And the amount was 174 USD in November, not one payment of 174 USD.
Conclusion:
We expect you to look into the issue regarding the updates, resolve the problems, and compensate us. We have paid around 858 USD for very few articles in the last 6 months, and that is of course, not acceptable.
We are also looking into the payments ourselves and will let you know what the bank says.
Thanks for your reply. I’ll pass your feedback to our 2nd Tier Support. I’m also still waiting for an update from your bank, so please let me know as soon as you hear back from them.
