[Closed] Request for Invoice Overview

Thanks for your detailed feedback and for your patience while we’re looking into this.

First, I’d like to clarify how Translation Memory (TM) works in ATE:
when a segment (a sentence or piece of text) has already been translated, ATE should reuse that existing translation automatically the next time the exact same source text appears. In other words, once you’ve paid for a segment to be translated, you should not be charged again for that same segment in the future. If Translation Memory doesn’t behave this way on your site, we will treat it as a bug and refund any affected credits. You will not be charged twice for content that has already been translated.

For your reference, here is our documentation about Translation Memory in ATE:
https://wpml.org/documentation/automatic-translation/automatic-translation-using-translation-memory/

About the double-charge issue after November
From what we can see so far, the double charges started happening only after November, which strongly suggests a bug or a specific condition that appeared recently. We are actively investigating this, but we will need your help to pinpoint the exact cause.

You mentioned that you only made a few changes, but on our side we can see that multiple updates were triggered for the same content, for example this page revision:

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This suggests that something in the workflow (or a third-party plugin) may be causing extra, possibly automatic updates and therefore creating multiple translation jobs.

To better understand this, could you please:
-Send us a few example pages where you are sure you made only one manual change.
-For those pages, we’ll review the revision history together to see what might have triggered multiple updates in the background.

Please rest assured:
We will refund the credits used due to double charges, and right now, our priority is to identify the root cause so that:
-it doesn’t happen again.
-we can correctly calculate and refund the affected credits.

How we’d like to proceed (to find the root cause)
-Update all WPML-related and relevant plugins first
-Please make sure WPML, its add-ons, and other key plugins are updated to the latest versions (after taking a full backup).

This helps ensure we’re not chasing something that has already been fixed in a newer release.

Controlled test: make a few small changes on a few posts
-After updating, please pick a few posts and make one small change (for example, change a word or a short sentence). Save/update the post once.
-Let us know which posts you edited so we can check the ATE jobs and revisions and see if the issue appears again.

Avoid rapid/frequent updates for the test
-For now, please avoid making rapid consecutive changes to the same post.
-After making a change, wait a few minutes so that ATE can fully process(shows a pencil icon) the translation job before you edit again.
-This will help us see if the multiple updates are caused by timing/overlapping jobs or by something else.

Refund plan
Once we finish this small round of testing together:
-If no further double-charge issues appear on the tested posts and you confirm that everything works as expected,
-We can then proceed to refund half of the credits used in November and December as discussed.

If, on the other hand, the problem still appears during the test, that’s also helpful: we’ll have a clear, reproducible case to fix, and we’ll refund the credits that were double-charged because of this bug.

Please send us:
-A few example pages where only one change was made, and
-Confirmation after you update the plugins and perform the small test edits.

Thanks and please let me know how it goes.

Thanks for your reply. I’ll have our 2nd Tier Support look into those two posts.

Regarding the update, have you already created a full backup? Since you’re updating from a very old version, there’s a risk that other parts of the site may break if we’re not careful. If the backup is ready, please let me know and I’ll proceed with updating the outdated WPML plugins.

Thanks for your reply. I’ve updated all WPML plugins as shown in the attached screenshot.

Our 2nd Tier Support has reviewed both pages you shared, and here’s what we found:

For hidden link

We don’t see any double charges. I can see 12 credits used on 10-09, which is expected because the client changed this text:

<h1>Cronmeter Coupon Code – Save Up To 20%+</h1>

to:

<h1>Cronometer Coupon Code – Save Up To 20%+</h1>

Revisions: hidden link

This is valid and behaves as expected.

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The page shows many untranslated sections, which explains the credit usage. Again, we do not see any double charges here. On the WordPress side, there are also multiple updates recorded:
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Thanks for your reply. Please allow me to double-check the amounts for the past six months on your account with our 2nd Tier Support.

Thanks for your patience. I’ve received feedback from our 2nd Tier Support team, and they’ve agreed to refund a total of 13,750 credits to your account, as we were able to identify duplicate charges from November 2025.

Please let me know if this is acceptable to you.

Thank you for your response. As shown in the attached screenshot, 13,500 credits are equivalent to €8.80 EUR. You can also verify our pricing manually through this link https://wpml.org/documentation/automatic-translation/automatic-translation-pricing/ .

Regarding the usage concerns, the double charges only occurred in November, as detailed in this forum thread https://wpml.org/forums/topic/request-for-invoice-overview/?paged=3#post-17648145 . Our 2nd Tier Support has confirmed that no such issues existed prior to November.

I have also attached a screenshot of our October findings. You’ll notice a few posts consumed a high volume of credits due to the number of target languages. Please note that the long strings of digits are simply Translation IDs used for internal tracking and can be ignored.