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This thread is resolved. Here is a description of the problem and solution.
The client is trying to translate an english string which is set to spanish as the language of string.
The default language of the string that you're trying to translate is set to Spanish while it should be English. Could you please try these steps?
-go to WPML > String Translation -find the string -select the string by ticking the checkbox besides it. -click ' Change the language of selected strings'. change it to English. -refresh the page and translate the string completely.