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This topic contains 7 replies, has 2 voices.

Last updated by Mihai Apetrei 10 months ago.

Assigned support staff: Mihai Apetrei.

Author Posts
November 7, 2019 at 2:43 pm #4906997

mennoB-4

I am trying to:
translate the privacy bar preferences

Link to a page where the issue can be seen:
hidden link

I expected to see:
text traslated in EN

Instead, I got:
NL text

November 7, 2019 at 5:09 pm #4908711

Mihai Apetrei
Supporter

Languages: English (English )

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

Hi and thank you for contacting WPML Support!

I will be happy to help you with this.

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

November 11, 2019 at 6:13 pm #4927289

Mihai Apetrei
Supporter

Languages: English (English )

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

Hi.

Unfortunately, I am not able to log into the backend of the site.

I get the error in the screenshot below.

Can you please check?

Kind regards,
Mihai

November 15, 2019 at 7:23 am #4951519

mennoB-4

please, try again is working

November 15, 2019 at 9:31 pm #4956911

Mihai Apetrei
Supporter

Languages: English (English )

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

Hi.

Unfortunately, I am still getting the same error when I am using the credentials that you shared above.

I am activating some new private fields below - can you please share the credentials that work for you?

I will be waiting for your response.

PS: Just a note that I won't be working on the weekend so I will be able to get back to you at the beginning of next week.

Kind regards,
Mihai

November 18, 2019 at 9:08 am #4963303

mennoB-4

Please send me your ip in a private msg

November 18, 2019 at 3:39 pm #4966463

Mihai Apetrei
Supporter

Languages: English (English )

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

Hi.

Unfortunately, my IP is dynamic so that means that it changes constantly.

If you could allow access from Bucharest, Romania, that would help a lot. If you can't set access for this country but you can set it for another one, please let me know and I will try to use a VPN.

I will be waiting for your response.

Kind regards,
Mihai

November 22, 2019 at 7:40 am #4994525

mennoB-4

The user and pass is working,
maybe there is a IP problem.....
With a dynamic IP is not possible to setup an ip.

Other support people worked without problems.
There are many tickets in my account.