Marcel
Supporter
Languages:
English (English )
Spanish (Español )
German (Deutsch )
Timezone:
Europe/Vienna (GMT+02:00)
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Hi Ivo,
At the moment, I’m unable to provide an estimated timeline for when or how this issue will be resolved. I’ll make sure to share any updates here as soon as they become available.
Best regards,
Marcel
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ivov-6
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Thanks for the update. I have added the list of remaining URLs that are translated on the front page but not in the WPML translator module in the backend.
Pages with missing translations in the backend translator:
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ivov-6
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Hi Macel,
I saw a new WPML update yesterday, but there's no fix for the issue. Can you provide an update on where we are with fixing it?
Kind regards, Ivo
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Lucas Vidal de Andrade
WPML Supporter since 11/2023
Languages:
English (English )
Spanish (Español )
German (Deutsch )
Portuguese (Brazil) (Português )
Timezone:
Europe/Vienna (GMT+02:00)
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Hello there,
Marcel is off for the next few weeks, so I'll be handling this ticket. I thoroughly read the information and examples shared so far, as well as what's being discussed internally, so I'm on top of what's going on.
I just asked for an update for the development team, and will update you here as soon as possible. Thank you for your patience.
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Lucas Vidal de Andrade
WPML Supporter since 11/2023
Languages:
English (English )
Spanish (Español )
German (Deutsch )
Portuguese (Brazil) (Português )
Timezone:
Europe/Vienna (GMT+02:00)
|
Hi, thank you for your continued patience. At this point, we still do not have a confirmed resolution to share, as the issue requires further investigation from our team. I understand this has had a major impact, especially since previously translated segments are being lost and need to be translated again.
Please be assured that we are actively following this internally, and I will update you as soon as I have any concrete news. Also, if you have spent translation credits retranslating content because of this issue, we can review that and reimburse those credits accordingly.
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ivov-6
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Hi Carlos,
Thank you for your continued updates and for following this internally.
I want to add an important clarification from our side, as this impacts how we assess the situation.
For the majority of our content, we did not rely on automatic translation. Instead, we worked with a native Brazilian Portuguese translator, which resulted in significantly higher quality and consistency. We only used automatic translation on a limited scale for testing purposes, and it was clearly not comparable to the manual work.
Because of this issue, however, we are now facing a situation where:
Previously completed translations are no longer reliably accessible in the backend
We are forced to redo work that was already completed professionally
Our workflow and content quality control are directly impacted
Given this, I would like to revisit a few key points:
Is this issue fully solvable?
If yes, please provide a clear and realistic timeline.
If not, we need transparency so we can evaluate alternative solutions.
Root cause explanation
This behavior appears similar to issues we have encountered before.
Can you clearly explain what is causing this and why it is recurring?
Compensation and resolution approach
I understand from your earlier message that translation credits can be reviewed and reimbursed.
However, in our case, the impact goes beyond credits:
We invested in professional manual translation, which is significantly more expensive
Re-doing this work is not comparable to simply restoring credits
Automatic translation is not a viable fallback due to quality differences
Based on this, I would appreciate a more comprehensive proposal from your side, including:
Confirmation of full credit reimbursement where applicable
A fair compensation approach that reflects the actual cost and effort involved
Clear guidance on how to proceed safely without risking further data loss
At this stage, ongoing investigation updates are no longer sufficient. We need clarity, accountability, and a concrete path forward.
I appreciate your efforts so far and look forward to a detailed response.
Best regards,
Ivo
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Lucas Vidal de Andrade
WPML Supporter since 11/2023
Languages:
English (English )
Spanish (Español )
German (Deutsch )
Portuguese (Brazil) (Português )
Timezone:
Europe/Vienna (GMT+02:00)
|
Hi Ivo,
Thank you for your detailed message and for clarifying the impact this has had on your workflow.
We fully understand that this goes beyond automatic translation credits, especially since the affected translations were created manually by a professional translator. We also understand that having to redo previously completed work is a serious inconvenience.
At this stage, we can confirm that we have identified the problem and that our development team is actively working on it. Based on our current investigation, it is highly probable that the solution will not require a WPML plugin update.
Until we have the final confirmation and the solution is applied, we strongly recommend pausing any further translation work on the affected content, if possible. This should help avoid additional disruption or the risk of more completed translations being affected.
Regarding compensation, we will evaluate a fair approach that reflects the fact that the affected work was not based on automatic translation credits, but on human-created translations. We do not want to provide a premature answer before we have all internal details confirmed, but this point is being taken seriously.
We will keep you updated as soon as we have more information from our development team and can provide clearer next steps.
Thank you again for your patience and understanding.
Best regards,
Lucas
WPML Support
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