Background of the issue:
We have been WPML users for over 2 years and have made numerous changes, including using 6+ languages in designated directories, altering languages by country per TLD, swapping SEO plugins, and running MultiMedia multiple times. These changes have corrupted the usage of WPML on our website hidden link. We have 5+ in-house software developers who have attempted normal WPML operations such as running translations, adding pages, and using the Support Troubleshooting Pages, but there are too many issues to resolve. We would like a fresh install/restart of WPML without losing our translated data and request that our credits be added back.
Symptoms:
Pages are unlinked, duplicate media everywhere, and too many issues to resolve with WPML.
Questions:
Can we completely uninstall and reinstall WPML without losing our translated data?
Can our credits be added back to translate 100% of our data again?
If a fresh install is not approved, can your support team access our admin level to attempt a resolution?
1.) Home Page Cannot be Translated in Translation Management - it remains as a "Needs Translated" or "Not Translated Page. It consistently needs to be be added in Settings > Reading for alternative languages. When accessining es.ellasbubbles.com the home page is in spanish, when accessing ellasbubbles.com the home page is in english (although on the english version there is no option to use the dropdown to get into the spanish)
2.) Multiple Pages around the site are already translated according to Translation Management, although once hopping into the translated page, the page contents are still in English hidden link hidden link
You can go into Pages, and run the ATE on these pages, every single word will be in the translated language, you click "Complete Translation" and the backend is still entirely in English.
3.) Links throughout the es.ellasbubbles.com site will take you back to .com despite running the link fixing tool
4.) ATE will often break the Customize HTML for the main site, even if its ran on a page of a different language
5.) ATE is not translating quotes correctly and breaking the internal HTML of some pages
Quite simply. We want EVERY single page/product/item of our website to be TRANSLATED in the following languages
- Spanish US
- Spanish MX
- Canada FR
Please go ahead and test that out and see for yourself the major corruption that takes place on ellasbubbles.com (which has built up over time from action taken by support reps, the implementation of custom spanish for MX/US by WPML, and a variety of other changes).
If you feel comfident in a resolution, I am more than happy to open a ticket. Although I do beliefe the easiest course of action is a GRAND RESET
Thank you for contacting WPML support. While you are waiting for one of my colleagues to take this ticket and work on it, let me provide you with the first debugging steps and try to help with the issue quickly.
For a start I would advise disabling Object cache, cache, and if any security plugin and trying to make a small change to default language pages that have issues, save and re-translate.
If you still have issues please create a staging site for our support and we will check 1 issue per time/ticket to keep things clear.
Please allow me to share admin credentials. I believe you understand the full "scope" of the problem and how we would like the site to function. You can loop this into one ticket of "usability" with many examples (instead of 20+ tickets as you suggested)
I'm Osama from WPML forums support. I'll be glad to help you today.
First of all, sorry for the late reply; it was due to a higher workload.
Please let us focus on the most important issue on your list and check the remaining issues after fixing it.
I would need to look closely at your site, so I would need to request temporary access (WP-Admin and FTP) Preferably to a test site where the problem has been replicated.
Your answer will be private, meaning only you and I can access it.
❌ Please backup your database and website ❌
✙ I need your permission to deactivate and reactivate the plugins and themes and change site configurations. This is also why the backup is critical.
✙ I also need your permission to take a local copy of your site to debug the issue without affecting your live site.
