[Waiting for user feedback] Urgent: Credits deducted (700k+) but translation jobs disappeared & queue stuck

Hi again,

Is it possible for you to create a staging site with a copy of the production site so we can run further tests without affecting the live site and isolate the cause of the issue? You can use the WP Staging plugin for free.

I have set your next message private so you can securely share the access credentials to the staging site if you were able to create it.

Hi,

I'm Jakub Bis, a WPML developer. I want to apologize for the slow handling of this so far. I've been looking into it together with Carlos and a colleague from our ATE team, and I'd like to propose a clear path forward to get you unstuck.

What we know on our side

Looking at the records on our translation service (ATE): the work you paid for has actually been translated. The translations exist on our servers. The problem is in the delivery of those translations back to your site, not in the translation itself. So when we get this delivery channel working again, the content you've already paid for should arrive without you having to pay for it a second time.

What I'd like to ask you to do - a small, careful test

Before we make any broader changes, we need fresh data from a controlled attempt:

1. From the Translation Dashboard, pick a small set of the affected posts (5–10 is fine) and send them for automatic translation.
2. Stay on the Translation Dashboard page while it works. Please don't close the tab or navigate away. The send-and-deliver pipeline runs while the page is open, and it can take some time — patience here is essential.
3. Wait for the translations to come back.

Two outcomes are possible:

- They arrive successfully. In that case, please send the remaining affected content the same way — in batches, staying on the page each time — and let everything come through.
- Some get stuck. That is actually useful too. In that case, please send me the list of stuck post URLs (or post IDs). With that list, we can look up those specific jobs on our side, see exactly what state they are in, and act on real, current data instead of guessing.

About the credits

You will not pay extra for this. Two reasons:

1. The content you would be re-sending has already been translated on our side. Translation memory should match it back to your site at no cost.
2. If, for any reason, any new credits are deducted during this re-send for content you already paid for, we will reimburse those credits. You will not pay twice for the same work.

So please don't hesitate to try — there is no financial risk.

Once again, I'm sorry for the disruption. With the result of this small test we'll have a clear, current picture, and we can finish resolving this for you.