Urgent: Credits deducted (700k+) but translation jobs disappeared & queue stuck

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Supporter timezone: Europe/Rome (GMT+02:00)

Tagged: ATE, Credits

This topic contains 32 replies, has 1 voice.

Last updated by Alejandro 13 hours, 42 minutes ago.

Assisted by: Alejandro.

Author	Posts
May 14, 2026 at 3:57 am #18034577
leol-13	Hi, I think there is still a massive misunderstanding here about what happened. My expectation is that ALL my 180+ POSTS should have been completely translated by now. Here is the reality of the situation: I absolutely selected ALL 180+ Posts for translation in the very beginning. The system threw a "Network Error / Send Failed" message. Even though it failed, your system STILL deducted over 700,000 credits from my account. The Posts were NOT translated. So, when you say "the Posts weren't sent," that is exactly the bug we are talking about! The system crashed and failed to put them in the queue, BUT it still took my 700,000+ credits anyway. I paid for the translations of these Posts, but the translations were never delivered. I cannot resend these Posts because my credits are gone. Please have the 2nd tier team review this, refund my missing 700,000+ credits, and help me finish translating these Posts.
May 14, 2026 at 10:32 am #18035415
Alejandro WPML Supporter since 01/2018 Languages: English (English ) Spanish (Español ) Italian (Italiano ) Timezone: Europe/Rome (GMT+02:00)	Hello there! I want to clarify the situation a bit because i also think there's a misunderstanding here. We initially tested with the pages and some posts and everything worked normally. however we didn't send all the posts to translate right away. We actually refunded those 700k credits but they will NOT be used when you send the posts to translate again, you don't need them because they were used initially and while you didn't receive the translations, they did get created, they just needed to be retrieved to your site which is what we're doing. At the moment there are more or less 50 posts in german out of the 271 published you have in the original language and they will all eventually appear, it's a matter of time because we already sent them to translate again. There were some credits deducted on this new session, but probably because we sent 271 posts and not 180 as you mentioned there were initially. but they were not 700k worth of credits. You'll keep those credits and get the translations. in a few hours at most, you should have everything correctly showing (we're monitoring everything and it could all be finished in just a few minutes, not hours, it depends on your server and if there are other issues or not).
May 14, 2026 at 1:02 pm #18035866
Alejandro WPML Supporter since 01/2018 Languages: English (English ) Spanish (Español ) Italian (Italiano ) Timezone: Europe/Rome (GMT+02:00)	Just so you know, I checked the site like 20 mins ago and also now and the post were all translated (I had sent them all to translate), they seem to be showing normally in the front-end as well so i think we're ok now. Please confirm and let me know.