Background of the issue:
I am trying to add translators who have already translated the website, but I can't add them back since the last plugin update.
Symptoms:
Existing users who were translators have disappeared as options. If I try to add them as 'non-existent', WPML registers that they already exist.
Questions:
Why can't I add existing translators back after the plugin update?
How can I make existing users available as translator options again?
Could you please update your credentials here using the private reply option so I can take a closer look or escalate the issue further if needed? Also, kindly let me know which user you're still having trouble adding as a translator.
Please note that it is important to have a backup for security purposes and to prevent any potential data loss. You can use the UpdraftPlus plugin (https://wordpress.org/plugins/updraftplus/) to fulfill your backup requirements.
We previously granted access to Updraft along with all necessary information. However, around two weeks ago, someone accessed our website and deleted important parts, causing the entire site to go down. Given the timing, this raises concerns that the issue might have originated from either the Updraft side or someone with plugin-related access, which includes WPML.
As a result, we are currently extremely cautious about providing any further access to our website. For this reason, we would prefer to arrange a direct conversation or meeting with a developer or technical support representative from WPML. This would allow us to ensure that we're speaking with someone who can genuinely help us and who we can trust with sensitive access, should that become necessary.
We appreciate your understanding and look forward to finding a secure and effective way to resolve the issue.
Best regards,
The users that we are unable to add as translators are Niki, Elena, Elise, and Anniina
Thank you for sharing the details of your situation. We're truly sorry to hear about the recent issues you've encountered and understand your caution regarding granting further access to your website.
To address your concerns and assist you effectively, we recommend that your developer initiates a live chat session with our support team. This will allow us to discuss the matter in real-time and work collaboratively towards a secure and efficient resolution.
Please have your developer visit our English Support Forum at https://wpml.org/forums/forum/english-support/. Upon logging in and starting a new support ticket, they will see an option to start a live chat, provided a supporter is available at that time .
We look forward to assisting you and your developer to resolve this issue promptly.
Thank you for your response and for understanding the situation.
I’ll inform our developer to initiate a live chat session through the WPML English Support Forum as advised. Hopefully, we can resolve the issue quickly and securely this way.
Appreciate your support – we’ll be in touch shortly!
