Your platform keeps invalidating licenses for most of our platforms.
I've gone through deleting key, adding new -> adding on backend many times with same result.
Why it keeps doing it?
Because you are too slow and we had BF coming where many of products were simply broken - I tried last resort. Uninstalled WPML (retaining all data) and then installing again.
Now Translations started to work, but it doesn't update content! It just simply retranslated everything. Even when we had minor changes (or system things pages were updated) it still fully retranslates. them. I've already had consumed shit loads of token.
We had few critical products which need to be fixed so I had no other option to consume credits, but I would expect you to cover these, because it's a bug of your software.
It's been nearly 3 weeks you trying to resolve it, it's unacceptable for ecommerce businesses. Especially during busy festive seasons!
I have checked the internal records and this is what I have found. Please read all the points those are not a solution but the explanation of what happened.
1. Stuck jobs
The jobs were completed and were waiting for delivery, but now the website has been registered with new keys and new records to ATE, so old jobs are still there, but new ones are delivered.
2. Credits deducted for same content.
This is because the connection to the old website is lost and WPML treats it as a new website so old translation memory is not used.
3. Site key is disconnected.
When you create new site key the old ones are blocked automatically. I would have checked the original issue, but since the old site key is deleted, I can no longer track this issue.
I am checking internally how we can restore the old state so that will fix your issue.
But I would like to know your workflow to understand the origin of issue.
1. Can you please tell me when you reinstalled the WPML, did you reset it or delete some records too?
2. When you found the missing key issue, did you create a new key on wpml.org or did you publish the staging website to live on wpml.org?
3. New website is registered on 28th Nov is it same date you re-installed the WPML? But I am still trying to find how reinstalling can delete the ATE records from the database. Could you elaborate the steps you took?
I have unregistered old key and then reinstalled WPML on 28th of November.
This was advice I found on your website. Because of your support was not able to fix and we had Black Friday sale I was doing all my best to fix translations.
Since then it keeps retranslating all changes in full. Even those I already translated with a new key. see the reports hidden link
I've already consumed millions of credits.
Are you going to refund them?
There is another issue which I believe is related -> your backend keeps deregistering my sites. But site backend says it's registered.
See screenshots.
Now all content I have requres retranslation. for now I updated only critical products, which required for BF sale, but now if I do change to any of our blog posts, KB, products it will trigger update and instead of update will use full translation.
It already cost us thousands of $ to translate content, and now will cost even more to fix it?
Really waiting for a solution, can't express how pissed off I am.
Thanks for the confirmation. And I am sorry for the trouble.
I have confirmed that a new record of ATE connection was created; therefore, you are getting charged again for old content.
Just please hold on I can merge these two records so we can restore the old translation memory till then, please do not update the content. This will not take much time.
About credis refund, I would like to confirm if you have altered the database any way to understand the issue.
Because re-installing WPML should not delete the existing ATE records from the database, and no new website should be registered on our server.
This can only happen when ATE records are deleted from the database, then WPML creates new records.
I am also checking WPML key issue, but we should first fix this urgent one as it is costing credits. I will come back to this one after fixing the credits issue.
I have merged the two ATE records into one. Now you should have the old translation memory back to the system with the new one.
Also, credits are merged, so you will see updated credits now.
Please go ahead and test.
About the refund request, I just checked with the account team. Your new ATE website shows 1473906 credits. We are offering you 50% refund of it in the form of credits. Does it sound good to you?
The reason behind it as we don't know how much content was new and how much was old. The new content should be charged while the old one should use translation memory.
If you agree, I will deposit this credit amount.
And sorry again for the trouble. Please make sure you avoid changing DB records that connect to the ATE server while migrating or reinstalling WPML.
About the site key issue, I am very close to concluding the problem. I am trying to replicate it on my test site. Please allow me some more time.
Hi there, no, i've not altered database or ATE jobs.
I could provide evidence by taking reports as well as dates when new pages were created (not many) on what content is new and what was retranslated.
We do have dates when new content was added. so we could exlude these from counting credits.
Averything else - at some point automatic translation got kicked in (I've reported it here) and it just in 20-30 min burned more than a million and that content still was left as untraslated.
I suggest we take report from dates I reported issue and that would help to count how much should be refunded.
>Your new ATE website shows 1473906 credits
I'm only seeing:
608,994
Prepaid credits left
Sorry for the misunderstanding. I don't think I explained myself well.
>I'm only seeing:
>608,994
>Prepaid credits left
Yes, that's correct, and current credits in your account are 495248 at the moment but when I said
>Your new ATE website shows 1473906 credits
I meant since 28th Nov, you have used 1473906 credits. Because the new ATE registration was added to the website, we can see the used credits without calculation.
So our concern is 1473906 credits. Now these credit numbers could have been less if translation memory were used.
For example, an existing page has two strings, one of them is already translated on the system, so only one string will use credits the other existing string will use translation memory.
But with the new registration details, everything was re-translated. Therefore, I am offering you 50% of 1473906 i.e. 736953 credits as a refund.
Because an exact calculation is not possible. The problem is not new or old content detection; the problem is translation memory usage. For example, a new page may use 0 credits if all of the content exists in translation memory, but an existing page may use full credits if it contains all new strings that were never translated before.
