Problem: The client deleted a WP-staging clone and noticed that the credits on the production site disappeared. They were concerned about how to recover the credits and ensure they are transferred back correctly after deleting a registered site. Solution: We asked the client to provide the URL of the staging site and the number of credits registered with it. Additionally, we requested them to navigate to WPML -> Support -> Troubleshooting and share the long number under "Your Automatic Translation account id is". After receiving the necessary details, we located 159,063 credits on another instance of the client's site created on Sun, 01 Dec 2024. We then moved those credits to the current instance of the website.
If this solution does not resolve your issue or seems outdated, we recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If further assistance is needed, please open a new support ticket at WPML support forum.
Problem: You lost 16000 credits after adding and removing a production site and cannot find the credits anymore. Solution: If you're experiencing this issue, it might be due to the automatic translation account ID being reset when WPML is uninstalled or WordPress is reinstalled. We have added the 16k credits back to your WPML.org account. You should now be able to see and assign them to your site by following the steps provided in this documentation: How to Assign Automatic Translation Credits to Your Sites.
If this solution does not apply to your case, or if it seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. Additionally, if you need further assistance, please do not hesitate to open a new support ticket at WPML support forum.
Problem: The client lost 60,000 credits after updating Elementor Pro and WPML Plugin and reassigning the license. Despite trying to reassign the credits to the production site and unregistering and re-registering the site, the credit balance still showed zero. Solution: First, we advised the client to move the credits back to their WPML.org account by clicking "add/remove credits" on https://wpml.org/account. Next, the client should remove the current site key and generate a new one on https://wpml.org/account/sites/, then unregister and re-register WPML with the new key on their website's backend under Plugins > Add new > Commercial. Finally, re-add the credits to the site following the steps provided in https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/. Additionally, we located a total of 399,944 credits previously stuck to the last automatic translation account and reassigned them to the client's current account.
If this solution does not resolve your issue or seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the problem persists, please open a new support ticket at WPML support forum.
Problem: The client is experiencing issues with incorrect display of booking price information in different languages on their website. The text 'per night' is showing incorrectly in Italian, French, and German, despite being correct in English and Dutch. Solution: We recommend checking the booking settings in the backend of your WordPress site. Specifically, you should open the translated booking listings in the WordPress Editor and ensure the settings are correct. To ensure these settings are correctly copied to all translations, go to WPML > Settings > Custom Fields Translation and set the relevant fields to "copy". After adjusting these settings, re-translate your booking posts. For detailed guidance on translating custom fields, visit: Translating Custom Fields If you need to translate specific booking option texts, use the WPML > String Translation tool. For more information, check out: String Translation If these steps do not resolve the issue, we are available to further assist. Please provide temporary access to your site by following the instructions provided in our support forum, and ensure you back up your site before providing access.
Please note that this solution might be outdated or not applicable to your specific case. We highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the issue persists, please open a new support ticket with us for further assistance.
Problem: The client was unable to load the Translation Editor after updating Elementor to version 3.21.0 pro Version 3.20.3. Despite trying various troubleshooting steps such as clearing browser cache, using different browsers and devices, and following specific WPML troubleshooting steps, the issue persisted.
Solution: We suggested the client clear the browser cache or try accessing the Translation Editor from a different browser. Eventually, the client was able to resolve the issue by using a different PC, which indicated that the initial PC had not cleared all the data cache as needed.
If you're experiencing a similar issue, we recommend you: 1. Clear your browser cache or try a different browser. 2. If the problem persists, follow these WPML troubleshooting steps: - Edit the primary language page and make a small edit to force the secondary language to display the "Update Language" icon. - Navigate to "WPML" > "Translation Management" > "Jobs" and cancel the job for the page you're having issues with. - Go to "WPML" > "Translations" and click on "Resign" for the problematic page. - Visit "WPML" > "Support" > "Troubleshooting" and click "Synchronize local job ids with ATE jobs". - Disable and re-enable all WPML plugins.
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If these steps do not resolve your issue, we highly recommend checking related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If you still need assistance, please open a new support ticket.
Problem: The client was unable to see the automatic translation credits available on their main site after a WordPress update, despite the WPML license showing credits as available. They had previously resolved similar issues by re-adding the site, but this time it did not work.
Solution: We found multiple automatic translation accounts with remaining credits that seemed to be unused due to multiple reinstalls or site moves. We consolidated these credits back into the client's WPML.org account. We then instructed the client to: 1. Remove the existing key for the current site from their WPML.org account sites page (https://wpml.org/account/sites). 2. Generate a new key. 3. Go to their site's backend, navigate to Plugins > Add new > Commercial, unregister WPML from the old key, and re-register WPML with the new key. 4. Assign the credits back to their site by following the steps provided in our documentation (https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/).
We also requested the client to share their Automatic Translation account ID from the WPML > Support > Troubleshooting section for further assistance.
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If you're still experiencing issues, we highly recommend checking related known issues (https://wpml.org/known-issues/), verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the problem persists, please open a new support ticket with us for further assistance.
Problem: The client's domain has been up and running for years, and WPML is asking to confirm the new site to the IP address, even though the client never uses the IP address to access their site. Solution: We recommend that if you're experiencing a similar issue where WPML is prompting you to confirm a site using an IP address instead of a domain name, you should select that you are using the domain and not the IP address. Before making any selections or changes, it's crucial to: 1. Create a full website backup. This ensures that you have a restore point in case anything goes wrong. Server settings or changes can sometimes trigger notices like the one mentioned. As long as you confirm that you are using the domain, everything should work correctly.
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If the issue persists, we highly recommend checking related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If you still need assistance, please don't hesitate to open a new support ticket with us.
Problem: The client had an issue where their automated translation credits were showing as zero despite having credits available. They also encountered a request from WPML to confirm the new site address, which was confusing since they only use the domain name and not the IP address.
Solution: 1. We located the client's account and restored "86950" credits to their WPML.org account. 2. We instructed the client to remove the current key for their site and generate a new one by following these steps: - Visit https://wpml.org/account/sites/ - Remove the current key and generate a new one - Copy the new key - Go to the WordPress backend > Plugins > Add new > Commercial > Unregister WPML and then Register WPML with the new key 3. We provided a link to the documentation on how to assign the restored credits to their site: https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/
Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If you're still experiencing issues, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the problem persists, please open a new support ticket at our support forum.
