Issue: The client wanted to reuse WPML machine translation credits from a virus-infected website (www.estsnap.com.tr) on another domain (www.mimozabilisim.com) . There was confusion about whether it was possible to get a full refund of credits already used to re-translate the entire site. Solution: 1. We checked the Machine Translation account and found a total of 1,946 unused credits assigned to the infected site. 2. We moved those credits back to the client's account on WPML.org. 3. We explain that we cannot refund credits that have already been used for translations, since we also pay for them to the translation engine service. 4. Clarification that the domain http://www.estsnap.com.tr was not mentioned in the initial ticket message and that the other domain (www.mimozabilisim.com) had 76,852 credits allocated, of which 74,906 had been used and 1,946 were available and not used. 5. Relevant documentation on the automatic translation credit refund policy has been attached: https://wpml.org/documentation/automatic-translation/automatic-translation-pricing/#refunds-for-automatic-translation-credits.
If the solution provided is not relevant to your case, because it could be outdated or not applicable to your situation, we suggest opening a new support ticket. We strongly recommend that you review known issues at https://wpml.org/known-issues/, check the version of the permanent solution and confirm that you have installed the latest versions of themes and plugins. If you need additional assistance, please contact us on the WPML support forum.
Problem: The client's automated translation credits did not return after deleting a hacked website from their WPML account. Solution: 1. We asked the client to provide the domain they were using for the site and the amount of credits they remembered having. 2. After receiving the information, we located the site with the remaining credits and moved them back to the client's WPML.org account. 3. We instructed the client to: - Visit their WPML account sites page - Remove the current key for their site and generate a new one - Copy the new key - Go to their WordPress backend > Plugins > Add new > Commercial > UNregister WPML and REgister WPML with the new key 4. We provided a link to the documentation on how to assign the credits to their site: 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Please note that this solution might be irrelevant if it's outdated or not applicable to your case.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 the solution does not resolve your issue, we highly recommend checking the 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 is trying to add a language switcher to the SuppaMenu on their website but cannot find any documentation and is unsure if the plugin is compatible with WPML. Solution: We have investigated and found that the SuppaMenu plugin appears to be out of business, with no updates since 2018. It is very likely that this plugin is no longer compatible with WPML. We recommend that the client tries to add a language switcher to a custom position on their website using the method provided in our documentation:
Problem: The client wanted to remove a site from their WPML account and transfer the unused automatic translation credits to another site.
Solution: 1. We provided instructions on how to migrate or move credits between sites with a link to our documentation: How to Assign Automatic Translation Credits to Your Sites. 2. We located two automatic translation accounts for the domain the client wanted to remove. One account had 18,426 credits, and the other had 2,588 credits. 3. We moved all the credits back to the client's WPML.org account, which they can now see at http://wpml.org/account/. 4. We provided the same documentation link again to assist the client in assigning the credits to their other site: How to Assign Automatic Translation Credits to Your Sites.
If this solution doesn't look relevant, please open a new support ticket at WPML support forum.
Problem: If you're experiencing an issue where the page title appears between the menu and the slide part on your translated pages, Solution: First, ensure that the page options in both the default and translated pages have the same values. If they differ, follow these steps: 1. Navigate to WPML >> Settings >> Custom Fields Translation section. 2. Look for the problematic custom field, such as “title”, and set it to “Copy”. 3. Save the changes. 4. Re-save the default language page to apply the changes to the translated page. For more detailed guidance, check out our documentation on Translating Custom Fields.
