credit lost

This thread is resolved. Here is a description of the problem and solution.

Problem:
The client mistakenly set a large number of strings to translate, resulting in the loss of about 9,000 credits without confirmation, and the page timed out. The client was unsure which strings were translated and needed a way to recover these credits.
Solution:
We reviewed the translation jobs on the Automatic Translation Server and confirmed that no strings were mistakenly translated. After understanding the situation, we processed a refund of 9,000 credits to the client's prepaid account. We recommend checking your account to confirm the credit refund.

If this solution does not apply to your situation, or if it seems outdated, please visit our known issues page and ensure you have the latest versions of themes and plugins installed. If the issue persists, we highly recommend opening a new support ticket here.

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Tagged: ATE, Exception

This topic contains 8 replies, has 2 voices.

Last updated by Bigul 1 year, 2 months ago.

Assisted by: Bigul.

Author	Posts
September 24, 2024 at 3:58 pm
northpickB	Background of the issue: I made a mistake and set to translate so many strings. I lost about 9k credits. Symptoms: Credit lost Questions: How can I recover the lost credits? Is there a way to undo the translation of the strings?
September 25, 2024 at 8:02 am #16218659
Bigul	Hello, I have shared the details with our team for further checking. Sorry, the site credentials were cleared when moving the ticket to a chat. So please share it again. -- Thanks! Bigul
September 25, 2024 at 8:17 am #16218885
Bigul	Hello, Thank you for the updates and login information. I have forwarded it to our team. We will get back to you as soon as possible. Please wait. -- Thanks! Bigul
September 26, 2024 at 4:23 pm #16226789
Bigul	Hello, As I mentioned in the chat, it is unlikely that strings were translated by mistake because they need to be manually selected and sent for translation. It is possible that the strings were automatically translated by default, but you can undo this if needed. Our team checked the translation jobs in the Automatic Translation Server and could not find any case where this happened. Therefore please let us know the exact steps you have followed for 'mistakenly' to translate those strings. This information is must required to process a refund. -- Thanks! Bigul
September 26, 2024 at 4:55 pm #16226870
northpickB	I opened strings from the menu, opened display all strings and instead of delete, clicked on translate. There no confirmation and due to the number of strings, the page timed out after like 30 seconds. I could not stop and then I found it used almost 10k credit. I could not find what strings were translated neither. Currently I have 15k strings again, but did not touch it any more.
September 27, 2024 at 7:57 am #16228711
Bigul	Hello, Thank you for the feedback. I have shared it with our team. We will get back to you as early as possible. Please wait. -- Thanks! Bigul
October 7, 2024 at 8:12 pm #16263461
northpickB	can you please recheck?
October 8, 2024 at 4:34 pm #16266801
Bigul	Hello, Sorry for the late response. We are processing your request and get back to you soon. Please wait. -- Thanks! Bigul
October 9, 2024 at 3:38 pm #16271518
Bigul	Hello, We have processed the refund of 9000 credits to your prepaid account. Please check it now and let us know your feedback. -- Thanks! Bigul