Background of the issue:
I am trying to send transactional emails, such as Selfie Verification and registration emails, to users in their selected language. The issue can be seen here: hidden link.
Symptoms:
All emails are always sent in English, regardless of the user's language or site language settings.
Questions:
Why are emails not being sent in the user's selected language?
How can I configure emails to be sent in the language set in the user's profile?
It is not a plugin; it is the core of the template.
It works correctly only when the admin is the language example Spanish, send the correct language.
But it should work depending of the user language.
I'm confused because in another ticket, Andreas, my colleagues already helped you with this issue, and you marked the ticket as resolved. The video you shared in this ticket is the same as the video in the other ticket.
I marked the previous ticket as ''resolved'', not because the issue was fixed, but because it was clear to me that Andreas didn’t understand the problem, and I didn’t want to waste more time in that thread.
When the platform asked me if the issue was resolved, I replied “no”, and explained that I would try to fix it myself — but to be clear: this is an issue related to WPML.
In that ticket, I had shared a video clearly showing the core of the issue, related to the template not sending the email correctly. However, Andreas replied, mentioning AffiliateWP, which suggested he probably hadn’t watched the video or didn’t understand the actual issue.
In addition, when Andreas accessed the test environment I had prepared, he completely broke the page: he deactivated all plugins and the platform stopped working properly. That’s also why I closed everything — nothing was functional anymore.
Also, Kor, one of your developers, has a working duplicate copy of the site, so it's not necessary to create a new one.
However, I’ve also restored a new test environment, and I can give you access to that too in case you'd prefer working there.
Thank you for explaining the situation with your case.
You wrote: "In that ticket, I had shared a video clearly showing the core of the issue, related to the template not sending the email correctly."
Is this template part of your theme, the LoveDate theme by jwsthemes? hidden link
I watched your video a few times. For next time, please note that it is very challenging to follow a screencast without a voice-over explaining each step you take. Next time, please try to talk over the video and explain what you do.
Please note that my weekend is Friday to Saturday, and I'll be able to continue checking this issue and helping you on Sunday.
Thank you for confirming that it is a template of the LoveDate theme by jwsthemes.
Please refer to our developer guide on email translation to see if it helps you wrap the email's strings in the correct gettext functions to resolve this issue.
Alternatively, if it is practical for you, consider using an alternative theme, such as BuddyBoss, which is officially compatible with WPML. https://wpml.org/plugin/buddyboss-platform/
Otherwise, we need to replicate this issue on a fresh WordPress installation. Then I'll be able to escalate it to our compatibility team. To achieve this, I created a test website with a clean WordPress installation. You can access it through this link:
hidden link
With this link, you'll be directly logged in.
Could you please install the LoveDate theme and see if the issue is replicable on a clean WordPress installation?
Please configure WPML as it is set on your site (just the basic configurations needed to replicate the issue are sufficient).
Please also make sure that you are installing the latest version of the theme.
When everything is finished and you can replicate the problem, please let us know. Important! Do not import your site to the test site. We must replicate the problem on a fresh, clean WordPress installation.
I would like to mention that the LoveDate theme by jwsthemes is not officially compatible with WPML, and as of now, I can see that you are the only client of ours who uses it. I'm writing this to establish expectations for the priority assigned to this problem. If it's something simple that our compatibility team can resolve quickly, we'll be happy to help and share the fix with you. Otherwise, I can promise a solution. You are also welcome to contact the JWSThemes developer for assistance with this. They only stated on their part that the theme is compatible with WPML.
Thanks for installing the theme on the sandbox site. However, we don't have a site key for this theme. We are not in any way connected to the authors of this theme.
Please ask the authors for a site key for the sandbox site. Explain that it is to debug an issue with WPML.
I apologize for the delay. I was trying to implement your suggestion.
I’ve done everything I can to configure WPML within our existing platform. hidden link
However, migrating one year of development into a new server to replicate the issue is simply not viable — it’s a mission impossible.
We previously had an open issue with Lucas regarding a compatibility problem with Theme Options (caused by Redux Framework incompatibility), but that issue was closed without resolving the underlying problem.
They only solved the Redux Framework incompatibility, and then I found the issue closed.
Here is the issue we are trying to solve:
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At that time, the theme developer ran a test based on the current configuration of our multilingual platform and recorded a video to demonstrate how WPML is handling email delivery based on the selected language.
Here’s the issue:
* When the admin selects a language (e.g., English or Spanish), the email is sent in that selected language.
* However, what we need is for the email to be sent in the **language the user has set in their profile**, regardless of what the admin selects in the backend.
This is essential for our platform’s user experience, as we allow users to register and navigate the platform in multiple languages (EN, ES, PT), and they should receive communications accordingly — **not based on the admin’s selection** at the moment of sending.
🎥 **Video demonstration:** hidden link
Could you please let me know if there’s a way to configure WPML so that **emails are always sent in the recipient user’s language** automatically?
We are happy to provide backend access to our **test environment** if someone from your team is available to review the current configuration directly.
Just let us know, and we’ll send over the credentials and guidance.
Thanks for explaining the issue in detail and sending the video. I understand now that you need the email always to be sent in the user's preferred language (the language the user has set in their profile). For this, we have two hooks you can use. Here are the links:
I hope that this will help you achieve what you need.
Please note that my weekend hours are Friday to Saturday. If you need further assistance, I'll be available to continue checking this issue and helping you next week.
