Problem: The client is unable to access the translation page on their WordPress site and receives an error message instructing them to add themselves as an English translator. Solution: To resolve this issue, we recommend the following steps: 1. Ensure your user profile in WordPress is complete with first name, last name, and email. 2. Navigate to WPML → Translation Dashboard. 3. Go to the Translators tab and click 'Add a Translator'. 4. Choose the option for an existing user, search for your username, and select your profile. 5. Select the language pairs you wish to enable for translation and save. If you encounter issues where your user does not appear or the search yields no results, it might indicate a conflict. In such cases: 1. Ensure you take a full backup of your site and database before proceeding. 2. Deactivate all plugins except for WPML and String Translation. 3. Switch to a standard theme like 2024 or 2021. 4. Retry the steps to add yourself as a translator. 5. If successful, reactivate plugins one by one to identify any conflicts. 6. Finally, switch back to your original theme to check for issues. If these steps do not resolve the problem or if the solution seems outdated or irrelevant to your case, we highly recommend checking related known issues, verifying the version of the permanent fix, and confirming that you have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 issues persist, please open a new support ticket.
Problem: The client was unable to see the pencil icon for editing translations in the WPML string translation feature. This issue was suspected to be due to a conflict or a database collation issue. Solution: We initially attempted to log into the client's admin panel to investigate directly, but faced login issues. We then recommended that the client contact their hosting provider to change the database table collation for all
icl_string*
tables to
utf8mb4_unicode_520_ci
. Additionally, we provided an SQL query to convert all tables and character columns in the MySQL database from
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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 further assistance is needed, please open a new support ticket at WPML support forum.
Problem: The client reported a critical issue on the translated version of their website where shipping fees were not displayed correctly. Specifically, 'Taiwan' could not be selected as a shipping country, and the shipping fees for 'China, Hong Kong, and Macau' were either incorrect or not displayed at all.
Solution: We identified that there might have been a stuck value in the database. To resolve this, we added a shipping cost to the field, observed the incorrect display, and then removed the value and saved the settings again. This action helped to refresh the database entries and corrected the display of shipping fees on the live site. We recommended the client to check if the issue was resolved on their staging site first, and then apply the same steps on the live site.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your 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 problems persist, please open a new support ticket.
Problem: The client reported two issues: First, the admin language setting 'set admin language as editing language' does not change the page language accordingly when switching languages via the top bar. Second, in WPML → String Translation → Domain: admin_texts_widget_text, some strings still show 'Waiting for translation' even after being translated. Solution: For the first issue, we escalated it to our team for further investigation. For the second issue regarding the string translation, it appears there was a misconfiguration in the translation settings which we corrected. The correct format should be in the 'woocommerce' textdomain, and the date format was adjusted from "j M Y" to "Y j, M" which resolved the display issue.
If this solution does not resolve your issue, or if it seems outdated or not applicable to your 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 further assistance is needed, please feel free to open a new support ticket at WPML support forum.
Problem: The client experienced an issue where the language settings in the backend were inverted after changing the default language in WPML to Traditional Chinese. Specifically, the language setting at the top showed English while the backend displayed Chinese, and vice versa. Solution: We advised the client to avoid changing the default language in WPML->Language unless necessary, as it can cause display issues in the backend. The backend language is controlled by the USER profile settings on wp.com. We recommended setting the admin language as the editing language in the user profile settings to ensure consistency. Additionally, we suggested regenerating the .mo files via WPML->Support->Troubleshooting to correct any language display issues.
If this solution does not resolve your issue or seems outdated, we recommend opening a new support ticket. We also advise 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. For further assistance, please visit our support forum at WPML support forum.
Problem: The client reported two issues: Firstly, the 'Add to basket' button on the checkout pages for individual products in Traditional Chinese displayed in English, and the relevant string was not found in WPML String Translation. Secondly, after changing the default language back to Traditional Chinese, the language settings on some backend pages were reversed. Solution: For the first issue, we advised the client to enable the 'Include translations' option within WPML->String Translation to locate and translate the string correctly. A screencast was provided to assist in this process: https://www.loom.com/share/b6b76dc6f22b49e6a4b73ab13b7e58c6. For the second issue, we identified it as a separate problem that needed escalation, and we created a new ticket for further investigation.
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 the problem persists, please open a new support ticket for further assistance.
Problem: The client was experiencing an issue where the brand page could not be found when accessing it through the specified URL. The expected brand pages and their products were not displaying, showing an error message instead. Solution: We identified that the issue was related to the URL structure and the translation settings within WPML. Here are the steps we took to resolve the issue: 1. We navigated to WPML->String Translation to locate and delete the existing brand strings. 2. We then re-scanned and re-translated these strings to ensure they were correctly set up. 3. We adjusted the permalink settings from Chinese to English in WP->Settings->Permalinks, which was initially not taking effect likely due to caching issues. These steps resolved the brand page not found error, and the correct URLs began to function as expected.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your 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 problem persists, please do not hesitate to open a new support ticket at WPML support forum for further assistance.
Problem: The client was experiencing issues with incorrect product images in the English version of their website after duplicating a product and updating its details. Additionally, there was confusion about what '7 left' means next to the 'Duplicate terms' option in WPML. Solution: First, we recommended editing the primary language product and clicking "Update" to resync the data to the translated product. If the images still appeared incorrect, we suggested clearing the cache using the "Clear the cache in WPML" button found in WPML > Support > Troubleshooting. For issues related to missing brands on translated products, the solution involved resaving the product in the original language and retranslating it to ensure all data is correctly synced across languages.
If these steps do not resolve your issue, or if the solution seems outdated or not applicable to your case, 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. Additionally, you can open a new support ticket for further assistance at WPML support forum.
Problem: The client was unable to update existing products to a specific brand, modify the product category, or change the product images. Additionally, there was an issue with product images not updating correctly in the translated version. Solution: We recommended the following steps: 1. Navigate to WCML > Status > Troubleshooting and run the option "Duplicate terms (please select attribute)" to fix the initial issue. 2. Edit the primary language of the product and click "save/update". 3. Retranslate the product to ensure that the brand and category updates are copied to the English language product. For the issue with the images not updating on the translated page, we have split the ticket and are addressing it separately here.
Please note that the solution provided 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.
Problem: After migrating content from a test site to a live site, the client faced issues with the translation backend interface where brands were unavailable. Specific problems included the inability to add or update translated products in brand categories, and navigational issues on translated brand pages. Solution: We recommended the following steps to resolve the issue: 1. Navigate to WPML > Settings > Category Translation. 2. Locate Brand (product_brand) and set up different aliases for your brand in different languages. Change 'Brands' to 'Brand'. 3. Click save. We advised the client to check if the issue was resolved by visiting their brand page.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your 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 problems persist, please open a new support ticket at WPML support forum for further assistance.
Problem: The client was trying to translate the footer content from Chinese to English using WPML, but after correcting the source and target language settings in Strings, the page did not update. Solution: We recommended the following steps to resolve the issue: 1. Delete the existing widget translation from WPML >> String Translation page. 2. Add the following XML in WPML >> Settings > Custom XML Configuration section:
3. Re-save the Widgets from Appearance >> Widgets page. 4. Go to the WPML >> String Translation page, search for the widget strings, add the translation, and it should now show the correct translation at the frontend. Additionally, ensure to choose the default language using the admin language switcher when editing the widgets from the Appearance >> Widgets page.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your 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 further assistance is needed, please open a new support ticket at WPML support forum.
