Good evening, we purchased 500,000 credits to translate our products using automatic translation with the PTC engine.
After translating around 200 products, we noticed something concerning regarding credit consumption. From discussions with Maya and also from your website, you refer to “translation memory,” which, however, seems to be behaving strangely. Let me clarify what I mean. In my example, I refer to a specific product, but I have noticed this with others as well.
When going to WPML > Translation Dashboard and sending the product for automatic translation, it was asking for 11,776 credits for the translation (see translation dashboard.png).
However, if I try to translate the product directly (by clicking the “+”), it only asks for 644 credits, and most of the fields are already translated, which means that the “translation memory” actually works. (see ate,png)
As you can understand, the difference in credits is very large and definitely something doesnt work as it should.
Also, are you able to reproduce it with any other pages/posts?
I have done a test on a sandbox and my results were the same amount of credits was needed regardless if using the Translation Dashboard or the ATE editor.
I would like to request temporary access (wp-admin and FTP) to your site to test the issue.
(preferably to a test site where the problem has been replicated if possible)
**Before we proceed It is necessary to take FULL BACKUP of your database and your website. Providing us with access, you agree that a backup has been taken **
I often use the Duplicator plugin for this purpose: http://wordpress.org/plugins/duplicator/
You will find the needed fields for this below the comment area when you log in to leave your next reply.
The information you enter is private which means only you and I have access to it.
NOTE: If access to the live site is not possible and the staging site does not exist please provide me with a duplicator package created with the duplicator plugin.
I have connected the staging and live site and now they are sharing the same organization ID and credits.
I used this product to test but overall I can see the issue with almost all products.
hidden link
What I believe is happening is that the WPML Translation Dashboard is not picking up on translation memory that is available.
When you go to add the translation through ATE, then it loads existing translations via memory which is why the credits total is much lower.
However, even via WPML Translation Dashboard the credits charged remain on the lower end using the translation memory and after running a test I can confirm that the lower ammount (taking in consideration the Translation Memory was used)
See this loom: hidden link
322 credits total charged and not 1,442.
322 used credit hidden link 188619920 deepl el_en 2026-03-27 20:56:00 UTC
NOTE: I have escalated this with the right team to further investigate as well, as I am not sure if this is expected or not expected behavior quite yet. We have an older documentation that mentions it being expected, however, I want to make sure it's not outdated advice.
Thank you for your detailed explanation and for looking into this.
I appreciate you escalating this to your team, and I’ll wait for your confirmation on whether this is expected behavior or something that needs adjustment.
Good evening Bobby,
I continued translating products and noticed a completely different behavior. The credits are now being calculated correctly in the translation dashboard.
Before opening the ticket, I had translated 300 products using around 400,000 credits. Now I translated another 300 products using approximately 100,000 credits.
You must have changed something. I believe a refund of some credits should be issued.
Looking forward to your response.
