Problem: The client was unable to find an option to enter the site key in WordPress for WPML registration. Solution: We advised the client to first check if WPML was fully registered or connected to their account. Here are the steps we recommended: 1. Log into your WPML account. 2. Navigate to the 'Register WPML on your sites' link to manage or create a new site key. If these steps did not resolve the issue, we requested the client to provide access credentials privately to further investigate the configuration and ensure everything was set up correctly. Additionally, we confirmed that WPML was registered correctly at the provided admin URL, where the client could also manage their registration keys.
Please note that this solution might be outdated or not applicable to your specific case.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: The client reported two main issues with their WPML setup on a WordPress site using WooCommerce, Elementor Pro, and the WoodMart theme. First, the main navigation menu was not rendering on translated pages across 10 active languages. Second, the menu admin UI displayed empty items despite a record count indicating the presence of items.
Solution: We addressed the issue in several steps: 1. We instructed the client to perform basic troubleshooting via WPML > Support > Troubleshooting, which included clearing WPML cache and fixing terms count. 2. For the mega menu not displaying correctly, we set specific custom fields related to the mega menu feature to 'Copy' under WPML > Settings > Custom fields section. This ensured that the mega menu settings were consistent across all languages. 3. We corrected the settings for the '_menu_item_object_id' custom field from 'Copy' to 'Don't translate' to prevent incorrect item relationships across different languages. This change was crucial for maintaining menu integrity when translated. 4. The client was advised to manually delete and re-add menu items in the non-English menus and synchronize them with the original menu.
These steps resolved the issues with menu visibility and functionality in the admin UI and on the frontend across all languages. For further details on translating custom fields, please refer to this documentation.
If these solutions do not resolve your issue, or if they seem outdated or irrelevant 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 problems persist, please open a new support ticket.
Problem: If you're experiencing issues with incorrect pricing when selecting product options and using Apple Pay on your multilingual WooCommerce site, it might be due to the Stripe Gateway plugin not handling Chinese characters for term meta slugs. Solution: We recommend following these steps to resolve the issue: 1. Navigate to your WordPress Dashboard > WPML > Taxonomy Translation. 2. Select the Product Color taxonomy. 3. Click on the pencil icon next to each color and change the slug to Latin characters, then save. Repeat this for all Product Size terms as well. This should correct the pricing discrepancy.
If this solution does not apply to your case, or if it seems outdated, please check the related known issues and confirm that you have installed the latest versions of themes and plugins. If the problem persists, we highly recommend opening a new support ticket for further assistance. You can do so here: WPML support forum.
Problem: If you're experiencing issues with articles not appearing in the correct order or not displaying by default on your Resource Library and blog, and you notice that the date order is inconsistent, this might be due to incorrect WPML translation settings for your post types. Solution: We recommend checking the translation settings for your 'Posts' and any custom post types used in your Resource Library. Here's how you can do it: 1. Navigate to WPML -> Settings. 2. Scroll down to the Post Types Translation section. 3. Ensure each post type related to your blog and Resource Library is set to 'Translatable'. This setup is crucial for WPML to manage content correctly across different languages.
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 problems persist, please open a new support ticket at WPML support forum for further assistance.
Problem: The client is experiencing difficulties with WPML on various levels, including issues with content translations and the initial setup. Specific challenges include translating Patterns, Templates, and Template Parts, and confusion about whether WPML is the right choice for their needs.
Solution: 1. Confirm that the WPML setup wizard has been completed and that all necessary components are installed. 2. Ensure that post types are set to 'Translatable' and review custom fields translation settings. 3. Use the Translation Dashboard to locate and translate Patterns, Templates, and Template Parts. 4. If issues persist, consider sharing a short video or providing temporary access to the site for direct assistance from our support team. 5. For further guidance, visit the WPML Getting Started Guide and check our known issues page.
If the solution provided here does not resolve your issue or seems outdated, we recommend opening a new support ticket. It's also advisable to verify the version of the permanent fix and confirm that you have installed the latest versions of themes and plugins. For further assistance, please contact us through the WPML support forum.
Problem: The client requested to speak to a human without providing specific details about the issue. Solution: We asked the client to elaborate on the problem and suggested providing screenshots to help clarify the issue. Additionally, we enabled debug information for the support ticket and provided a link to instructions on how to retrieve and share this information. If you're experiencing similar issues, we recommend following these steps: 1. Elaborate on your issue in detail. 2. Use the "upload an image" option to provide screenshots. 3. Retrieve and share debug information using the instructions here: http://wpml.org/faq/provide-debug-information-faster-support/area
Please note that this solution 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 at our support forum.
Problem: The client wanted to upgrade their license to an agency account for adding more sites and inquired about the availability of lifetime licenses. Additionally, they asked why a specific URL (https://crmsrail.com/new/wordpress) was being fetched instead of the expected (crmsrail.com). Solution: We informed the client that we do not offer lifetime subscriptions. For upgrading to an agency account and to view different plans, we recommended visiting https://wpml.org/purchase/.
If this solution does not resolve your issue or seems outdated, 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: You are experiencing an issue where WPML is overriding the Yoast meta title and meta description for categories after saving a new category. Solution: This is a known issue, detailed here: https://wpml.org/errata/wordpress-seo-issues-translating-yoast-seo-term-meta/. Previously, SEO titles and meta descriptions had to be manually added in the category editing screen. However, starting from WPML SEO 2.2.0, these can be translated via WPML → Translation Dashboard as String Packages, which also supports automatic translation. Since WPML SEO 2.2.5, manually added translations may not appear on the frontend because WPML now handles these translations through the Translation Dashboard. Options to resolve this include: 1. Rolling back to WPML SEO 2.1.1 to continue using manual translations. 2. Using the WPML → Translation Dashboard (String Packages) for translations, which is the recommended method moving forward.
If this solution does not apply to your case, or if it seems outdated, 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 issues persist, please open a new support ticket at WPML support forum.
Problem: You have enabled automatic translation, but you are noticing missing texts and images on the translated sites. Solution: Firstly, the issue with missing labels arises because they are set to 'Don't translate', which means they do not appear in the Translation Editor. To resolve this, you need to: 1. Change the translation preference of these fields to 'Translate' in ACF → Field Groups (Expert Mode). This adjustment will ensure that the labels appear in the Translation Editor and are translated accordingly.
Regarding the missing links, if they are coming from repeater fields and contain anchors, WPML cannot automatically adjust them. You should: 1. Make those fields translatable. 2. Manually adjust the links in the Translation Editor.
Applying these settings to the relevant custom fields will also affect any new content going forward.
Please note that this solution 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 at WPML support forum for further assistance.
Problem: You are experiencing a serious issue on your WordPress website after duplicating an Elementor page. The layout became broken, and WPML displayed a database warning indicating a problem with INSERT permissions for the database user.
Solution: We recommend ensuring that the MySQL server is not running in read-only mode and that the database user associated with your WordPress site has the correct permissions, especially write access. If the user only has read permissions, this is likely the cause of the problem. You may need to contact your hosting provider or server administrator to verify and adjust these permissions. For more information, please refer to the official WordPress documentation on database security.
Once the database user has the proper permissions, try performing the same steps again—the issue should no longer occur.
Please note that this solution might be irrelevant if it's 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 the problem persists, please open a new support ticket.
Problem: The client was experiencing issues with the automatic translation feature in WPML where the modal window displaying the cost calculation process would appear, but then nothing would happen. The Dev-Tools network tab showed that the first request returned an error indicating 'No translations found for element type post_acf-field-group and ID 166', although there was an entry in the database with element_id = 166 but with element_type as 'post_post'.
Solution: We identified that the issue was due to incorrect 'element_type' values in the 'wp_icl_translations' table for entries where 'wp_posts.post_type' was 'acf-field-group'. We executed the following SQL commands to correct the 'element_type' to 'post_acf-field-group' for these entries:
UPDATE wp_icl_translations INNER JOIN wp_posts on wp_posts.id = wp_icl_translations.element_id SET wp_icl_translations.element_type = 'post_acf-field-group' WHERE wp_posts.post_type = 'acf-field-group';
After applying this fix, the automatic translation dialog was able to calculate the cost without any issues, and the requests no longer resulted in errors.
If you're experiencing similar issues, we recommend checking the 'element_type' in your database and ensuring it matches the 'post_type'. If the solution provided here does not resolve your issue, or if it seems outdated or irrelevant to your case, please visit our known issues page, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins. If problems persist, do not hesitate to open a new support ticket.
Problem: You are using the Kadence Theme with the Form (Adv) block for a contact form, which is translated using ATE. While the form sends emails on the original language page, it does not send emails on the translated contact page. You suspect that the XML file might need an update. Solution: The issue was that some custom fields in the form were incorrectly translated to Finnish (FI), but they needed to remain in English (EN). We updated the form translation and adjusted these terms back to English. Now, the form should work correctly in Finnish.
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.
Problem: The client is unable to translate the name of a custom post type created by MetaBox from Croatian into English and Slovenian. The untranslated post type name appears in the breadcrumbs. Solution: We recommend translating the custom post type slugs by following the steps outlined in the WPML documentation. You can find detailed instructions on how to do this by visiting the following links:
If this solution does not apply to your case, or if it seems outdated, 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 you still need assistance, please open a new support ticket at WPML support forum.
Problem: The client reported an issue where the translated footer on their page did not match the original footer, nor the non-translated version, indicating a potential mismatch in the template mapping. The site uses the TT5 theme, which previously encountered issues with menu definitions when attempting to implement multilingual capabilities with Polylang. Solution: We requested the client to provide the URL for editing the footer in the original language and to share access credentials securely to investigate the footer translation and verify the WPML configuration. We also advised the client to ensure a full site backup is available before making changes.
If you're experiencing similar issues, we recommend checking your template settings and ensuring your WPML configuration is correct. For detailed guidance, visit our documentation on WPML documentation.
Please note that this solution 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: The client is experiencing issues with their translated page where the company logo does not show, the menu item formatting from the original page is not maintained, and they cannot add a language switcher to the menu as it is greyed out. Automatic Media Translation is enabled, and menu synchronization does not find any synchronized menus. Solution: We recommend creating a staging site to safely replicate and address these issues without affecting the live site. You can use the WP Staging plugin, which is free and user-friendly. Once the staging site is set up, please share the URL to edit the header in the original language, and we will use the credentials from your other ticket to assist further.
Please note that this solution 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 these steps do not resolve your issue, please open a new support ticket at WPML support forum for further assistance.
This page includes support tickets that are resolved and documented. Looking for tickets that are “in progress”? Visit the complete support tickets archive
