Problem: The client switched from a development site to a production site and found that AI translation credits were not transferred. Additionally, the client was unable to add credits to the production site. Solution: 1. Log in to your WPML.org account. 2. Navigate to Register WPML on your sites in the left sidebar. 3. Locate your development site and select Add/remove credits to remove the credits. 4. Find your production site in the same section and click Add/remove credits to assign the desired number of credits. 5. If access to the development site is lost, delete its site key using the trash icon to return the credits to your WPML.org account, then assign them to the production site. 6. After assigning the credits, visit WPML → Translation Management on your production site to ensure the credits are available. 7. If the credits still do not appear, try unregistering and re-registering WPML on the production site with a new site key.
If these steps do not resolve your issue or if the solution seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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 needed, please open a new support ticket at WPML support forum for further assistance.
Problem: You are trying to translate a 404 template but encounter an issue where two languages are assigned to a non-existing translation service that was deactivated a year ago. This assignment prevents you from proceeding with the translation. Solution: If you're experiencing this issue, we recommend you follow these steps: 1. Navigate to the Translation Dashboard. 2. Select the templates you wish to translate. 3. Assign them to a local translator. This action will create new jobs for those templates, effectively overwriting the old jobs. 4. You can then proceed to translate or cancel these jobs as needed.
Please note that this solution might be outdated or not applicable to your specific case.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 experienced an issue where the translated page content reverted back to English after some updates, despite using both WPML and Elementor for page editing. This problem occurred when the client updated the text for the current language and then noticed that the text of the translated page reverted back to English after some time. Solution: We recommended the client to ensure that the manual translation option in WPML was enabled as described in this documentation. Additionally, it was crucial to verify that all WPML plugins were up-to-date. The client updated from version 4.7.1 to 4.8.2, which resolved the issue. We advised checking for updates via Dashboard → Plugins → Add New → Commercial tab, then clicking “Check for updates” and updating all WPML-related plugins.
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 the issue persists, please open a new support ticket.
Problem: The client is experiencing a critical error on the 'All Products' page in the WooCommerce back office when the WPML Multilingual CMS plugin is activated. The error message indicates a critical error, and the issue resolves when WPML is deactivated but returns upon reactivation. Solution: We recommend the following steps to resolve the issue: 1. Create a full site backup 2. Update any outdated plugins or themes, especially WPML ones, which can be found in Plugins -> Add new -> Commercial tab. 3. Flush any cache memory that might exist. 4. Activate the WordPress debug mode as described in this guide: https://developer.wordpress.org/advanced-administration/debug/debug-wordpress/ 5. Activate the WPML plugins and reproduce the issue. 6. Check the latest fatal error in the debug.log file within the wp-content folder. In this specific case, the issue was due to a compatibility problem with PHP 8.4. Reverting to PHP 8.2 resolved the problem.
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 the problem persists, please open a new support ticket.
Problem: The client is using a pay-as-you-go account for WPML automatic translations and has reached the $100 threshold, which requires a special payment to continue. However, the client is unable to find the payment button to proceed with translations. Solution: 1. Create a full site backup. 2. Navigate to Plugins -> Add new -> Commercial tab and check for updates, ensuring all WPML plugins are up to date. 3. Clear any existing cache memory. 4. Attempt to send another content for translation or go to WPML -> Translation Dashboard -> Translation Tools tab. A pop-up window should appear, allowing the client to make the necessary payment and continue with the automatic translation.
If this solution does not resolve the issue or seems outdated, we 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. If problems persist, please open a new support ticket.
Problem: You are trying to auto-translate your homepage using WPML, but the translation progress is stuck at 0% for over 24 hours. Solution: We found that the issue was due to an unclosed
<br>
tag in the form email content. We resolved this by adding the missing opening
<br>
tag. Please verify if the auto-translation is now functioning correctly on your end.
If this solution does not apply to your case, or if it seems outdated, we recommend opening a new support ticket. We also 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. For further assistance, please visit our support forum at WPML Support Forum.
Problem: The client was unable to see the 'voucher' payment method in other languages after setting the _mollie_voucher_category field to 'Copy'. Additionally, they could not translate the description of the 'Cheques' payment method, as the translation did not appear on the website. Solution: For the 'voucher' payment method issue, the client needed to update/change the product and save, then re-save the translations. For translating the 'Cheques' payment method description: 1. Go to WPML > String Translation; 2. Click on "Not seeing strings that you are looking for?", then on "Admin Texts Translation"; 3. Search for the string, select it, and add it to String Translation; 4. Translate it.
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: You are translating your website into different languages using WPML and have encountered a 404 error on the Chinese version of the contact page (zh/contact). Despite attempts to clear the WPML cache and fix element_type collation, the issue persists. Renaming the page resolves the issue temporarily, but reverting to the original name brings back the 404 error. Solution: We recommend updating all WPML plugins and any other relevant plugins to their latest versions. This action often resolves issues caused by outdated software that might not be fully compatible with current versions of WordPress or other plugins. If the 404 error persists after updating, please contact us for further assistance. You can open a new support ticket at our support forum. Additionally, 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 this solution is outdated or not applicable to your case, please do not hesitate to reach out for updated support.
Problem: You are trying to translate two buttons on your website using WPML. The translation editor shows the text and URL, but the translations do not appear on the front end. Specifically, the URL of the 'our services' button redirects to the original Dutch language, and on the English contact page, the button text shows 'Verzenden' instead of 'Submit'. Solution: For the 'Our Services' button URL issue, we found that the page translation couldn’t be completed due to JavaScript code in the original language page that interfered with the translation process. Here are the steps we took to resolve it: 1. Edited the page with Elementor in the original language. 2. Temporarily removed the JavaScript code and saved the changes. 3. Opened the Translation Editor and completed the translation of the page. 4. Restored the JavaScript code back to its original place after saving the translation changes. Moving forward, you have two options: • Option 1: Repeat the above steps each time you need to make changes to the translation. • Option 2: Move the JavaScript code outside the page content to avoid this issue. You can apply a similar workaround described here: https://wpml.org/errata/elementor-custom-page-css-not-copied-correctly-in-translations/ For the issue with the English contact page button text showing 'Verzenden' instead of 'Submit', we have created a new support ticket to address it separately.
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 at https://wpml.org/forums/.
Problem: You are trying to ensure that the translated pages on your site use the same template as the English version after installing WPML. However, the translated pages do not use the same template as the English ones, and you are unable to change the template for them. Solution: The issue is likely related to how Elementor templates and WPML translations are linked. Here’s how you can ensure your translated pages use the same (or a translated) template: 1. Go to Templates → Theme Builder in your WordPress dashboard while in the default (English) language. 2. Locate the template used for your English pages. Ensure it’s assigned with the proper Display Conditions. 3. Switch to your secondary language using the language switcher in the top admin bar. 4. Go back to Templates → Theme Builder and click Add New to create a template for the secondary language. Design it as needed, then publish it, but do not set Display Conditions for this template. 5. Switch back to the default language, return to Templates, and edit your original (English) template. 6. In the right sidebar, find the Language box and click Connect with translations. Select or search for the new template you just created in the secondary language and assign it. If you’re unable to change the template for translated pages, it’s usually because the templates aren’t linked across languages, or Display Conditions are set incorrectly for the secondary language template. Ensure only the default language template has Display Conditions set.
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.
Problem: The client is experiencing an issue where VAT is not removed from shipping costs for B2B orders to other EU countries, despite the customer entering and validating their VAT number. This problem occurs only when the updated version of WPML Multilingual & Multicurrency for WooCommerce is activated. Solution: We recommended the client to downgrade the 'WPML Multilingual & Multicurrency for WooCommerce' to version 5.4.0, which resolved the issue. If you're experiencing this, we recommend trying to downgrade to this version. Please ensure to back up your site before making any changes. 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 the problem persists, please open a new support ticket at WPML support forum for further assistance.
Problem: You are trying to update a translation on your site and encounter an error. Solution: 1. Navigate to your Dashboard > Pages. 2. Open the edit screen of the original page. Look for a pencil, circle, or gear icon in the sidebar options under the "Languages" section. 3. Make a minor change, such as adding an extra blank space at the end of a sentence or paragraph. 4. Save the changes. You should see a circular arrow beside the links for the second language, indicating that an update is required. 5. Edit the translation again and ensure it is saved up to 100% translated.
If the problem persists, we recommend you ensure your site is backed up and then provide us with the URL, User, and Password of your WordPress dashboard by setting your next reply as private. This will help us further diagnose and resolve the issue.
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 this does not resolve your issue, please open a new support ticket.
Problem: The client was trying to switch from a pay-as-you-go model to using existing prepaid credits for automatic translation on their website. After re-adding the website, it incorrectly deducted 60k credits and continued to show as pay-as-you-go, despite attempts to use prepaid credits. Solution: 1. We confirmed that the pay-as-you-go subscription was canceled in our system, but an open bill was still pending. The client needed to access the payment via a provided Stripe link to process the payment. 2. We transferred the credits from the old site URL to the new one after confirming the relationship between the old and new URLs. 3. The billing team eventually canceled the old bill, allowing us to deduct the cost from the available pre-purchased credits. 4. The client should now be able to use automatic translation with the prepaid credits. If further issues arise, we recommend visiting our support forum for assistance.
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 redesigned their website and encountered an issue where bold links disrupt the layout by breaking rows. This causes bold links within a sentence to appear on separate rows, affecting the flow of text across pages, posts, and products. The client is unsure if this is due to their layout redesign or an issue with WPML. Solution: We recommended that the client ensure all WPML plugins are updated to the latest version. This can be done by navigating to WP > Plugins > Add new > Commercial Tab > Check for updates. Additionally, we asked the client to provide examples and screenshots of the issue for further analysis.
If this solution does not resolve the issue or seems irrelevant due to being 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 at WPML support forum for further assistance.
Problem: The client was facing an issue where translated pages marked as 'Completed' in WPML did not appear under 'Pages' in WordPress for the translated languages (EN and RU) and were not visible on the front-end. Solution: We discovered that the translated pages were in the Trash, but still linked as translations to the original pages. The client needed to either restore these pages to make them visible again or delete and re-translate the pages to create new published translated pages..
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, we recommend opening a new support ticket. We also 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. For further assistance, please visit our support forum: WPML Support Forum.
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