Problem: The client was unable to find the title above the Contact Form 7 on their multilingual site, which displayed 'CONTÁCTANOS' in every language. Solution: 1. We confirmed that the client had installed the "Contact Form 7 Multilingual" plugin add-on and asked if they had followed the steps to translate the form button as outlined in our documentation: Using Contact Form 7 with WPML.
2. For the untranslated title, we suggested two steps: 2.1 Enable the "Look for strings while pages are rendered" option in WPML > String Translation, visit the page with the issue, and then search for the string again in WPML > String Translation. 2.2 If the string was not found, it might be an admin text, and we provided a link to the documentation on how to find and translate admin text strings: Finding strings that don’t appear on the String Translation page.
If this solution doesn't look relevant, please open a new support ticket here.
Problem: The client is using Elementor with JetEngine custom fields and has a bilingual website with English as the main language. They noticed that custom fields are not being copied to the Spanish version of the site, as shown in the provided screenshot.
Solution: We recommend checking the documentation provided by JetEngine, particularly the section titled "2. How to Translate Meta Boxes & Meta Fields". It's possible that the custom fields are set to "Don't translate" and need to be changed to "copy" if the intention is to copy them, or to "translate" if they need to be translated. Here is the link to the JetEngine documentation: JetEngine multilingual website guide.
Additionally, we have helpful documentation on our site about translating custom fields, which can be found here: Translating custom fields with WPML.
If this solution doesn't seem relevant to your situation, please feel free to open a new support ticket in our support forum.
Problem: The client is planning to use auto translation credits on a development website and then make it live. They are concerned whether the translated content and remaining credits will persist after the site goes live. Additionally, they encountered an issue where custom fields created with JetEngine and Elementor are not being copied to the Spanish translation. Solution: We assured the client that after using the auto translation credits, the translations are saved in the database. As long as there are no changes to the database, the translations and remaining credits will remain intact when the site goes live. It's important to ensure that the same automatic translation account is used on the new site. We provided a link to the documentation on how to manage translation credits: How to Assign Automatic Translation Credits to Your Sites.
If this solution does not seem relevant, or if you encounter other issues, please do not hesitate to open a new support ticket with us here.
Problem: The client is experiencing a critical error when activating WPML Multilingual CMS, with an 'E_ERROR' on their WordPress site. The error message indicates an undefined function
str_contains()
. The client has attempted to delete and reinstall WPML, restore a working backup, and is considering updating PHP and WordPress with the help of their sysadmins.
Solution: We recommend checking the PHP version on the server, as the
str_contains()
function is not defined in versions of PHP prior to 8.0. The client is also advised to update their WordPress installation to the latest version, as they are currently using an outdated version (5.7.10), and the latest version is 6.4.2, which can be downloaded from https://wordpress.org/download/. Updating both PHP and WordPress should resolve the issue.
If this solution does not seem relevant or if further assistance is needed, please do not hesitate to open a new support ticket with us here.
Problem: The client wants to change the text direction of all languages on their website to left-to-right (LTR), even for languages that are typically right-to-left (RTL), such as Arabic. Solution: We explained that WPML allows for the translation of content into RTL languages but does not control the RTL layout, which is determined by the WordPress theme's CSS rules. To overwrite these rules and set all languages to LTR, custom CSS code is required. This task falls outside our support policy, so we recommended that the client contact the support team of their theme for assistance. Additionally, we provided documentation and a custom Google search URL to help understand the process:
Problem: The client is trying to display languages on mobile, but they are not appearing correctly due to a potential CSS conflict with WPML's styling code and another active plugin or the theme.
Solution: We recommend the following steps to diagnose and resolve the issue: 1. Create a full website backup. 2. Disable all plugins except for WPML and its add-ons. 3. Check if the issue persists. 4. If the issue is resolved, reactivate the plugins one by one to identify the conflicting plugin. 5. If the issue remains with non-WPML plugins disabled, switch to a default theme like TwentySeventeen and test again. 6. Perform these steps in a staging environment if possible. 7. Ensure you are using the latest versions of WPML and its add-ons.
If these steps do not resolve the issue or if they seem irrelevant to your situation, please open a new support ticket with us.
Problem: The client is experiencing errors when trying to reinstall the WPML plugin after having uninstalled it.
Solution: 1. We requested a screenshot of the WPML key generated for the client's domain from the WPML account sites page.
2. We asked for temporary access to the client's site, both wp-admin and FTP, to investigate the issue further. We provided instructions on how to safely provide this information, emphasizing the importance of making a backup before granting access and ensuring that the details are kept private. We also shared our Privacy and Security Policy for the client's peace of mind.
If this solution does not seem relevant to your situation, please open a new support ticket with us.
Problem: The client is inquiring about the impact of changing their domain structure so that casas4u.es becomes the main domain for the Spanish version of the website, and casas4u.nl redirects to casas4u.es/nl for the Dutch version, instead of the current setup where casas4u.es refers to casas4.nl. Solution: We recommend reviewing our guide on using a domain per language. This will help you understand how to configure your website's domains for different languages correctly. You can find the guide here: Using WPML with Different Domains Per Language.
If this solution doesn't look relevant, please open a new support ticket in our WPML support forum.
Problem: The client needs to estimate the number of credits required to translate their entire website using WPML's automatic translation service. Solution: If you're trying to estimate the number of credits needed for translating your website, we recommend reviewing the following resources:
These resources will guide you through the process of getting a word count of your site and understanding how to adjust the character amount for a more accurate credit estimation.
Problem: The client was unable to activate the OTGS Installer plugin after downloading and attempting to install it multiple times. An error message indicated a failure to copy a specific file. The client had checked the CPanel configuration, which was correct, and the WPML plugin was not listed in the WordPress dashboard.
Solution: We requested temporary access to the client's site to investigate the issue. After gaining access, we found that the WPML plugin was ready for activation in the WordPress dashboard. We provided a direct link for the client to activate the plugin. Additionally, we explained the manual installation process, which involved using a file manager plugin to upload the WPML plugin zip file to the 'wp-content/plugins' directory, extracting it, and then removing the zip file and the file manager plugin itself. This process resulted in the creation of a new directory called 'sitepress-multilingual-cms' containing the WPML plugin files.
If this solution does not seem relevant to your situation, please do not hesitate to open a new support ticket with us.
Problem: The client is trying to translate content from different areas of the GoodLayers Builder, such as the 'Contact' buttons in the navigation, but cannot find the corresponding strings in the String Translation menu.
Solution: 1. We recommend enabling the option "Look for strings while pages are rendered" found at the bottom of the WPML > String Translation page. After checking this option, visit the front-end page where the string appears, then return to WPML > String Translation to search for the string.
Problem: The client wants the portfolio page to display "All" in Turkish, but cannot find the string in the string translations. Solution: We recommend the following steps: 1. Enable auto-register strings for translation by following the instructions in our documentation: Enabling auto-register strings. 2. If the string is still not available, try translating admin and settings strings as outlined here: Translating admin and settings strings. Please ensure you backup your database before making any changes.
If this solution does not seem relevant to your issue, please do not hesitate to open a new support ticket with us here.
Problem: The client was unable to remove old credits from the WPML website after deleting their domain and was unaware that they should have removed the credits from the WordPress panel before deleting the website. Solution: We located the 68,080 credits that the client was referring to and reassigned them back to their account, which already had 38,314 credits. As a result, the client now has a total of 106,394 credits in their account.
If this solution doesn't look relevant to your issue, please feel free to open a new support ticket with us.
Problem: The client is trying to set the flag for Traditional Chinese to display the Taiwan flag, but instead, the China flag is displayed. The Taiwan flags (tw.png, tw.svg, etc.) are already in the WPML flag library, but there is no option to switch to them.
Solution: We recommend checking the solutions provided in the following documentation:
Problem: When switching from German to English on the website, the menu remains in English and does not switch back to German, despite the page content changing to German.
Solution: 1. Verify if the issue is caused by AJAX by reloading the page (using command/alt+R). If the correct elements load after a manual refresh, AJAX might be the cause. 2. Ensure that the language filtering for AJAX operations is enabled in WPML. Navigate to WPML → Languages, scroll down to 'Language filtering for AJAX operations', and check if 'Store a language cookie to support language filtering' is activated. 3. If the problem continues, deactivate other plugins temporarily to identify if any are interfering with the language switching. 4. Check your theme settings to see if you can disable AJAX loading. 5. If these steps do not resolve the issue, contact the theme's author and suggest joining our Global Program to ensure full compatibility with WPML. 6. You can also check your theme's compatibility with WPML on our theme compatibility page.
If this solution does not seem relevant to your situation, please open a new support ticket with us.
This page includes support tickets that are resolved and documented. Looking for tickets that are “in progress”? Visit the complete support tickets archive
