Problem: The client received an email notification stating that their site has run out of translation credits and translations are paused, despite not using the automatic translation feature. They requested information on which pages the credits were used and by whom, and also asked to disable the automatic translation option. Solution: We confirmed that about 3500 automatic translation credits were used on a specific page, but we do not store information about which specific user triggered the translation job. To prevent future use of automatic translation, ensure that the 'Translate Everything Automatically' setting is turned OFF. Additionally, in the WPML Advanced Translation Editor, you can select 'Do not automatically translate when opening the editor' from the settings icon to avoid automatic translations when a page is opened in the editor. Since automatic translations are disabled and no credits are assigned to the site, there is no risk of credits being consumed accidentally.
If the solution provided here does not resolve your issue or seems irrelevant due to being outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent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 further assistance is needed, please feel free to open a new support ticket at WPML support forum.
Problem: The client reported significant overcharging in credits for automatic translations in WPML. Multiple translation jobs were created for the same content, leading to repeated charges. The client provided specific job IDs and examples where the credits charged were substantially higher than the actual word count.
Solution: We investigated the reported jobs and confirmed the creation of duplicate jobs with identical credit amounts. We identified that these duplicates were likely due to minor changes like title updates, which should not have resulted in additional full charges. We are currently conducting an internal investigation to identify the root cause and to calculate the total overcharged credits for a potential refund. We have temporarily added 3348 credits back to the client's account as an immediate measure. Further, we have escalated the issue to our developers for a permanent fix.
If you're experiencing similar issues with credit overcharges in WPML, we recommend checking your translation jobs for duplicates and reviewing your usage credits under: WPML → Translation Dashboard → Tools → Usage. If the problem persists, or if this solution does not apply to your case, please open 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 contact us through the WPML support forum.
