ATE

Problem:
The client was unable to use the Advanced Translation Editor (ATE) as it was not loading and displayed an error 503.
Solution:
The issue resolved itself without any intervention from the client. If you're experiencing this issue, we recommend waiting a short period to see if it resolves on its own. However, if the problem persists, please check our related known issues and ensure you have the latest versions of themes and plugins installed. If none of these steps work, we highly recommend opening a new support ticket.

This solution might be irrelevant if it's outdated or not applicable to your case. If you need further assistance, please visit our support forum.

Problem:
After moving the site from staging to live, the client is unable to access the Advanced Translation Editor (ATE). They encounter error messages indicating an inability to retrieve job details and a message about the website being under heavy load, despite server statistics showing otherwise.
Solution:
We have identified a temporary issue on our servers affecting the ATE access. Our technical team is actively working to resolve this. We recommend checking back in a few hours as the issue is expected to be resolved soon.

Please note that this solution might be outdated or not applicable to your case. If the issue persists, 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:
The client is trying to return some translation credits to their main account but receives an error message indicating that credits cannot be withdrawn to wpml.org.
Solution:
We explained that when a site key is created, we provide 2,000 free credits per site. These credits are assigned specifically to that site and are not transferable between sites or back to the main account. Therefore, it is not possible to move them back to the main account.

If this solution does not resolve your issue or seems irrelevant due to being outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent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 open a new support ticket at WPML support forum.

Problem:
You are experiencing an issue where WPML did not manage to translate a page, and you see a message indicating this failure. This issue occurred unexpectedly without any recent changes made by you.

Solution:
Here are the steps we recommend to potentially resolve this issue:
1. Cancel the Stuck Translation Job:
* Go to WPML → Translation Dashboard.
* Click on the Jobs tab.
* Find the translation job for the page that's stuck and cancel it.
2. Make a Small Edit to the Original Page:
* Navigate to the original page in your WordPress editor.
* Make a very minor change, like adding a space or a period at the end of a sentence.
* Save the page.
3. Resend the Page for Translation:
* Now, resend the page for translation, either by clicking the plus icon in the language meta-box or sending it from the Translation Dashboard again.

After following these steps, please check if the page translates successfully. If the problem persists or if these steps do not apply to your situation, it might be due to a temporary issue on our servers which we are currently addressing. Please check back in a few hours.

If the issue continues or if the solution provided here is outdated or not relevant 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. Should you need further assistance, please open a new support ticket at WPML support forum.

Problem:
The client reported issues with their multilingual website where the homepage and other pages were not translating properly. Despite updates in the backend, the frontend displayed outdated layouts, structures, and media across different languages. The WPML Menu Sync settings were advised to remain off due to conflicts with a custom mega menu.
Solution:
1. We instructed the client to resave the English versions of the affected pages.
2. We guided them through checking WPML → Settings to ensure proper translation settings for post types and custom fields.
3. We advised using WPML → Media Translation to synchronize or update images and media for each language.
4. We directed the client to resend affected pages via WPML → Translation Dashboard and complete translations again in the WPML Translation Editor.
5. We emphasized the importance of clearing all site, server, and browser caches after updates.
6. We avoided suggestions involving WP Menu Sync as per the client's prior instructions.
7. If issues persisted, we recommended manually inspecting Elementor templates for affected pages in each language, ensuring template assignments and media selections matched the current English layout.

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 problems persist, please open a new support ticket at WPML support forum.