Background of the issue:
I purchased 90,000 credits from WPML to translate articles on our website hidden link. After installing the plugin, it started translating the entire website, including draft content. This resulted in unexpected charges of $3,200 over two days. I am seeking assistance to reduce these charges. Relevant details can be found in the activity log linked here: hidden link.
Also, we are going to restore the website to its version on 1st May, and continue using WPML. How can we make sure that his does not happen again?
Symptoms:
The plugin translated the entire website instead of just the articles, leading to unexpected charges of $3,200.
Questions:
Why did the plugin translate the entire website instead of just the articles that we select?
Can the charges be reduced or deducted?
Another issue is that although in your website we had set our account's setting to use "Prepaid credits", it went to "Pay-as-you-go" in the plugin on our website by default, and it overrun/bypassed the settings that we had set in your website. How is that possible, and why weren't we told about it? Because when we bought the 90,000 credits, we thought that the website would be using those only.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
Hello!
There are a few things I need to know in order to continue here.
1) The draft content you mention was translated seemed to have been draft only in the translated language, not the original language (English) of the content. I can see this because the URL for the content in draft that was translated always seems to be domain.com/ms (so melayu version). Can you tell me how those pages were created and if they were indeed created in English or not
2) There's no way for Pay as you go to have been "activated on its own" because in order for it to work a human literally needs to add credit card information and accept terms, etc.
Could it be you had sent prepaid credits and then also enabled Pay As You Go?
3) I see you've been with us for a while so I guess you had already paid for the first time fee of 100 usd which is usually a "blocker" to avoid bigger payments like this one. May I know how you sent credits to your account? because you can't send them yourself through WPML.ORG if Pay as You Go is enabled and the last time I see we sent you any type of credits was in January this year but that seemed to be for something else.
Please let me know to understand what we can do about this, ok?
Hello again.
We did not change any settings; our developer simply updated, and installed WPML on our website, then we bought our credits here (which are still unused), and enabled the plugin. After that we realized that our website is going down (it was becoming to heavy due to WMPL trying to translate everything. And after a day or two we realized that the issue was coming from WPML and disabled it.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
I see.
I checked all the info we have on our end and here's what we have at the moment:
- You have the 3.2k credits payment due. that's because you activated our automatic translation to translate the entire site which from what i see has a lot of content
- The automatic translation did not translate draft pages (or if it did, you didn't pay for those credits and they were translated using translation memory).
- I checked for possible double translations or similar and there weren't any that i could find.
- You mentioned the site crashed because there were many things translating. that's odd but I can't deny that could've never happened. I do see that there was a lot to translate so the translation process probably lasted a long time. That could've made the hosting's CPU to be so active that it may have reached its allowed max. that's not really our fault but we're working to decrease the load on sites as big as yours
- You have: 93116 credits on your WPML.ORG account which weren't used on the pippenguin site, but even if they had been used, they would've barely been able to translate 2-3 of your biggest pages (let alone the review pages, etc. which were quite big!).
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Knowing this information I kindly ask you to let me know:
1) What did you expect to pay for this site?
2) Did you not want to translate the site automatically? that feature must be enabled by a human for it to start working, and it has a few popup that needs to be confirmed in order to prevent involuntary enabling
3) I could try to reduce the debt with the credits you have in WPML.ORG but the rest seem like they were used. if you feel that's not the case, then please let me know why and I'll gladly check with our devs about it.
4) Even with the reduced debt, we're talking about a lot of translations. can you confirm you received them already or do you not see the site translated (if so, would you allow me access to the site so I can investigate this matter?)
