I have reviewed several of my most recent posts that were translated using the automatic translation system, and I have identified significant overcharging in credits.
This issue is not related to the media translation problem I encountered in the past. It is also not related to the known bug involving a conflict between Gutenberg and Elementor.
The discrepancies are not minor - they are substantial and repeated.
For the post hidden link
Jobs: 178849256, 178849764
I was charged 4,060 credits, representing 1,015 words.
The actual post contains only 306 words.
This is more than three times the real word count.
For the post hidden link
Jobs: 182214073, 182219836, 182219921
I was charged 1,268 credits, representing 317 words.
The post contains only 131 words.
This is more than double the actual content.
I was charged 3,400 credits, representing 850 words.
The post contains only 279 words.
Again, approximately three times the real word count.
In addition, job 184155080 for hidden link
charged 68 credits for a post that had already been translated. This makes no sense.
These are not small rounding differences. The system is charging two to three times the actual word count, and in one case charging for content that was already translated.
I expect a full explanation of how these word counts were calculated, a correction of the overcharged credits, and a refund where applicable. I also request that you investigate whether similar overcharging occurred in earlier translation jobs on my account.
Please investigate this urgently and provide a comprehensive review of my account’s credit usage.
Repeated discrepancies of this magnitude raise serious concerns regarding the reliability of the credit calculation mechanism.
Thank you for contacting us and for sharing such a detailed explanation — that was very helpful.
We’re sorry to hear that you may have experienced an issue, and we’d be glad to help investigate and resolve it.
I’ve reviewed some of the jobs you shared and, based on what I can see, the word count and credits charged appear to be correct. For example, for the first post (job ID 178849256), I see: Words: 373 Credits: 1652
Could you please clarify where you see you were charged more for these jobs/posts, or explain why you think the credit usage is incorrect? Any specific example would help us investigate further.
You can also review your usage credits under:
WPML → Translation Dashboard → Tools → Usage
Looking forward to your clarification so we can assist you properly.
The issue is not with a single job viewed in isolation. The problem is that there are multiple translation jobs created for the same page, resulting in repeated charges for what appears to be the same content.
For example, for the post hidden link, the following jobs exist:
182219836
182219921
Both show exactly 612 credits, and are 23 seconds apart. This raises strong suspicion of duplicate billing. Even if each individual job appears technically correct on its own, the duplication of jobs for the same page is what causes the overcharging.
The same pattern appears in the other examples I listed. The total credits charged per page are significantly higher than the actual word count of the content, which indicates that the same material may have been processed multiple times.
I am familiar with the usage report, however, that view only shows aggregated numbers. It does not provide a detailed breakdown of exactly which content was translated in each job, which segments were processed, or why multiple jobs were created for the same page.
I would like to receive a complete and detailed report covering ALL translated material since I started working with WPML, including all pages, posts, and any other translated site content. The report should include:
* Every translation job created
* The exact credit usage per job
* The word count per job
* The specific content or segments translated
* The reason multiple jobs were generated when applicable
Only with a full historical breakdown can I clearly determine what I was charged for and identify any duplicate or excessive billing.
That said, investigating the creation of duplicate jobs and verifying whether the same content was processed multiple times should primarily be handled on your side. From my perspective, the pattern strongly indicates repeated processing.
I appreciate your assistance and look forward to a comprehensive review.
Thank you very much for the detailed explanation and examples. That was very helpful.
I have checked the specific jobs you mentioned and I can indeed see that there are duplicate jobs created for the same page, with identical credit amounts and created only seconds apart. Seems that new job was created because there was change in title, but that should not charge you again same amount, only that title. I understand why this raises concerns about double charging.
I will review this further with our team to first try identify the root cause. Once we confirm what happened, we will calculate the total credits charged across your full history and verify the exact amount that may need to be refunded.
Regarding your request for a complete historical breakdown (all jobs, credits, word counts, segments, etc.), I would suggest that we first focus on resolving the duplicate job issue and confirming the billing discrepancy. After we clarify this part and keep the current ticket focused and simple, we can then proceed with your broader request for a full historical report, if you still wish to pursue it. I will be happy to coordinate that internally once we close the initial investigation.
Thank you again for your patience. I will update you as soon as I have more information from our side.
Thank you for your thorough review and for confirming that duplicate jobs were indeed created. I appreciate the time and effort you are investing in identifying the root cause and calculating the necessary refund.
Please proceed with your internal investigation and the full credit reconciliation across my account history. I agree that resolving the duplicate job issue and confirming the billing discrepancy is the immediate priority.
Once your investigation is completed and the appropriate corrections are made, I would like to formally request a complete historical report covering all translated content since I began using WPML. This report should include not only job IDs, credits, and word counts, but also the actual text segments that were translated in each job.
Having the full translated text per job is essential for me to independently verify what was processed, compare it against the original content at the time, and ensure that no duplicate or excessive billing occurred beyond what is already being identified.
To be clear, this request is for transparency and reconciliation purposes, and I would like it prepared after the current investigation is concluded.
Thank you again for your assistance. I look forward to your update once the internal review is complete.
Thank you for your detailed message and for your patience while we review this matter.
We will proceed with the internal investigation to identify the root cause of the duplicate jobs.
Once the investigation is finalized and any necessary corrections are applied, we will follow up and check with you regarding your request for a comprehensive historical report.
We appreciate your clear explanation of the purpose of this request, and we will update you as soon as the internal review is complete.
Thank you again for your cooperation, and please note it may take a day or two before I get any update from my team.
We just have one quick question to help us move further:
Have you enabled “Translate Everything” mode, or did you send jobs manually via WPML → Translation Dashboard, or by clicking the plus icon from the page edit screen and translating using automatic translation inside the WPML Advanced Translation Editor?
I have reviewed your usage reports for the past few months and calculated the credits that appear to have been used twice. The total comes to 3348 credits, and I have added 5k credits back to your WPML.org account.
As for the bug that caused this issue, we have escalated it to our developers and they will investigate it further and fix it on our side soon.
Let me know if you have any further questions or doubts.
