Issue Description:
I am experiencing a critical issue with the Advanced Translation Editor (ATE) where my credits were deducted, but the translation jobs have failed or disappeared.
Details:
1. Credit Loss: I just topped up 1,200,000 Credits. I selected 180+ posts for automatic translation. Towards the end of the process, the system triggered a "Network Error / Sending Failed" message.
2. Missing Jobs: Approximately 700,000 Credits were deducted from my account, but when I checked the Translation Jobs queue, the 180+ posts I just processed were nowhere to be found.
3. Queue Stuck: I attempted to test the system again by selecting 5 posts. Currently, only 1 has been completed, while the others have been stuck in the "In Progress" status for a long time.
Request:
• Please investigate why the 700k credits were deducted without the translations being delivered.
• Please help restore the missing credits or push the failed jobs through.
• Check the connection between my site and the ATE server to resolve the "In Progress" hang.
I kindly ask you to share the access credentials to the site in your next message, which I have set private. This will allow me to double-check the WPML configuration and look for the cause of this problem.
Please confirm you have created a full site backup that you can restore if necessary.
Can't you verify the credit deduction from your server-side logs using my Site Key? Since the 700k credits were deducted from my account balance, your ATE server should have a record of this transaction and the associated Job IDs. I've already checked my local logs and the jobs simply aren't there. Please check your backend first to see if you can trace the deduction and restore the credits directly.
Hello Carlos,
URGENT: We just lost 700k+ credits due to a network error, and our project is now at a standstill. We need this resolved immediately.
Regarding site access: Due to our company's strict security policy, I cannot share admin credentials. However, I will provide everything you need to investigate:
1. Server-Side Check (Priority): Please use our Site Key to check the ATE server logs. You will see a ~700k deduction without successfully synced Job IDs.
2. Logs Attached: I have attached the WPML Debug Info and ATE Error Logs (showing the "Network Error") to this message.
3. Remote Support: If you need specific screenshots, database query results, or a screen recording, please let me know and I will provide them within minutes.
Please investigate the server-side transaction first so we can recover the credits and resume our work.
Best regards,
I have checked on our servers already, but I need to access the site to check the WPML configuration and logs. That should give me enough information to isolate the cause of the issue or escalate to our 2nd-tier of support if necessary.
I have set your next message private again so you can securely share the access credentials.
Important note: there are two instances of your site on our servers, perhaps the site was moved or restored, and I need to confirm from your site ID (which is an ID I can find on the troubleshooting steps of your site), which is the one we are dealing with.
Hello Carlos,
URGENT: We just lost 700k+ credits due to a network error, and our project is now at a standstill. We need this resolved immediately.
Regarding site access: Due to our company's strict security policy, I cannot share admin credentials. However, I will provide everything you need to investigate:
1. Server-Side Check (Priority): Please use our Site Key to check the ATE server logs. You will see a ~700k deduction without successfully synced Job IDs.
2. Logs Attached: I have attached the WPML Debug Info and ATE Error Logs (showing the "Network Error") to this message.
3. Remote Support: If you need specific screenshots, database query results, or a screen recording, please let me know and I will provide them within minutes.
Please investigate the server-side transaction first so we can recover the credits and resume our work.
Best regards,
Please share this information:
- Go to WPML -> Support -> 'troubleshooting' link -> You will find a large string which contains a hashtag (#) -> Copy that string and share it in your next message
Hello Carlos,
I understand that you see two instances on your side. To resolve this without violating our security policy, I have personally retrieved the Site ID and relevant details you need:
1. Site ID: [REMOVED]
2. Current Site Key: [REMOVED]
3. Internal Error Logs: I have attached a fresh export of the ATE Error Logs specifically covering the timeframe of the 700k credit deduction.
Regarding the two instances: We did perform a [site move/backup restore] recently. Please focus on the Site ID provided above and ignore the old instance.
Since I have provided the specific Site ID, you should now be able to match the ~700k deduction on your server to this specific site. If you still need to check our "WPML Configuration," please tell me exactly which settings you need to see, and I will send you high-resolution screenshots of those pages immediately.
We are losing valuable time on this project—please let me know if you can now escalate this to the 2nd-tier team or refund the credits based on this Site ID.
Best regards,
Please go to WPML -> Support -> 'troubleshooting' link -> Check if the option to unblock stuck translations is active. If it is, click on it and check if the translations now appear on your site.
To continue investigating this issue, we’ll need access to your site, along with the URL of a page or piece of content that was sent for translation but did not complete successfully. This will allow us to review the setup and identify what might be preventing the translation from being processed correctly.
Once we have access and a reference URL, we’ll be able to analyze the issue in detail and guide you toward a solution.
Looking forward to your reply.
Note: I have set your next message to private so you can securely share the access credentials if you receive authorization.
I am beyond frustrated with the progress of this ticket. I have paid over 1,000 Euros for your service, and the level of support I am receiving is completely unacceptable.
I need a direct answer: Why is such a straightforward issue being handled so inefficiently?
Server-Side Transaction: Your ATE server deducted 700k+ credits from my account balance. You have the transaction records and my Site Key. It is hard to believe that your backend cannot verify that these credits were consumed without a single word being translated.
Untranslated Links: You asked for examples. Here are just a few of the 180+ posts that had their credits deducted but remain untranslated:
hidden link
hidden link
hidden link
hidden link
I can provide over 100 more such links if necessary.
Security Policy: As I have repeatedly stated, our company security policy strictly prohibits sharing admin credentials. This is a non-negotiable fact. I have already provided the Site ID, Debug Info, and Error Logs. If you cannot troubleshoot with this data and your own server logs, it indicates a serious flaw in your support process.
My Final Position:
Immediate Escalation: Since you seem unable to resolve this without site access, escalate this ticket to your Supervisor or Tier-2 support immediately.
Credit Restoration: I am being held accountable by my company for this massive delay and financial loss. I need the 700,000 credits restored to my account now so I can find another way to complete my work.
Refund: If you cannot provide a technical solution or restore my credits immediately, I will initiate a formal refund request for the entire credit purchase and move our business to another translation provider.
Stop asking for credentials and resolve this financial discrepancy immediately.
I have escalated this ticket to our 2nd tier of support, where our specialists will take a deeper look at this issue to isolate its cause and find a solution.
I will get back to you as soon as I get more information.
Thank you very much for your patience and understanding!
