Problem: The client is setting up a development site and is unable to register the site to obtain a site key following the instructions provided in the WPML documentation. They are concerned about how to transfer translations using the translation memory. Solution: We explained that the client's current subscription is for end users, which is suitable when a developer or site owner transfers renewals for a single site. This model does not support obtaining a new site key for development sites. We clarified that the site key is primarily used for plugin updates and credit management. Therefore, the client can continue working on the development site without a new site key and use the production site key once the site is ready.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your specific case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the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: After a recent WPML update, the Translation Editor no longer recognizes newly added or updated file links as translatable fields in both the Advanced Translation Editor (ATE) and the Classic Translation Editor. This issue affects file links embedded using Divi modules, where previously these links appeared as "Link Option Url, Url" fields allowing for language-specific versions. However, links embedded before the update are still recognized correctly.
Solution: If you're experiencing this issue, we recommend trying to locate the URLs by typing "http" in the top right section of the Advanced Translation Editor. This might help in identifying the links that are not automatically recognized as translatable fields post-update.
Please note that this solution might be irrelevant if it's outdated or not applicable to your case.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 the issue persists, please open a new support ticket.
Problem: If you're experiencing issues on your production site where custom fields like 'downloads_*_url_pardot' show a lock icon in WPML > Settings > Custom Fields Translation, preventing you from setting their translation behavior to "Copy", while on your staging environment these fields do not have this lock and can be set to Copy normally. Solution: First, ensure that the 'acf-field-group' post type is set to not translatable in WordPress Dashboard > WPML > Settings > Post Types Translation. If it's already set, no changes are needed there. Next, make a minor edit to the original page (like adding an extra space) and save it. This should prompt an update across translations. If the issue persists, check for any XML code under WordPress Dashboard > WPML > Settings > XML Custom Code tab that might be forcing the lock icon. Also, verify if such XML files exist in your theme or plugin files. If you find the settings are correct but the problem remains, it might be due to the field group settings in ACF > Field Groups > Knowledge Base group field translation option, which should be set to Expert mode to allow changes in custom field translation options. After adjusting these settings, make a small change on the page using the field in the original language and complete the translation to see the results.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your specific 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 needed, please open a new support ticket for personalized assistance at WPML support forum.
Problem: The client was concerned about the high cost of translating 266 words into 15 languages, which amounted to approximately 158€. They also inquired about the most cost-efficient way to translate all strings in their child theme text domain. Solution: 1. We explained that translation costs vary depending on the translation engine used. For instance, WPML AI charges 4 credits per word, while other services like Google Translate and Microsoft Translator may charge less. 2. To manage costs effectively, we recommended selecting the most economical translation engine, using WPML's Translation Memory to save on future translations, and checking the estimated costs on the WPML -> Translation Dashboard before proceeding. 3. For detailed pricing information, we provided a link to our documentation: https://wpml.org/documentation/automatic-translation/automatic-translation-pricing/ 4. We also addressed a specific issue with the translation cost display on the Translation Dashboard, which appeared to be a UX bug. Our 2nd-tier support team investigated and confirmed that the actual charges were correct, and the display issue was cosmetic.
If this solution does not resolve your issue or seems outdated, we 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.
Problem: The client is requesting clarification and missing invoices for several transactions labeled "OnTheGoSystems" on their bank statement, which are not reflected in their WPML account dashboard. Solution: We advised the client to contact our sales team directly for issues related to account transactions and invoices. The appropriate contact email is hello@wpml.org. We recommended sending an email to this address with all relevant details to receive the necessary documentation and support.
If the provided solution does not apply to your case, or if it 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. Should you need further assistance, please do not hesitate to open a new support ticket at WPML support forum.
Problem: If you're experiencing PHP warnings on every page load due to the WPML String Translation plugin, where the server logs show 'open_basedir restriction in effect' for files like action-scheduler-en_US.mo, this is due to the plugin attempting to access files using relative paths which conflict with open_basedir settings on your server. Solution: We recommend checking the workaround provided in our forum. Please visit https://wpml.org/forums/topic/warning-file_exists-open_basedir-restriction-in-effect/#post-17634500 for a detailed solution. Before implementing any changes, ensure that you back up your database to prevent any potential data loss.
Please note that this solution might be outdated or not applicable to your specific 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 the problem persists, please open a new support ticket at WPML support forum for further assistance.
