Background of the issue:
We’re running WPML version 4.8.4 and experiencing an issue assigning a Translation Manager.
We have two "Admin" users (NOT "Administrator") — "sarahgriffiths29" and "jordanelias".
Both are registered translators with the same language pairs (English ↔ Welsh).
Symptoms:
Sarah’s account includes the capability wpml_manage_translation_options and behaves as a Translation Manager (her Translations tab only shows manually queued pages).
Jordan’s account does not include that capability, and he sees an automatically populated translation queue (which is impossible to work from).
When we go to WPML → Translators → Add a Translation Manager, Jordan does not appear in the list — even when his WordPress role is temporarily switched to Editor.
The capability wpml_manage_translation_options is greyed out in User Role Editor, so we can’t toggle it manually.
We’ve already tried re-adding Jordan as a translator and re-saving his language pairs, but he still doesn’t show in the list.
Questions:
Could you please manually register Jordan as a Translation Manager or advise how to resync WPML’s internal role mapping so that his user profile gains the wpml_manage_translation_options capability? We have 19 active "Admin" users that require this functionality.
This is a production site (not visible to the public, but we have 19 active "Admin" users constantly adding/editing/translating content). It is also part of a multinetwork that contains actual live production sites (live to the public) so we cannot deactivate or reinstall WPML.
The URL is hidden link (redirected from live.onphw.com)
We have a test site which we can use to make a duplicator package. We have registered a new development site called hidden link however we cannot update the key anywhere in the UI since updating WPML. When we try to visit "/wp-admin/options-general.php?page=installer" it says we are not allowed to access the page. We do not have database access to update the key
Languages: English (English )Spanish (Español )German (Deutsch )
Timezone: America/Lima (GMT-05:00)
Hello,
I'd like to request temporary access (wp-admin and FTP) to the website to investigate the issue further.
You'll find the necessary fields below the comment section if you log in to leave the next reply. The information you provide will be private, meaning only you and I will be able to see and access it.
IMPORTANT
Please be sure to create a backup of the website and database before granting us access.
If you don't see the "wp-admin / FTP" fields, your login credentials for the post and website will be set to "PUBLIC." Do NOT publish the information unless you see the required wp-admin / FTP fields.
The private reply form looks like this:
hidden link
When replying again, click "I still need assistance".
Video: hidden link
Please note that we are required to request this information individually on each ticket. We are not permitted to access any login information that was not specifically provided in the private reply form for this ticket.
Languages: English (English )Spanish (Español )German (Deutsch )
Timezone: America/Lima (GMT-05:00)
To be able to assist you, it would be ideal to have access to a Superadmin, as I need the possibility to install plugins for testing or taking a copy of the site.
Further, I need to install a plugin like Adminer or WPphpmyadmin to take a look at the user's data on the database.
About translators:
Newly created user accounts will not be able to see translation jobs that were created before the user existed.
Just realised - you wont be able to manually install the plugins as we use composer/azure to do this - if you let me know which exact plugins you need I can add them in.
