Problem: The client was trying to recover translation credits that were lost after unregistering and deleting a site from their WPML account. They had over 100,000 credits left and forgot to transfer them before deletion. Solution: We recommended that the client navigate to WPML > Translation Management > Translation Tools to check if the credits are still visible there. Additionally, we asked for more details about the actions taken before the credits were lost, such as removing the license key and creating a new one, to better understand the issue and prevent similar problems in the future.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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 further assistance is needed, please open a new support ticket at WPML support forum.
Problem: The client is experiencing an issue where the dialog for fixing translation credits opens and closes immediately with no result. Despite the site being fully functional and translations intact, the credits are not syncing, and it prevents new content translation. Solution: 1. Ensure the site has 45904 credits available by flushing any cache memory. 2. Unregister the site, create a new site key, and register the site again. 3. If the problem persists, follow these troubleshooting steps: - Create a full site backup. - Update any outdated plugins or themes. - Flush any cache memory. - Deactivate all plugins, including WPML ones. - Activate a default WordPress theme, like Twenty Twenty. - Reactivate the WPML plugins. - Check if the issue is resolved. - If resolved, reactivate the theme and then other plugins one by one to identify the conflicting plugin.
If these steps do not resolve the issue or if the solution seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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 problem persists, please open a new support ticket at WPML support forum.
Problema: Il cliente ha attivato un pacchetto di 90.000 crediti per la traduzione automatica su WPML e ha collegato il sito, ma riscontra un problema di crediti insufficienti anche per tradurre una singola parola. Soluzione: Abbiamo verificato che i crediti erano assegnati solo al dominio preprod del sito del cliente. Abbiamo consigliato di verificare i crediti disponibili nella pagina del proprio account WPML (https://wpml.org/account) e, se visibili, di utilizzare l'opzione "aggiungi/rimuovi crediti" per trasferirli nuovamente. Successivamente, abbiamo suggerito di rimuovere la chiave del sito attuale e generare una nuova chiave seguendo questi passaggi: accedere al backend del sito, andare su Plugin > Aggiungi nuovo > Commerciale, Deregistrare WPML dalla vecchia chiave e Registrare nuovamente WPML con la nuova chiave. Infine, riaggiungere i crediti al sito seguendo la guida disponibile qui: https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/.
Se la soluzione proposta non risolve il problema o sembra non essere più attuale, ti invitiamo a consultare la pagina dei problemi noti (https://wpml.org/known-issues/) e a verificare che tu abbia installato le versioni più recenti dei temi e dei plugin. In caso di ulteriori difficoltà, ti consigliamo di aprire un nuovo ticket di supporto.
Problem: If you're experiencing an issue where the WPML back end does not display the correct number of assigned credits, despite the WPML dashboard showing a different amount, this might be due to a discrepancy caused by changes in the automatic translation account ID. Solution: We recommend checking if a new automatic translation account ID was generated after reinstalling or resetting WPML or WordPress. If so, follow these steps: 1. Visit https://wpml.org/account and use the "add/remove credits" option to move the credits back to your WPML.org account. 2. Navigate to https://wpml.org/account/sites/, remove the current site key, and generate a new one. 3. On your website's backend, go to Plugins > Add New > Commercial, unregister WPML from the old key, and re-register it with the new key. 4. Re-add the credits to your site by following the steps outlined here: https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/.
If this solution does not resolve your issue or seems irrelevant due to being 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 problem persists, please open a new support ticket for further assistance.
Problem: After migrating a Dutch site to a new hosting provider, WPML stopped functioning correctly, and previously translated pages are missing. The client is also concerned about the loss of translation credits. Solution: We cannot offer a refund or reset for used translation credits as detailed in our policy (https://wpml.org/faq/can-i-get-a-refund-for-automatic-translation-credits/). Translations in WPML are stored in the database, which remains accessible even without an active subscription. The issue likely stems from the migration process. We recommend using the Duplicator plugin for site migrations, which can be found here: https://wordpress.org/plugins/duplicator/. Documentation and a tutorial for using Duplicator are available at https://snapcreek.com/duplicator/docs/ and https://www.youtube.com/watch?v=3YDQ3Ey_2wY respectively. After migration, ensure to register WPML on your new site and update the site key by following these steps: Log in to your WPML account, navigate to the 'Sites' page (https://wpml.org/account/sites/), remove the old site domain, add the new site, and apply the new key in Plugins > Add new > Commercial.
If this solution does not resolve your issue or 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. If needed, please do not hesitate to open a new support ticket for further assistance at WPML support forum.
Problem: The client needed to know how many credits were left for automatic translations in WPML and inquired about the details of the credits used. Solution: We informed the client that they have 1200 credits remaining. These can be viewed by navigating to WPML --> Translation Management --> Tools. Additionally, we clarified that the credits used for automatic translations on the site cannot be returned. It was also noted that the first 2,000 free credits provided each month do not roll over to the next month.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your specific case, we highly recommend checking the related 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.
Problem: The client is attempting to download an all-time credit usage report for their site but encounters issues accessing it. Solution: 1. We advised the client to navigate to WPML > Translation Management > Tools > Payment and settings > Automatic Translation Usage Reports to find their Automatic Translation Usage Report. For detailed steps, please visit WPML documentation. 2. If the client experiences any errors during this process, we requested a screenshot or a video recording of the issue. 3. We provided a link to the exported credit usage for the past few months available under the client's WPML.org account. 4. We informed the client that our system only allows exporting reports for individual months, but we provided the total credit usage for the mentioned site and a related site.
If this solution does not resolve your issue or seems outdated, we recommend opening a new support ticket. We also 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. For further assistance, please visit WPML support forum.
