Cannot locate a string in woocommerce email to translate.

This thread is resolved. Here is a description of the problem and solution.

Problem:
The client is unable to find and update the Japanese translation of a specific line in a WooCommerce email notification that has reverted to an incorrect version. The line in question is part of a customer email for a failed order.
Solution:
We recommend the following steps to locate and translate the string:
1. Edit the email content in the original language and make a small change, then save these changes. This action will refresh the entry in the database.
2. Follow the steps described in this guide to find and translate the string that does not appear on the string translation page: https://wpml.org/documentation/getting-started-guide/string-translation/finding-strings-that-dont-appear-on-the-string-translation-page/

If these steps do not resolve your issue, or if the solution seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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 our support forum.

This is the technical support forum for WPML - the multilingual WordPress plugin.

Everyone can read, but only WPML clients can post here. WPML team is replying on the forum 6 days per week, 22 hours per day.

Tagged: Documentation request

This topic contains 3 replies, has 1 voice.

Last updated by Carlos Rojas 2 weeks, 6 days ago.

Assisted by: Carlos Rojas.

Author	Posts
August 30, 2025 at 9:48 am #17359151
Issei Miura	Background of the issue: I am trying to translate a line of text shown in an email to the customer through our e-commerce plugin, WooCommerce. I had the same issue before and contacted support, who helped me locate the text to translate. However, the translation has reverted back to the unwanted version. I cannot locate the previous ticket which explained how to find the string that needs translation. The line I want to translate reads 'When this happens, please return to our webshop and check your card number, expiry date and other details before proceeding with payment.' It is located in a customer mail for a failed order. I want to update the Japanese translation of this English line because the Japanese has reverted to incorrect. Symptoms: The Japanese translation of a specific line in a WooCommerce email has reverted to an incorrect version, and I cannot locate the previous support ticket that explained how to find and translate the string. Questions: Could you please assist me again to find the string that needs translation?
August 31, 2025 at 12:40 pm #17360465
Andrey WPML Supporter since 06/2013 Languages: English (English ) Russian (Русский ) Timezone: Europe/Kyiv (GMT+03:00)	One of my colleagues will take on your ticket. In the meantime, I would like to provide some helpful information. Can you try the following steps (provided in the link below) and see if it helps? https://wpml.org/documentation/related-projects/woocommerce-multilingual/how-to-translate-woocommerce-emails/#updating-translations-for-email-notifications-not-shown-in-woocommerce-settings
September 1, 2025 at 8:14 am #17361640
Issei Miura	Hi Andrey, Thanks for your reply. I have followed the steps you provided, and many more strings came available after the scan, but I still cannot locate the appropriate string to translate. Please let me know if you have any additional advice. Thanks.
September 1, 2025 at 10:08 am #17361993
Carlos Rojas WPML Supporter since 03/2017 Languages: English (English ) Spanish (Español ) Timezone: Europe/Madrid (GMT+02:00)	Hello, My name is Carlos, and I will continue working on this ticket Please follow these steps: - Edit the email content in the original language and make a small change -> Save the changes (this will refresh the entry in the database) - Follow the steps described in this guide: https://wpml.org/documentation/getting-started-guide/string-translation/finding-strings-that-dont-appear-on-the-string-translation-page/ to find and translate the string Can you tell me the results of the steps described above?