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39,486 Responses to “Pre-sales Questions”
We wanted to switch fully to WPML, but unfortunately, your support has been a nightmare. Your documentation and blog articles do not help in urgent situations. We have disabled our previous translation tool and are now losing rankings due to language-related issues. Why don’t you offer live chat or instant support for urgent cases?
We currently have a large volume of content requiring immediate translation, but your security system limits card payments to $100 without the option for instant payment. Waiting until after August 1st to translate the remaining 1000+ pages is causing significant disruptions to our business. This issue has persisted for six days, and we continue to receive only generic, non-helpful replies from your team. Additionally, some of these problems were already mentioned eight months ago when we initially planned to migrate to WPML, yet remain unresolved.
Could you provide clear assurance that these critical support issues will be addressed quickly? Without substantial improvements, we cannot recommend WPML for larger websites or projects.
Currently, responses from your support team take hours or even longer. How do you plan to improve this situation in the near future?
Hello Yves,
Mercedes here too. I have replied to your other emails and checked your tickets.
I am following up on this. You will hear back from us soon.
Hello dear, after I purchased WPML and other plugins and activated them, I turned off the automatic translation of all content, manually selected the content to be translated, and started translating, but where should I start? Please tell me the detailed translation steps and what is the order?
Is it to translate the post page, then translate the product page, then translate the product category, TAG category, then translate the HOME page, about us page, contact us page, and finally the menu and widget translation, right?
Because someone told me that if you translate the menu bar or widget first, it may lead to many 404 pages, is that right?
Hello Jack, this is a section for pre-sales questions and let’s use it for this purpose. You are an active user of WPML so please kindly use our support channel. We’ve been already in touch via multiple channels (support, Zoom calls, emails).
I bought me a Multilingual CMS package (that is for 3 websites) and now I have to spend all 80,000 credits to the first website, and then I have to buy new ones for website 2 and 3, or have to wait to transfer them to the other websites (with extra costs) and have to wait an unknown time span. And … before I bought me this package (it is still up) 90,000 credits were promised, not just 80,000! Just wondering wether I can proceed today (Friday) or that I have to wait the entire weekend …..
Hello,
Thank you for using WPML. Please note that WPML users can use our support channel to ask technical questions and questions related to credits too. I checked your support history and you made an attempt to open a support ticket but you didn’t finish the wizard and you never reached any of our support people (we have 21 dedicated supporters – please check the list here). Please check this video to see how to open a support ticket.
From what I can see you used only 12,000 credits for your site. Please log into your WPML account and check how many credits you have there in the “Manage credits for Automatic Translation”. From that screen, you can assign more credits to any of your registered sites.
I want to know something before purchasing WPML, does installing the plugin require duplicating the website pages? So that the translation and RTL work properly? Because I got a copy from your partner to test it before purchasing from the official website and RTL didn’t work correctly on the website pages except for the WooCommerce pages which the plugin automatically duplicated. I want to install the plugin without duplicating the website pages or media. Do you have this available?
The short answer is : yes, the best approach for layouts to work well and perhaps other post-meta data to be available for pricing and/or styling would be for the post types to be duplicated.
You could install the plugin without duplciating pages but this would imply that your content is viewed exactly the same (language, layouts, RTL) in all language spaces. This approach can work for people who might use variations of the same langauge (British English, American English, Canadian English) and who don’t need different post-meta information for each language.
Hello, we sent an email regarding a 2nd renewal of a nonprofit license of wpml a few days ago to hello@wpml.org, as we did in the past, but we received no response.
Is there another email to contact for the renewal of wpml for nonprofits?
I am assuming from your question that the two domains will be pointing to the same WordPress installation (e.g. same database)
Can your plugin do this and give me real editable posts and pages on the new one?
Yes. Our architecture creates a separate individual post type for each translated post. Custom plugin tables maintain a kind of directory that maps languages to post types so that a site visitor has a single-language experience but all post are residing in the same database.
Hello, I would like to purchase your product – Multilingual CMS for 3 sites.
Since I need to pay with a credit card and then get reimbursed, I would like to confirm a few things with you before making the purchase.
1. All prices are yearly prices
2. We do not enter into any time-limited unlimited contracts
Hello Lee peng,
1- Yes, all our subscriptions have an optional yearly renewal fee.
2- I am not sure of what you mean exactly with time-limited unlimited contracts but all our subscriptions can be cancelled at any time from the WPML account page.
More info about this here https://wpml.org/home/terms-and-conditions/#what-happens-if-you-don-t-renew
You input 300K and choose your translation engine to see what it might cost.
example: 300K words with WPML AI engine woudl cost about 420euros
At the end of the month, WPML charges you based on the number of credits you used during the course of the month. Your first 2,000 credits are free, and the price-per-credit goes down the more you translate over the month. If you don’t translate anything, you pay nothing.
The calulator would give you a “top band” as if there are repeated segements that are saved to Translation Meemory, this may reduce any costs.
If you have further exact questions, I may be able to help clarify further.
We are currently evaluating multilingual solutions for our WordPress site for our client and wanted to inquire whether WPML offers a trial version that we can test before committing to a purchase.
Additionally, our website pulls a significant portion of content dynamically via an external API. Could you please clarify how WPML handles the translation of such API-based content? Specifically, we would like to understand whether it can automatically detect and translate this content or if manual intervention is required.
Lastly, we are planning to support Arabic – right-to-left (RTL) language on our site. Could you confirm how WPML manages RTL content and whether it ensures proper layout and alignment when switching between LTR and RTL languages?
1. Does WPML offers a trial version that we can test before committing to a purchase?
No, we do not offer any free trial. We do have a 30-day policy that allows you to return the product for any reason within a 30 day window for a full refund.
More here: https://wpml.org/purchase/refunds/
2. How does WPML handles the translation of dynamic externally generated API-based content?
Without knowing the exact nature of the API in question, I couldn’t reliably answer your question. Even with more information, the best advice would be to do a good “test” wtihin the 30-day refund window to clear any doubts.
In the meantime, I would like to point you to our WPML API documentation. You specifically asked “can WPML automatically detect and translate content”? The answer is “yes”, if the right hooks/filters can be activated.
We recommend checking the following guides for more information:
Request for Clarification and Refund for Unrecognized Charge of 511.67 ILS
Hello,
I recently noticed a charge on my credit card in the amount of 511.67 ILS made by your company, OnTheGoSystems / WPML, which I do not recognize.
I have never created an account with your service, and to the best of my knowledge, I am not a customer of yours.
Charge details:
Amount: 511.67 ILS
Charged by: OnTheGoSystems / WPML
Date: [13/7/25]
Last 4 digits of the card: [7388]
I kindly ask that you:
Clarify the origin of this charge.
Cancel and refund the charge as soon as possible, as I did not authorize it.
Confirm that there are no active subscriptions or services under my name or email.
Please let me know if you require any further information to process this request. I expect your prompt assistance on this matter.
We wanted to switch fully to WPML, but unfortunately, your support has been a nightmare. Your documentation and blog articles do not help in urgent situations. We have disabled our previous translation tool and are now losing rankings due to language-related issues. Why don’t you offer live chat or instant support for urgent cases?
We currently have a large volume of content requiring immediate translation, but your security system limits card payments to $100 without the option for instant payment. Waiting until after August 1st to translate the remaining 1000+ pages is causing significant disruptions to our business. This issue has persisted for six days, and we continue to receive only generic, non-helpful replies from your team. Additionally, some of these problems were already mentioned eight months ago when we initially planned to migrate to WPML, yet remain unresolved.
Could you provide clear assurance that these critical support issues will be addressed quickly? Without substantial improvements, we cannot recommend WPML for larger websites or projects.
Currently, responses from your support team take hours or even longer. How do you plan to improve this situation in the near future?
Hello Yves,
Mercedes here too. I have replied to your other emails and checked your tickets.
I am following up on this. You will hear back from us soon.
We are sorry for the inconvenience.
Hello dear, after I purchased WPML and other plugins and activated them, I turned off the automatic translation of all content, manually selected the content to be translated, and started translating, but where should I start? Please tell me the detailed translation steps and what is the order?
Is it to translate the post page, then translate the product page, then translate the product category, TAG category, then translate the HOME page, about us page, contact us page, and finally the menu and widget translation, right?
Because someone told me that if you translate the menu bar or widget first, it may lead to many 404 pages, is that right?
Hello Jack, this is a section for pre-sales questions and let’s use it for this purpose. You are an active user of WPML so please kindly use our support channel. We’ve been already in touch via multiple channels (support, Zoom calls, emails).
I bought me a Multilingual CMS package (that is for 3 websites) and now I have to spend all 80,000 credits to the first website, and then I have to buy new ones for website 2 and 3, or have to wait to transfer them to the other websites (with extra costs) and have to wait an unknown time span. And … before I bought me this package (it is still up) 90,000 credits were promised, not just 80,000! Just wondering wether I can proceed today (Friday) or that I have to wait the entire weekend …..
Hello,
Thank you for using WPML. Please note that WPML users can use our support channel to ask technical questions and questions related to credits too. I checked your support history and you made an attempt to open a support ticket but you didn’t finish the wizard and you never reached any of our support people (we have 21 dedicated supporters – please check the list here). Please check this video to see how to open a support ticket.
From what I can see you used only 12,000 credits for your site. Please log into your WPML account and check how many credits you have there in the “Manage credits for Automatic Translation”. From that screen, you can assign more credits to any of your registered sites.
I want to know something before purchasing WPML, does installing the plugin require duplicating the website pages? So that the translation and RTL work properly? Because I got a copy from your partner to test it before purchasing from the official website and RTL didn’t work correctly on the website pages except for the WooCommerce pages which the plugin automatically duplicated. I want to install the plugin without duplicating the website pages or media. Do you have this available?
Hello
The short answer is : yes, the best approach for layouts to work well and perhaps other post-meta data to be available for pricing and/or styling would be for the post types to be duplicated.
You could install the plugin without duplciating pages but this would imply that your content is viewed exactly the same (language, layouts, RTL) in all language spaces. This approach can work for people who might use variations of the same langauge (British English, American English, Canadian English) and who don’t need different post-meta information for each language.
Kind regards
Compré el Tema Listeo, este tema puede funcionar bien con WPML y los clientes que se suscriban pueden traducir sus listados?
gracias
Hola
No encuentro ningún registro de que nuestro equipo haya probado la compatibilidad de este tema.
Veo algunos tickets de soporte abiertos de otros clientes que intentaron que el tema funcionara correctamente.
Por lo tanto, desde nuestra perspectiva, el tema no es compatible sin un trabajo adicional por parte suya o del autor del tema.
Espero que esta información le sea útil.
Hello, we sent an email regarding a 2nd renewal of a nonprofit license of wpml a few days ago to hello@wpml.org, as we did in the past, but we received no response.
Is there another email to contact for the renewal of wpml for nonprofits?
Thanks!
Hello
Please try using this contact form instead:
https://wpml.org/home/contact-us/contact-form/
Kind regards
I need to translate content from one domain on to another domain; all content and URLs must be translated.
Can your plugin do this and give me real editable posts and pages on the new one?
How much content is one credit?
Hello
Hello
I am assuming from your question that the two domains will be pointing to the same WordPress installation (e.g. same database)
Yes. Our architecture creates a separate individual post type for each translated post. Custom plugin tables maintain a kind of directory that maps languages to post types so that a site visitor has a single-language experience but all post are residing in the same database.
This article may be of interest to you: https://wpml.org/documentation/support/wpml-tables/
Please read this article regarding Credits
https://wpml.org/faq/what-are-credits/
You may find these articles of interest as well:
https://wpml.org/documentation/automatic-translation/automatic-translation-pricing/
Kind regards
Hello, I would like to purchase your product – Multilingual CMS for 3 sites.
Since I need to pay with a credit card and then get reimbursed, I would like to confirm a few things with you before making the purchase.
1. All prices are yearly prices
2. We do not enter into any time-limited unlimited contracts
Thanks in advance for your reply.
Hello Lee peng,
1- Yes, all our subscriptions have an optional yearly renewal fee.
2- I am not sure of what you mean exactly with time-limited unlimited contracts but all our subscriptions can be cancelled at any time from the WPML account page.
More info about this here https://wpml.org/home/terms-and-conditions/#what-happens-if-you-don-t-renew
No it will not.
I have about 300 000 words on the site, so how much do I need to pay extra?
The link makes no sense for me.
Hello
Your price for extra credits depends on the translation engine you use.
Did you try the price simulator here?
https://wpml.org/documentation/automatic-translation/automatic-translation-pricing/#simulate-your-price-with-pay-as-you-go
You input 300K and choose your translation engine to see what it might cost.
example: 300K words with WPML AI engine woudl cost about 420euros
At the end of the month, WPML charges you based on the number of credits you used during the course of the month. Your first 2,000 credits are free, and the price-per-credit goes down the more you translate over the month. If you don’t translate anything, you pay nothing.
The calulator would give you a “top band” as if there are repeated segements that are saved to Translation Meemory, this may reduce any costs.
If you have further exact questions, I may be able to help clarify further.
Hello ,
We are currently evaluating multilingual solutions for our WordPress site for our client and wanted to inquire whether WPML offers a trial version that we can test before committing to a purchase.
Additionally, our website pulls a significant portion of content dynamically via an external API. Could you please clarify how WPML handles the translation of such API-based content? Specifically, we would like to understand whether it can automatically detect and translate this content or if manual intervention is required.
Lastly, we are planning to support Arabic – right-to-left (RTL) language on our site. Could you confirm how WPML manages RTL content and whether it ensures proper layout and alignment when switching between LTR and RTL languages?
Hello
1. Does WPML offers a trial version that we can test before committing to a purchase?
No, we do not offer any free trial. We do have a 30-day policy that allows you to return the product for any reason within a 30 day window for a full refund.
More here: https://wpml.org/purchase/refunds/
2. How does WPML handles the translation of dynamic externally generated API-based content?
Without knowing the exact nature of the API in question, I couldn’t reliably answer your question. Even with more information, the best advice would be to do a good “test” wtihin the 30-day refund window to clear any doubts.
In the meantime, I would like to point you to our WPML API documentation. You specifically asked “can WPML automatically detect and translate content”? The answer is “yes”, if the right hooks/filters can be activated.
We recommend checking the following guides for more information:
WPML Hooks Reference: https://wpml.org/documentation/support/wpml-coding-api/wpml-hooks-reference/
WooCommerce Multilingual Hooks Reference : https://wpml.org/documentation/related-projects/woocommerce-multilingual/wcml-hooks-reference/
Using WordPress REST API with WooCommerce Multilingual: https://wpml.org/documentation/related-projects/woocommerce-multilingual/using-wordpress-rest-api-woocommerce-multilingual/
I also point our this link to multilingual contractors with experience creating bespoke/custom solutions using WPML API:
https://wpml.org/contractors/
3. How does WPML manages RTL content and how does it ensures proper layout and alignment when switching between LTR and RTL languages?
Please refer to this article: https://wpml.org/faq/does-wpml-have-rtl-support-right-to-left/
I hope this information answers most of your questions.
Kind regards
Request for Clarification and Refund for Unrecognized Charge of 511.67 ILS
Hello,
I recently noticed a charge on my credit card in the amount of 511.67 ILS made by your company, OnTheGoSystems / WPML, which I do not recognize.
I have never created an account with your service, and to the best of my knowledge, I am not a customer of yours.
Charge details:
Amount: 511.67 ILS
Charged by: OnTheGoSystems / WPML
Date: [13/7/25]
Last 4 digits of the card: [7388]
I kindly ask that you:
Clarify the origin of this charge.
Cancel and refund the charge as soon as possible, as I did not authorize it.
Confirm that there are no active subscriptions or services under my name or email.
Please let me know if you require any further information to process this request. I expect your prompt assistance on this matter.
Thank you,
Hello
Please write about this here:
https://wpml.org/home/contact-us/contact-form/
The backoffice admin team will be able to help you.
Kind regards
I have contacted you via email directly about this.