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39,242 Responses to “Pre-sales Questions”
I tried five times to send request! I put all information, screenshots of problem, technical information from plugin and when finally I push “Send ticket” the site moves me to the first page “You want to ask for support?” 🤬😭
Hello Alex,
It’s not possible to buy a Lifetime license but renewals are optional and you can still use WPML if you don’t renew it. In this case you will lose access to our support assistance and updates. Here we explain how to switch to manual renewals.
Hello Ahmed,
You cannot use a direct bank transfer to buy WPML. Please try to use a credit card instead of PayPal: On the “checkout” page you will see a link entitled “Use a different payment processor” (at the bottom of the page, under the orange button). Please click on it.
I want to purchase your product for my site. I have some questions. I want to have my default site in English and with https://www.theviralad.com/el to have the Greek version. Is it compatible? I suppose Yes regarding your features page. I want to translate my site without automatic translation is it possible? Also, i need the plugin to be compatible with Calendly, Mailchimp (only the form that the user will fill and sign up to my newsletter) and Gravity forms. Is it possible?
Hello,
WPML allows you to translate your site manually as well. Using automatic translation is optional.
I took a look at your site and it’s a but tricky.
Issue #1
1. You have a mix of two languages: English and Greek – your page URLs are in English, for example https://theviralad.com/about-us/ – the slug is: About us and the content is in Greek.
Issue #2
You say you would like your site to be in English (as the primary language) and in Greek as the secondary language. Now, most of your content is in Greek (not in English)
We recommend fixing the slugs (to change to Greek) before installing WPML and also, after installing WPML you might need to manually change the assigned language from English to Greek. The thing is, if you select English as your site primary language when setting up WPML, WPML will assigns English to all your existing pages but they are in Greek. To change the assigned language you need to open a page for editing, go to the Page section on the right-hand sidebar and set the real/actual language of this page in the “Language of this page section”.
WPML is compatible with Gravity forms.
Calendly are Mailchimp are non-WordPress services and WPML doesn’t translate these.
One more note, in your case it’s better to Greek when setting up WPML and soon after finishing the WPML wizard go to WPML > Languages and change your primary langue to English. This way all your pages in Greek, will have the proper/correct language assigned from the beginning. You can also check with our support team for some advice if you are not sure on how to proceed in your case.
Hello,
No, we don’t have packages with more than 180,000 translation credits.
Clients who need more credits use the Pay-as-you-go payment method which is cheaper. It allows you to provide the card of anyone, it doesn’t need to be the same person who purchased WPML because you insert the cart into your WordPress site and not WPML account. This calculator allow you to see how much you would pay using Pay-as-you-go: https://wpml.org/documentation/automatic-translation/automatic-translation-pricing/#calculate-your-cost
Hi, I’m looking to translate our website using DeepL credits. Can you confirm if the translations are done with their new gen model that was just released or the previous one https://www.deepl.com/en/blog/next-gen-language-model ?
Hello Bogdan,
WPML uses DeepL’s API when retrieving translations. For now, we cannot confirm if the translations are done with their new gen model that was just released. If the underlining API is being automatically updated to use the new model, it’s likely the change you are mentioning will affect the WPML translations as well. This is something our developers would need to check. In the meantime, you can buy WPML and do some testing yourself. Our refund policy allows you to test it for 30 days.
Hi Agnes, thank you for your reply. I’m already a long time WPML customer. My concern is related to the pay as you go services. I have a rather large project that requires translation in 9 additional languages with thousands of pages, half of which are listed as supported in the DeepL next gen update. Investing a significant amount of € for a translation of such a large project using a model that is by any means already outdated and while a better one is publicly available is counterproductive. Is there any way to have this activated upon request or is there a deadline to have this supported through wpml natively? The new model has aleady been live for quite a few weeks.
Please be advised that the new model (i.e. DeepL next gen) is not yet available in the API. WPML CMS uses the API to connect to DeepL services so, in this respect, we are using the latest one available via the API.
Hello, I have received a message telling me that a payment for WPML automatic renewal will be taken via Paypal. I don’t remember asking for direct debit and I don’t need it any more. So I’ve cancelled the renewal, which is as of today’s date, and I see that WPML has taken it into account. I’d like to warn you that I’ve asked my bank to block this payment in case it happens. Can you confirm that the payment will not take place and that I have indeed deleted the renewal? Thank you
Hi!
I have checked your account and I see the reneal was processed 8 hours ago, probably before you cancelled the subscription.
Please submit a refund request here and I will process it soon afterwards https://wpml.org/purchase/refunds/
I am thinking of translating my blog into a second language. I have read about hreflang tags however it seems very technical to me. Does WPML allow to easily add those tags?
Is there any guide available on how to implement proper SEO and avoid mistakes while translating it all?
Hello Emma,
You will find a full guide about the hreflang implementation on the following link. However, if you check the “Automatically Add hreflang Tags to Your Website with WPML” section, you will see that WPML automatically inserts and updates hreflang tags on your original, and translated pages. https://wpml.org/documentation/support/adding-hreflang-wordpress/#hreflang-wpml
Hi, please contact me. I’m looking to renew the license for a client but need to know whether the plan has expired or if it was a credit card issue.
Thanks.
Andrew
Hello Andrew,
Can you please send me your client’s email address used to register the account to hello@wpml.org?
I will check and let you know what happened.
If you are not changing/migrating the site to a new server, then I would not anticipate any kind of website interruption. The steps would involve unregistering the site from your current agency plan and then registering it again with your new account.
You should, however, make sure that you are transferring all remaining translation credits to the site as an intermediate step before unregistering it from the old account. Then, when you have registered the site to your new account, you can transfer the credits from your registered website to your new account.
To have a multilingual shop, you will need the WPML CMS subscription plan. Without the WPML CMS license, the WCML plugin will only allow you to set up and manage single-language products in multiple currencies.
I am interested in buying WPML CMS, but I have a question about facets (with FacetWP or WP Grid Builder).
I will need to develope a big website for a client. This website will have many different CPTs (1000+ posts in total), each with many custom fields and custom taxonomies (built with ACF). The website will be multilingual (3+languages, translated with WMPL).
All of the posts will need to be filterable by users through filters and facets (dates, locations on maps, categories, other custom fields ecc).
I was told by FacetWP and Grid Builder support team that all the post will need to “exist” in every language (so, not just the translation) in order for facets and filters to work correctly, and that I will have to manually duplicate every post to create language specific versions.
Is this something I can automate with WPML? Do you know of an big website that uses WPML with facets?
WPML is a “backend” translator as opposed to translation plugins that “screen-scrape” strings on the frontend and provide translations via custom table lookup. This means that a translated CPT will indeed be its own item entry in the database wp-posts table. Our custom plugin tables group post-ids as translation groups and assign language tags so that a frontend/backend user will have a single language experience depending on the active language that is selected via a language switcher.
When you create a translation, you have the option to create the translations via machine language translation in bulk or manually. It’s up to you. This can also be triggered manually via the Translation Management Dashboard or it can be triggered automatically on the update/save of the CPT in the system default language.
There is also an option to duplicate CPTs (in bulk) to all other active languages. Making a “duplication” means that a separate post type will exist in that target language but its contents will be synchronised/copied from the original language post. Some people do this in order to populate a target langauge site with content while they are translating the content in parallel.
As you can see, there are quite a number of options that you have to create the CPTs in other languages.
I purchased a plugin through your website using PayPal for 99 euros. However, while the charge appears on my account, PayPal indicates that the payment was not successful. I’m fairly certain that the payment went through on your end. Could you please help me resolve this issue?
Hi,
I am trying to purchase ‘WPML Multilingual CMS’.
I am adding my company’s VAT No. but is not recognized by your system to reverse charge it (VAT No. CY10423566S). Please clarify how to proceed.
Also please clarify whether I will need to login and have an account with WPML or whether I can just purchase the plugin without an account
Our team has been attempting to access our WPML account, but we’re unable to log in despite the password remaining unchanged. We’ve tried resetting the password, but we haven’t received any email notifications with instructions. Since your team doesn’t offer phone support, we’re feeling quite frustrated and unsure how to resolve this issue.
Hello, I’m here to confirm my request for a refund because I’ve just noticed that the money has been taken from my account. I would be grateful if you could make the refund as quickly as possible, as this expense has put me in a difficult financial situation. Thank you
You will not be able to get past Step 3 without having a valid and active subscription. That is why under the sitekey entry box, there is this text.
“If you don’t have a WPML.org account or a valid subscription, purchase one to get automatic updates, full support, and a 30-day money-back guarantee.”
Normally, you would have a copy of WPML CMS if you had downloaded it from your active account which you would have opened with a purchased license.
If you HAVE an active subscription (e.g. you have purchased a legal copy of the plugin), then you need only click on the hypertext: “Get a key for this site”
It seems to me that somehow you may have obtained a copy of the CMS plugins without having purchased a license for it. If this is not the case, then please send an email to the accounts department to investigate why your purchase is not recognised. https://wpml.org/home/contact-us/contact-form/
I tried five times to send request! I put all information, screenshots of problem, technical information from plugin and when finally I push “Send ticket” the site moves me to the first page “You want to ask for support?” 🤬😭
Diana, in this case, I will send you a direct link via an email and ask our admins to investigate your issue with opening a support ticket.
Hello
Is it possible to buy lifetime license?
Hello Alex,
It’s not possible to buy a Lifetime license but renewals are optional and you can still use WPML if you don’t renew it. In this case you will lose access to our support assistance and updates. Here we explain how to switch to manual renewals.
I am trying to pay with PayPal with no success
Can you provide me with an email that I can transfer the payment to?
Then I will update you after transferring?
Hello Ahmed,
You cannot use a direct bank transfer to buy WPML. Please try to use a credit card instead of PayPal: On the “checkout” page you will see a link entitled “Use a different payment processor” (at the bottom of the page, under the orange button). Please click on it.
I want to purchase your product for my site. I have some questions. I want to have my default site in English and with https://www.theviralad.com/el to have the Greek version. Is it compatible? I suppose Yes regarding your features page. I want to translate my site without automatic translation is it possible? Also, i need the plugin to be compatible with Calendly, Mailchimp (only the form that the user will fill and sign up to my newsletter) and Gravity forms. Is it possible?
Hello,
WPML allows you to translate your site manually as well. Using automatic translation is optional.
I took a look at your site and it’s a but tricky.
Issue #1
1. You have a mix of two languages: English and Greek – your page URLs are in English, for example https://theviralad.com/about-us/ – the slug is: About us and the content is in Greek.
Issue #2
You say you would like your site to be in English (as the primary language) and in Greek as the secondary language. Now, most of your content is in Greek (not in English)
We recommend fixing the slugs (to change to Greek) before installing WPML and also, after installing WPML you might need to manually change the assigned language from English to Greek. The thing is, if you select English as your site primary language when setting up WPML, WPML will assigns English to all your existing pages but they are in Greek. To change the assigned language you need to open a page for editing, go to the Page section on the right-hand sidebar and set the real/actual language of this page in the “Language of this page section”.
WPML is compatible with Gravity forms.
Calendly are Mailchimp are non-WordPress services and WPML doesn’t translate these.
One more note, in your case it’s better to Greek when setting up WPML and soon after finishing the WPML wizard go to WPML > Languages and change your primary langue to English. This way all your pages in Greek, will have the proper/correct language assigned from the beginning. You can also check with our support team for some advice if you are not sure on how to proceed in your case.
Hello,
Do you have packages higher than 180,000 translation credits?
Also, do you have migration avilable from weglot?
Thanks
Hello,
No, we don’t have packages with more than 180,000 translation credits.
Clients who need more credits use the Pay-as-you-go payment method which is cheaper. It allows you to provide the card of anyone, it doesn’t need to be the same person who purchased WPML because you insert the cart into your WordPress site and not WPML account. This calculator allow you to see how much you would pay using Pay-as-you-go:
https://wpml.org/documentation/automatic-translation/automatic-translation-pricing/#calculate-your-cost
Hi, I’m looking to translate our website using DeepL credits. Can you confirm if the translations are done with their new gen model that was just released or the previous one https://www.deepl.com/en/blog/next-gen-language-model ?
Hello Bogdan,
WPML uses DeepL’s API when retrieving translations. For now, we cannot confirm if the translations are done with their new gen model that was just released. If the underlining API is being automatically updated to use the new model, it’s likely the change you are mentioning will affect the WPML translations as well. This is something our developers would need to check. In the meantime, you can buy WPML and do some testing yourself. Our refund policy allows you to test it for 30 days.
Hello Bogdan,
I have checked with our developers and the new model DeepL uses is not yet available in the API, so WPML doesn’t use it yet.
Can I initially purchase the CMS package and later upgrade to the Agency package by paying the difference?
Yes, that’s how the upgrade option works: you can upgrade to the Agency package later and our system will calculate the difference.
Hi Agnes, thank you for your reply. I’m already a long time WPML customer. My concern is related to the pay as you go services. I have a rather large project that requires translation in 9 additional languages with thousands of pages, half of which are listed as supported in the DeepL next gen update. Investing a significant amount of € for a translation of such a large project using a model that is by any means already outdated and while a better one is publicly available is counterproductive. Is there any way to have this activated upon request or is there a deadline to have this supported through wpml natively? The new model has aleady been live for quite a few weeks.
Hello
Please be advised that the new model (i.e. DeepL next gen) is not yet available in the API. WPML CMS uses the API to connect to DeepL services so, in this respect, we are using the latest one available via the API.
More info here: https://support.deepl.com/hc/en-us/articles/14241705319580-Next-generation-language-model-for-DeepL-Translator
You asked:
Hello, I have received a message telling me that a payment for WPML automatic renewal will be taken via Paypal. I don’t remember asking for direct debit and I don’t need it any more. So I’ve cancelled the renewal, which is as of today’s date, and I see that WPML has taken it into account. I’d like to warn you that I’ve asked my bank to block this payment in case it happens. Can you confirm that the payment will not take place and that I have indeed deleted the renewal? Thank you
Hi!
I have checked your account and I see the reneal was processed 8 hours ago, probably before you cancelled the subscription.
Please submit a refund request here and I will process it soon afterwards https://wpml.org/purchase/refunds/
Kind regards,
Hello,
I am thinking of translating my blog into a second language. I have read about hreflang tags however it seems very technical to me. Does WPML allow to easily add those tags?
Is there any guide available on how to implement proper SEO and avoid mistakes while translating it all?
Many thanks,
Emma
Hello Emma,
You will find a full guide about the hreflang implementation on the following link. However, if you check the “Automatically Add hreflang Tags to Your Website with WPML” section, you will see that WPML automatically inserts and updates hreflang tags on your original, and translated pages.
https://wpml.org/documentation/support/adding-hreflang-wordpress/#hreflang-wpml
Hi, please contact me. I’m looking to renew the license for a client but need to know whether the plan has expired or if it was a credit card issue.
Thanks.
Andrew
Hello Andrew,
Can you please send me your client’s email address used to register the account to hello@wpml.org?
I will check and let you know what happened.
Thanks
Hi,
I have a website tied to agency plan.
However i wish to move this website to a new account. Not a client’s account.
Will the website be affected?
Hello
If you are not changing/migrating the site to a new server, then I would not anticipate any kind of website interruption. The steps would involve unregistering the site from your current agency plan and then registering it again with your new account.
You should, however, make sure that you are transferring all remaining translation credits to the site as an intermediate step before unregistering it from the old account. Then, when you have registered the site to your new account, you can transfer the credits from your registered website to your new account.
I hope this responds to your concerns.
Hi,
Which plan has feature that when I change site language also changes currency?
Hello
To have a multilingual shop, you will need the WPML CMS subscription plan. Without the WPML CMS license, the WCML plugin will only allow you to set up and manage single-language products in multiple currencies.
I hope this clarifies your choice.
Hello,
I am interested in buying WPML CMS, but I have a question about facets (with FacetWP or WP Grid Builder).
I will need to develope a big website for a client. This website will have many different CPTs (1000+ posts in total), each with many custom fields and custom taxonomies (built with ACF). The website will be multilingual (3+languages, translated with WMPL).
All of the posts will need to be filterable by users through filters and facets (dates, locations on maps, categories, other custom fields ecc).
I was told by FacetWP and Grid Builder support team that all the post will need to “exist” in every language (so, not just the translation) in order for facets and filters to work correctly, and that I will have to manually duplicate every post to create language specific versions.
Is this something I can automate with WPML? Do you know of an big website that uses WPML with facets?
Thanks!
Hello
WPML is a “backend” translator as opposed to translation plugins that “screen-scrape” strings on the frontend and provide translations via custom table lookup. This means that a translated CPT will indeed be its own item entry in the database wp-posts table. Our custom plugin tables group post-ids as translation groups and assign language tags so that a frontend/backend user will have a single language experience depending on the active language that is selected via a language switcher.
When you create a translation, you have the option to create the translations via machine language translation in bulk or manually. It’s up to you. This can also be triggered manually via the Translation Management Dashboard or it can be triggered automatically on the update/save of the CPT in the system default language.
There is also an option to duplicate CPTs (in bulk) to all other active languages. Making a “duplication” means that a separate post type will exist in that target language but its contents will be synchronised/copied from the original language post. Some people do this in order to populate a target langauge site with content while they are translating the content in parallel.
As you can see, there are quite a number of options that you have to create the CPTs in other languages.
I personally am not familiar with any large WPML+ FacetWP websites but I can see that we have documentation covering the particular steps for working with FacetWP here: https://wpml.org/documentation/plugins-compatibility/creating-multilingual-filters-using-facetwp-and-wpml/
Please review the article and any “Known Issues” that are currently open.
I hope this answers your concerns
Thank you very much for the very complete answer!
You’re welcome!
Thank you for sharing in-depth details for the well-researched topic.
I liked it so much.
I would like to delete my account and all associated data.
HI!
Let us contact you via email directly about this.
Best regards
Hello,
I purchased a plugin through your website using PayPal for 99 euros. However, while the charge appears on my account, PayPal indicates that the payment was not successful. I’m fairly certain that the payment went through on your end. Could you please help me resolve this issue?
I have also the voucher that the bank charged me.
Thank you.
Hi Luis,
Thanks for the follow-up. If you still need help please contact us directly on hello@wpml.org
No worries! It seems a bank’s problem. The reversed back the transaction. I will buy with a new payment method. Thank you!
Hi Luis,
Thanks for the follow-up. If you still need help please contact us directly on hello@wpml.org
I entered the wrong email address when placing an order, what should I do?
Hello!
Please send an email using this form to our Accounts team and they will help you with the steps to follow to correct this:
https://wpml.org/home/contact-us/contact-form/
Kind regards
Hi,
I am trying to purchase ‘WPML Multilingual CMS’.
I am adding my company’s VAT No. but is not recognized by your system to reverse charge it (VAT No. CY10423566S). Please clarify how to proceed.
Also please clarify whether I will need to login and have an account with WPML or whether I can just purchase the plugin without an account
In reply to keyman.
Hello!
Please send an email using this form to our Accounts team and they will help you with the steps to follow to correct this:
https://wpml.org/home/contact-us/contact-form/
Kind regards
Our team has been attempting to access our WPML account, but we’re unable to log in despite the password remaining unchanged. We’ve tried resetting the password, but we haven’t received any email notifications with instructions. Since your team doesn’t offer phone support, we’re feeling quite frustrated and unsure how to resolve this issue.
In reply to keyman.
Hello!
Please send an email using this form to our Accounts team and they will get in email contact with you directly.
https://wpml.org/home/contact-us/contact-form/
Kind regards
Hi,
I need help acquiring ‘WPML Multilingual CMS’
Please contact me via email
In reply to keyman.
Hello!
Please send an email using this form to our Accounts team and they can contact you directly:
https://wpml.org/home/contact-us/contact-form/
Kind regards
( Mercedes reply : “Please submit a refund request here and I will process it soon afterwards https://wpml.org/purchase/refunds/” )
Hello, I’m here to confirm my request for a refund because I’ve just noticed that the money has been taken from my account. I would be grateful if you could make the refund as quickly as possible, as this expense has put me in a difficult financial situation. Thank you
Hello
I can see that our administration team has already received the refund request. Thank you for your patience while it gets processed.
Kind regards
Cant get past step 3 on config page. Cant really purchase if it doesnt work. I chnage dthe memory in wpconfig.php still same issue
Hello Jan
You will not be able to get past Step 3 without having a valid and active subscription. That is why under the sitekey entry box, there is this text.
“If you don’t have a WPML.org account or a valid subscription, purchase one to get automatic updates, full support, and a 30-day money-back guarantee.”
Normally, you would have a copy of WPML CMS if you had downloaded it from your active account which you would have opened with a purchased license.
If you HAVE an active subscription (e.g. you have purchased a legal copy of the plugin), then you need only click on the hypertext: “Get a key for this site”
It seems to me that somehow you may have obtained a copy of the CMS plugins without having purchased a license for it. If this is not the case, then please send an email to the accounts department to investigate why your purchase is not recognised.
https://wpml.org/home/contact-us/contact-form/
Kind regards