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40,587 Responses to “Pre-sales Questions”
Subject: Need access to automatic translation credits for additional pages
Hi,
We have a website where we previously translated all content from Serbian into English and French using WPML’s automatic translation. However, we no longer have access to the WPML account that was originally used for those translations.
We have now created several new pages on our website and would like to translate them as well.
Could you please let us know how we can proceed in this situation?
Is it possible to reconnect our site to a new WPML account and continue using automatic translation credits, while keeping all existing translations without having to translate them again?
I am writing to ask for clarification regarding a functionality: I do not want the entire page automatically translated. I only want to manually translate specific titles or text that I select. For example, if I choose only 50 pieces of text to be translated into the chosen language, then only those 50 texts should be translated — and the rest of the page should remain unchanged.
Please confirm whether this functionality is available or not.
With the Advanced Translation Editor’s side-by-side editor, you can select which segments to translate and which ones to copy over by clicking the “copy” icon.
Hello I would like to make the website http://xodus.online multilingual. It is hosted on wordpress.com. When I am logged into wordpress.com and I search the plugins I can’t seem to find WPML. Is it possible to run WPML on wordpress.com websites ?
It is my understanding that you need to have a “Business” or “Commerce” plan to be able to install WPML. These plans allow for full access to the wordpress dashboard which is what would be required to manage WPML.
WPML cannot be installed on Free, Personal, or Premium plans. These plans do not allow uploading plugins, even if you pay separately for WPML.
They only work with the plugins pre-installed by WordPress.com.
For a definitive and more complete answer for your case, however, you need to ask WordPress.com support.
We normally don’t offer this service as we feel that your questions can be beneficial to others who are reading this forum. If you have questions that you prefer to keep private, you can write to “hello@wpml.org” where someone will try to help you.
Hi, I use the BuddyBoss theme and LearnDash. Now I want to tanslate my site. Since there are two different plugins (WPML Multilingual and WPML Multilingulat for BP and BB) – which one do I have to install? Where are the differences in functionality?
WPML Multilingual for BP and BB is an “add-on” plugin so that the WPML CMS core set (including String Tranlsations) will work with BuddyPress and BuddyBoss.
You can read this here: https://es.wordpress.org/plugins/buddypress-multilingual/
As it states, WPML CMS is a prerequisite for a BuddyBoss and/or BuddyPress installation.
Trying to renew our service but need to purchase using a UK credit card – the zip code field during payment doesn’t allow for letters which is required for a UK zip.
I am experiencing an issue logging into my account. After your recent update, the login method has changed from using a User ID to an Email address. Since my colleague who previously managed this account has resigned, I only have access to the User ID and password. However, with your recent update requiring an email address, I am unable to log in.
Could you please help me regain access to my account? My subscription is set to expire on December 11, 2025, and I need to renew it before that date.
You locked us out of our paid account. How can we regain access to our account when I cannot even log in to create a ticket and ask for help? Why did you change the log in system without any warning?
Previously, I used to log in to wpml.org with my user ID. Now, it is necessary to log in with our email. I tried replacing my user ID with my email, but it doesn’t work. I tried a password reset, but I did not receive an email. Please help me.
The email we have on file associated with your wpml.org account is:
If you need assistance to change this, please contact our Accounts team: https://wpml.org/home/contact-us/contact-form/
After the recent WPML update, I can no longer log in using my username. The system now requires an email address, but I don’t remember which email I used when I first created the account.
My username is: deborao
Could you please help me to log in or provide guidance on how to regain access?
Thank you very much in advance for your assistance.
Hi! I’m thinking of buying the Multilingual CMS version of your plugin, but I have a question: if in the future I decide I don’t wish to continue paying the yearly subscription, will the existing translations and settings dissapear or stop working on my site? Thanks in advance.
Hello,
WPML saves the translations in your database, so they’re yours to keep. However, if you stop renewing the subscription, you’ll loose access to Support and updates, which will potentially break your site. To learn more, please see https://wpml.org/purchase/wpml-renewal/
After the recent WPML update, I can no longer log in using my username. The system now requires an email address, but I don’t remember which email I used when I first created the account.
My username is: andreyB-13
Could you please help me to log in or provide guidance on how to regain access?
Thank you very much in advance for your assistance.
Please understand we’re getting many requests for account issues due to the changes in login procedure, so our reply time can be higher than usual. We’ve got your message and we’ll reply as soon as possible.
After the recent WPML update, I can no longer log in using my username. The system now requires an email address, but I don’t remember which email I used when I first created the account. I tried with 3 emails – but no one received a forgotten password.
My username is: kalinV
Could you please help me to log in or provide guidance on how to regain access?
Thank you very much in advance for your assistance.
Hello,
please use this form to contact the administration and we’ll sort it out.
Please understand that due to the high volume of requests, our reply time is higher than usual.
As I said, we’re having a high number of requests similar to yours due to the recent login changes. Please be sure we’ll reply to everyone, but it will take a while.
Please find the list of supported languages both preconfigured and supported by the automatic translation engines we work with: https://ate.wpml.org/mt_langs
Listen Laura,
Why is no one replying to my message? You locked us out of our account and closed my ticket because I could not reply. Just do your job already and sort it out. What is this log-in mess anyway? Everyone is having issues logging in.
We seem to be flooded with requests for help as many people do not recall the email with which they registered. To get you “unstuck”, do you still have access to a google email with a userid that is composed with the first letter of your name, a dot, and then your last name?
I have renewed and paid my license from my purchasing department instead of the web payment site and mode. WPML is not recognizing thins payment and ask me type of “synchronization” activity… can you help me how to do it?
Please write to hello@wpml.org and include the invoice ID of their recent payment. Our billing department will hep you sort everything out. They’ve been informed that an email from you is on its way.
Hello, before start the WPML, I hope to ask some question:)
Requested Feature: Multilingual CMS (WordPress)
1. We are planning to use a monthly billing system, and we were informed that the AI translation credit is 90,000.
In this case, does the credit consumption depend on the number of words included on each translated page, or is it based on the total number of words across the entire website?
2. How many languages can be used in total?
If we add more languages, does that mean additional translation credits will be consumed accordingly?
3. When the credits expire, will the system automatically charge for additional credits, or will the translation function stop until we purchase more?
Additionally, please refer to our website link and let us know if any specific data or details are required for the multilingual CMS setup. thanks for replay in ahead.
Olá, já tenho uma conta há mais de 5 anos. Porém, meu acesso ERA POR USUÁRIO, e vocês alteraram para acesso por EMAIL de um email da qual não tenho acesso. Não consigo abrir chamado, pois apenas usuários logados conseguem. Como recuperar o acesso? Pois estamos pagando corretamente.
Subject: Unable to access my WPML account – long-time customer
Hello,
I’m contacting you through the Pre-sales questions form because I’m currently unable to access my WPML account.
I’ve been a WPML customer for many years (well over 10 years), but at the moment I cannot log in to my account, even though I’m sure the credentials I’m using are correct.
I’ve tried using the “reset password” option, but I never receive the password recovery email with the instructions to reset it.
Unfortunately, accessing my account is required in order to open a support ticket, so I currently have no way to contact technical support directly.
Could you please help me restore access to my account, or forward my request to the appropriate team so they can assist me?
Thank you very much for your help.
Kind regards,
Enrico Maioni e@guidedolomiti.com [Email address associated with the account]
Subject: Need access to automatic translation credits for additional pages
Hi,
We have a website where we previously translated all content from Serbian into English and French using WPML’s automatic translation. However, we no longer have access to the WPML account that was originally used for those translations.
We have now created several new pages on our website and would like to translate them as well.
Could you please let us know how we can proceed in this situation?
Is it possible to reconnect our site to a new WPML account and continue using automatic translation credits, while keeping all existing translations without having to translate them again?
Thank you in advance for your assistance.
Best regards,
P
Hello Pavle,
You’re welcome to buy a new subscription and register your site. You can then buy credits. All your content will keep working the same.
Kind regards
Hello,
I am writing to ask for clarification regarding a functionality: I do not want the entire page automatically translated. I only want to manually translate specific titles or text that I select. For example, if I choose only 50 pieces of text to be translated into the chosen language, then only those 50 texts should be translated — and the rest of the page should remain unchanged.
Please confirm whether this functionality is available or not.
Thank you.
Hello
With the Advanced Translation Editor’s side-by-side editor, you can select which segments to translate and which ones to copy over by clicking the “copy” icon.
https://wpml.org/documentation/translating-your-contents/advanced-translation-editor/#side-by-side-contextual-translation-editor
I hope this answers your question.
Kind regards
I need to know if you have a lifetime price for the plugin. Thank you.
Hello
I`m sorry. We do not offer this.
Kind regards
Hello I would like to make the website http://xodus.online multilingual. It is hosted on wordpress.com. When I am logged into wordpress.com and I search the plugins I can’t seem to find WPML. Is it possible to run WPML on wordpress.com websites ?
Hello
It is my understanding that you need to have a “Business” or “Commerce” plan to be able to install WPML. These plans allow for full access to the wordpress dashboard which is what would be required to manage WPML.
WPML cannot be installed on Free, Personal, or Premium plans. These plans do not allow uploading plugins, even if you pay separately for WPML.
They only work with the plugins pre-installed by WordPress.com.
For a definitive and more complete answer for your case, however, you need to ask WordPress.com support.
Kind regards
Could i be contacted because o have few question before buying your product
Hello
We normally don’t offer this service as we feel that your questions can be beneficial to others who are reading this forum. If you have questions that you prefer to keep private, you can write to “hello@wpml.org” where someone will try to help you.
Kind regards
Hi, I use the BuddyBoss theme and LearnDash. Now I want to tanslate my site. Since there are two different plugins (WPML Multilingual and WPML Multilingulat for BP and BB) – which one do I have to install? Where are the differences in functionality?
Thanks for your help!
Kind regards,
Friedman
Hello
WPML Multilingual for BP and BB is an “add-on” plugin so that the WPML CMS core set (including String Tranlsations) will work with BuddyPress and BuddyBoss.
You can read this here: https://es.wordpress.org/plugins/buddypress-multilingual/
As it states, WPML CMS is a prerequisite for a BuddyBoss and/or BuddyPress installation.
I hope this answers your question.
Trying to renew our service but need to purchase using a UK credit card – the zip code field during payment doesn’t allow for letters which is required for a UK zip.
Hello
Please write to our billing team using this form: https://wpml.org/home/contact-us/contact-form/
They will be able to advise you on what to do.
Thank you.
Dear support,
my account doesn’t work. Can you help me?
Thanks
Best Regards
Hello
The following link will connect you with our Account team who can see what might be the issue:
https://wpml.org/home/contact-us/contact-form/
For the record, I can see that your account is active with us and uses the wpml.org email of:.@gmail.com
Have you tried logging in with that address? The email address you are using now does not show any linked account with us.
Kind regards
Hi there,
I am experiencing an issue logging into my account. After your recent update, the login method has changed from using a User ID to an Email address. Since my colleague who previously managed this account has resigned, I only have access to the User ID and password. However, with your recent update requiring an email address, I am unable to log in.
Could you please help me regain access to my account? My subscription is set to expire on December 11, 2025, and I need to renew it before that date.
Thank you for your assistance.
Hi Nelson,
please contact our account team here https://wpml.org/home/contact-us/contact-form/ and they’ll help you to sort your case.
You locked us out of our paid account. How can we regain access to our account when I cannot even log in to create a ticket and ask for help? Why did you change the log in system without any warning?
Hello,
please contact us from https://wpml.org/home/contact-us/contact-form/ and we’ll sort it out.
Previously, I used to log in to wpml.org with my user ID. Now, it is necessary to log in with our email. I tried replacing my user ID with my email, but it doesn’t work. I tried a password reset, but I did not receive an email. Please help me.
Hello
The email we have on file associated with your wpml.org account is:
If you need assistance to change this, please contact our Accounts team: https://wpml.org/home/contact-us/contact-form/
I hope this helps you
Hello WPML Support,
I hope you’re well.
After the recent WPML update, I can no longer log in using my username. The system now requires an email address, but I don’t remember which email I used when I first created the account.
My username is: deborao
Could you please help me to log in or provide guidance on how to regain access?
Thank you very much in advance for your assistance.
Kind regards,
Debora
Hello
The email we have is:@winklab.it
I hope this helps you. If you need to change this information or further assistance, please use this form: https://wpml.org/home/contact-us/contact-form/
Kind regards
Hi! I’m thinking of buying the Multilingual CMS version of your plugin, but I have a question: if in the future I decide I don’t wish to continue paying the yearly subscription, will the existing translations and settings dissapear or stop working on my site? Thanks in advance.
Hello,
WPML saves the translations in your database, so they’re yours to keep. However, if you stop renewing the subscription, you’ll loose access to Support and updates, which will potentially break your site. To learn more, please see https://wpml.org/purchase/wpml-renewal/
Hi,
I also lost access to my account like other customers after you changed you authorization flow.
I placed the request to help me with issue, but haven’t get any response.
Please help with the problem.
Hello,
please contact us from https://wpml.org/home/contact-us/contact-form/ and we’ll sort it out.
Hello WPML Support,
I hope you’re well.
After the recent WPML update, I can no longer log in using my username. The system now requires an email address, but I don’t remember which email I used when I first created the account.
My username is: andreyB-13
Could you please help me to log in or provide guidance on how to regain access?
Thank you very much in advance for your assistance.
Kind regards,
Hello,
please contact us from https://wpml.org/home/contact-us/contact-form/ and we’ll sort it out.
Hi Laura,
I have already contacted at least twice via the form: https://wpml.org/home/contact-us/contact-form/
But haven’t get any response.
Thank you
Please understand we’re getting many requests for account issues due to the changes in login procedure, so our reply time can be higher than usual. We’ve got your message and we’ll reply as soon as possible.
Hello WPML Support,
After the recent WPML update, I can no longer log in using my username. The system now requires an email address, but I don’t remember which email I used when I first created the account. I tried with 3 emails – but no one received a forgotten password.
My username is: kalinV
Could you please help me to log in or provide guidance on how to regain access?
Thank you very much in advance for your assistance.
Hello,
please use this form to contact the administration and we’ll sort it out.
Please understand that due to the high volume of requests, our reply time is higher than usual.
I sent it at the morning – no answer yet 🙁
As I said, we’re having a high number of requests similar to yours due to the recent login changes. Please be sure we’ll reply to everyone, but it will take a while.
Hi,
I see your plans have a number of credits included. Is it possible to purchase extra credits? If so, what is the cost of this?
Hi Chris,
Yes, you can purchase credits packages or use the Pay-as-you-go option (cheaper). Please see here for more details.
I want to translate my website to the following local official languages:
IsiZulu –
Sesotho –
Afrikaans –
Are these supported by your plugin
Hello
Please find the list of supported languages both preconfigured and supported by the automatic translation engines we work with:
https://ate.wpml.org/mt_langs
Please remember that you can always install a new language if it is not pre-configured and translate your site manually.
More here: https://wpml.org/documentation/getting-started-guide/language-setup/editing-wpmls-languages-table/
However, for automatic/machine translation, we are limited by what the translation engines support.
I hope you find this useful.
Listen Laura,
Why is no one replying to my message? You locked us out of our account and closed my ticket because I could not reply. Just do your job already and sort it out. What is this log-in mess anyway? Everyone is having issues logging in.
Hello
We seem to be flooded with requests for help as many people do not recall the email with which they registered. To get you “unstuck”, do you still have access to a google email with a userid that is composed with the first letter of your name, a dot, and then your last name?
This is the email we have on file.
If you do not, then please write to customer care and I can try to help you further: customer-care@onthegosystems.com
Again, apologies for the mess!
I have renewed and paid my license from my purchasing department instead of the web payment site and mode. WPML is not recognizing thins payment and ask me type of “synchronization” activity… can you help me how to do it?
Hello
Please write to hello@wpml.org and include the invoice ID of their recent payment. Our billing department will hep you sort everything out. They’ve been informed that an email from you is on its way.
Thanks
Hello, before start the WPML, I hope to ask some question:)
Requested Feature: Multilingual CMS (WordPress)
1. We are planning to use a monthly billing system, and we were informed that the AI translation credit is 90,000.
In this case, does the credit consumption depend on the number of words included on each translated page, or is it based on the total number of words across the entire website?
2. How many languages can be used in total?
If we add more languages, does that mean additional translation credits will be consumed accordingly?
3. When the credits expire, will the system automatically charge for additional credits, or will the translation function stop until we purchase more?
Additionally, please refer to our website link and let us know if any specific data or details are required for the multilingual CMS setup. thanks for replay in ahead.
Your previous comment was awaiting moderation. I have just replied.
Olá, já tenho uma conta há mais de 5 anos. Porém, meu acesso ERA POR USUÁRIO, e vocês alteraram para acesso por EMAIL de um email da qual não tenho acesso. Não consigo abrir chamado, pois apenas usuários logados conseguem. Como recuperar o acesso? Pois estamos pagando corretamente.
Hello Fabiane,
We are sorry for this. Can you please contact us via hello@wpml.org and send us your username?
Thanks
Subject: Unable to access my WPML account – long-time customer
Hello,
I’m contacting you through the Pre-sales questions form because I’m currently unable to access my WPML account.
I’ve been a WPML customer for many years (well over 10 years), but at the moment I cannot log in to my account, even though I’m sure the credentials I’m using are correct.
I’ve tried using the “reset password” option, but I never receive the password recovery email with the instructions to reset it.
Unfortunately, accessing my account is required in order to open a support ticket, so I currently have no way to contact technical support directly.
Could you please help me restore access to my account, or forward my request to the appropriate team so they can assist me?
Thank you very much for your help.
Kind regards,
Enrico Maioni
e@guidedolomiti.com [Email address associated with the account]
Hi Enrico,
we’re investigating this and we’ll reply to your email directly