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40,617 Responses to “Pre-sales Questions”
Hello
Apparently our website manager wants to obtain the WPML plugin to facilitate upgrading all our PHP plugins to v8.3 on one of our sub-sites. Apparently you have NFP discounts and/or free renewals?
Please advise if this is accurate and/or if we qualify.
Hi, I had an account previously you had the login with username only but now there is email – the email I bought the license is not existing anymore. How do I get my account now back? Please contact me and I will send you the login details I have in private.
My problem is I don’t know which email was used when I bought it 10 y ago. I have the username, the password but now your login page doesn’t allow to log in just with username and password. How I have to act then?
Hello,
I’m using WPML to translate my website and I’m very satisfied with it. However, I would like to add different illustrations for each language.
At the moment, when I upload one image for the French version and another for the English version, the first image (the French one) still appears on the English page.
Is it possible to display a different illustration depending on the language, without interfering with the translated page or its structure?
If so, what is the best way to achieve this?
Thank you in advance for your help.
Kind regards,
Carole
Hello Frank,
Please double chack that your VAT number is well-typed. There may also be a temporary error with DE VAT numbers. Please wait for a while before trying again. If the issue persists please contact us on hello@wpml.org.
What happens if you change translation engines after auto-translating some of the content on a site? For example if you start out with PTC and then switch to DeepL and then go back and re-translate the PTC-translated posts, would the credits start over?
Short answer: The translation memory created when your content is translated is independent of the translation engine used.
Once content has been translated (consuming credits), it will not be translated again until a change is made to the original content. At that moment, the changed content will be sent again to the translation engine that is configured at that monent.
Only the changed segment will be retranslated deducting credits from the available credit balance.
Hi i bought wpml some time ago and added a new language when im logged in on my website i shows everything but from incognito or non-logged in user it doesnt show new language how can i fix it ?
Due to a recent change in the login functionality, the system now requires login using an email address instead of a username. Previously, we were able to log in using a username.
At this moment, we only have the username and password details. Unfortunately, we do not have a record of the email address that was used for this account.
Could you please guide us on how to recover the associated email address, or advise on the next steps to regain access to the account?
Thank you for your support. We look forward to your guidance.
Our team is hardcore WPML users! We manage 4 websites using WPML, and we translate up to 7 languages on each site. The request for 2026 is to upgrade to your PTC-AI translation system so we can add even more languages. It’s a little daunting. Can you provide an estimated cost to upgrade? And do you have any specific video tutorials or training that would benefit our team? Many thanks. Michael
As this is a very general question, I have sent you an email to reply. Please check the inbox for the email you used to post this question.
Kind regards
I have run a small test with the plugin, but I have a few questions:
1- Where are the translated languages saved? When using auto-translate to translate from Italian to English, where are the translated strings stored – is it on our server or on the WPML server?
2- How much credit has been spent? I can only see the remaining credits, but how can I check the total amount spent on specifi website?
Please note that. you are contacting PreSales and these questions are better answered via our Support Forum. Please ask your further questions there.
How our support forum works:
Log into your WPML account.
Go to the Support Forum (Main Navigation > Ask a Support Question).
Click Report a New Issue.
Select I need help using WPML.
Fill out the form.
To answer your questions:
1- Where are the translated languages saved? When using auto-translate to translate from Italian to English, where are the translated strings stored – is it on our server or on the WPML server?
Your translations are stored both on our server and on your server. You will always have the translations on your site at all times saved as translated post-types and content. We keeep translations on our site in Translation Memory so that you do not retranslate content unnecessarily.
2- How much credit has been spent? I can only see the remaining credits, but how can I check the total amount spent on specifi website?
To see your WPML credit usage, go to WPML > Translation Management > Tools > Automatic Translation Usage Reports, where you can generate detailed reports for specific months, showing credits used per page/job, including types like posts, pages, and strings, with details in your WPML.org account for billing history.
I have checked the domain that is assoicated with the email address you used to post this question and can confirm that we do not have any active subscription data for this domain.
If you are referring to another domain, please send that domain and I can check to see if there is an active subscription against it.
The chatbot is intended to gather all the information that will eventually be required by a human supporter should no solution be quickly found for your problem. Rest assured that going through the bot is actually the fastest way to get human support.
The short answer to your question is that there is no way to bypass the chatbot, this is intentional, and it is not intended to replace a human supporter but to make getting the right support to you faster and more accurate.
1) At my organization we have an internal translation team. How can our internal translation team work with WPML with our own tools (Trados Studio, translation memories, etc.). I see that there is a way to select an external translation service, but what about if it is an internal team. We would like to be able to use our vast translation memory without having to copy and paste. In short, can we export pages in xliff format to use in our tool?
2) My organization did buy WPML about 3 years ago, but we have not used it. Would we need to do an upgrade of any kind?
2. My organization did buy WPML about 3 years ago, but we have not used it. Would we need to do an upgrade of any kind?
For WPML to work with the latest versions of WordPress and other major plugins, you would most likely need the latest version of our plugin installed. To get the latest version, you would need to renew your WPML subscription. With a new subscription you have acess to online support that can also assist you if you have trouble with the XLIFF interface.
My problem is I don’t know which email was used when I bought it 10 y ago. I have the username (pieter-janP), the password but now your login page doesn’t allow to log in without email address.
I’ve sent you the email that we have registered with the domain that is assoicated with the email that you used to create this message.
The same password should work.
Hi
i want to purchase this plugin so just wanted to know its one time cost future if not renew then just its updates we will not get but plugin will work as normal right there will not be any problem?
also please let me know if any offer is going on
if you don’t renew you’ll lose the updates and support, with the risk to break up your site if there are any issues with future WordPress versions.
We don’t have any offers at the moment.
until recently (less than a year ago) we were able to log in to our WPML account without any issues.
We have noticed that the login process now requires an email address instead of a username.
Unfortunately, we do not remember which email address is associated with our account, which prevents us from logging in or using the password recovery option.
We can provide all necessary information to verify ownership of the account, including:
– the original username,
– an example website where the license is currently active,
– and a partial site key visible in the WordPress admin panel.
Because this is a public forum, we prefer not to share these details here.
Could a WPML team member please contact us privately or convert this topic into a private ticket so we can provide the required information securely?
I’m Rugman from Hexnode. We’re looking into WPML as a translation solution for our WordPress blogs.
We’d love to move forward, but we have a policy of testing tools internally before committing to an annual plan. Since you don’t have a standard free trial listed, could you provide us with a temporary license or a sandbox environment to run a few tests?
As a security-focused company, we require our vendors to meet specific data safety standards. Does your team have an ISO 27001 certification or a SOC 2 attestation report available for review?
at this moment we don’t have ISO 27001 certification nor SOC 2 attestation for WPML, as we found the large majority of our clients do not require it.
WPML policy is to provide a 30-day no question answer refund instead of providing free trials, also due to the credits for automatic translation that come attached to the subscription. You can try to write to hello@wpml.org and expose your case but I can’t guarantee we can accomodate your request.
I am preparing to renew my WPML Multilingual CMS subscription. However, when proceeding with the renewal, the price is displayed and processed in Euros (€).
Previously, I have always paid for this subscription in US Dollars (USD).
Could you please advise on how I can ensure that my renewal is charged in US Dollars (USD) rather than Euros (€)? This is necessary because my company’s payment policies only permit expenses in USD.
Your previous renewals were in $ because when you bought WPML we still used $. We switched to € in 2023 but we kept $ renewals for older clients. I see the account actually expired in September, so you’re not renewing the subscription but buying a new one. New subscriptions are only processed in €, so I’m afraid we can’t help with that.
I attempted to renew the product as per your instructions; however, I only found “Purchase” buttons displaying prices in euros. Could you kindly guide me on how to renew our product in USD?
As I said, you cannot renew the product. Your subscription expired in September and it cannot be recovered. You need to buy a new subscription, and new subscriptions are only processed in EUR.
Hello
Apparently our website manager wants to obtain the WPML plugin to facilitate upgrading all our PHP plugins to v8.3 on one of our sub-sites. Apparently you have NFP discounts and/or free renewals?
Please advise if this is accurate and/or if we qualify.
Thanks,
Bob
Hi Bob,
Unfortunately we don’t have any type of discounts or free renewals for NFP.
Hi, I had an account previously you had the login with username only but now there is email – the email I bought the license is not existing anymore. How do I get my account now back? Please contact me and I will send you the login details I have in private.
Hi,
If you have the password, you should still be able to log in with the old email, and then you can change it to another one.
Hello there,
I want to purschase this package Multilingual CMS, for my 2 website: auto-COC.eu and COC-auto.eu, can you help me with a voucher code?
Thank you for support and time.
Hi,
Unfortunately we don’t have any discount codes.
Hi,
My problem is I don’t know which email was used when I bought it 10 y ago. I have the username, the password but now your login page doesn’t allow to log in just with username and password. How I have to act then?
I sent you an email to the address you’re writing from.
Hello,
How many diferent sites can i translate automaticly with the license Multilingual Blog?
Do i have to renew the license every year?
Thanks.
Pedro
Hi Pedro,
the Multilingual Blog account does not include automatic translation. You need to purchase at least Multilingual CMS that allows up to 3 sites.
If you don’t renew your account the plugin will still work but you’ll lose important updates and support.
Hello,
I’m using WPML to translate my website and I’m very satisfied with it. However, I would like to add different illustrations for each language.
At the moment, when I upload one image for the French version and another for the English version, the first image (the French one) still appears on the English page.
Is it possible to display a different illustration depending on the language, without interfering with the translated page or its structure?
If so, what is the best way to achieve this?
Thank you in advance for your help.
Kind regards,
Carole
Hi Carole,
you should use WPML Media Translation for this purpose. If you have further questions, you’re welcome to open a Support ticket.
Dear support-team, when I want to finish my order the German VAT ID is not accepted. How can I solve that?
Thanks in advance, Frank
Hello Frank,
Please double chack that your VAT number is well-typed. There may also be a temporary error with DE VAT numbers. Please wait for a while before trying again. If the issue persists please contact us on hello@wpml.org.
Thanks
What happens if you change translation engines after auto-translating some of the content on a site? For example if you start out with PTC and then switch to DeepL and then go back and re-translate the PTC-translated posts, would the credits start over?
Hello
Short answer: The translation memory created when your content is translated is independent of the translation engine used.
Once content has been translated (consuming credits), it will not be translated again until a change is made to the original content. At that moment, the changed content will be sent again to the translation engine that is configured at that monent.
Only the changed segment will be retranslated deducting credits from the available credit balance.
Here is more information on translation memory here: https://wpml.org/documentation/translating-your-contents/how-wpml-keeps-track-of-your-translations/
I hope this information answers your question.
Hi i bought wpml some time ago and added a new language when im logged in on my website i shows everything but from incognito or non-logged in user it doesnt show new language how can i fix it ?
Hello
As a Pre-Sales channel, this is not really the right place to ask technical support questions.
Nevertheless, please make sure that your translations are in status of “published”. If that doesn’t work, please open a ticket on the support forum.
How our support forum works:
Thank you,
Hi Support Team,
Due to a recent change in the login functionality, the system now requires login using an email address instead of a username. Previously, we were able to log in using a username.
At this moment, we only have the username and password details. Unfortunately, we do not have a record of the email address that was used for this account.
Could you please guide us on how to recover the associated email address, or advise on the next steps to regain access to the account?
Thank you for your support. We look forward to your guidance.
Hello
I’ve emailed the account details that we have on file for the registered website associated with your email domain.
I hope this helps you.
Our team is hardcore WPML users! We manage 4 websites using WPML, and we translate up to 7 languages on each site. The request for 2026 is to upgrade to your PTC-AI translation system so we can add even more languages. It’s a little daunting. Can you provide an estimated cost to upgrade? And do you have any specific video tutorials or training that would benefit our team? Many thanks. Michael
Hello Michael,
As this is a very general question, I have sent you an email to reply. Please check the inbox for the email you used to post this question.
Kind regards
Greetings,
I have run a small test with the plugin, but I have a few questions:
1- Where are the translated languages saved? When using auto-translate to translate from Italian to English, where are the translated strings stored – is it on our server or on the WPML server?
2- How much credit has been spent? I can only see the remaining credits, but how can I check the total amount spent on specifi website?
Sincerely,
Mohammed
Hello,
Please note that. you are contacting PreSales and these questions are better answered via our Support Forum. Please ask your further questions there.
How our support forum works:
To answer your questions:
Your translations are stored both on our server and on your server. You will always have the translations on your site at all times saved as translated post-types and content. We keeep translations on our site in Translation Memory so that you do not retranslate content unnecessarily.
Here is more on Transaltion Memory: https://wpml.org/documentation/translating-your-contents/how-wpml-keeps-track-of-your-translations/
To see your WPML credit usage, go to WPML > Translation Management > Tools > Automatic Translation Usage Reports, where you can generate detailed reports for specific months, showing credits used per page/job, including types like posts, pages, and strings, with details in your WPML.org account for billing history.
Kind regards
Hello,
I have just taken over a website that is using some WPML plugins. The owner and old developer cannot locate the licence.
Can you confirm if there is a licence on the domain for me and which email address is associated to it?
Thank you.
Hello
I have checked the domain that is assoicated with the email address you used to post this question and can confirm that we do not have any active subscription data for this domain.
If you are referring to another domain, please send that domain and I can check to see if there is an active subscription against it.
Kind regards
How do I log a support ticket and bypass the AI chatbot so that it can be looked at by a person?
Hello
The chatbot is intended to gather all the information that will eventually be required by a human supporter should no solution be quickly found for your problem. Rest assured that going through the bot is actually the fastest way to get human support.
The short answer to your question is that there is no way to bypass the chatbot, this is intentional, and it is not intended to replace a human supporter but to make getting the right support to you faster and more accurate.
Kind regards
Hello,
I have 2 questions.
1) At my organization we have an internal translation team. How can our internal translation team work with WPML with our own tools (Trados Studio, translation memories, etc.). I see that there is a way to select an external translation service, but what about if it is an internal team. We would like to be able to use our vast translation memory without having to copy and paste. In short, can we export pages in xliff format to use in our tool?
2) My organization did buy WPML about 3 years ago, but we have not used it. Would we need to do an upgrade of any kind?
Hello
Yes! Here is more information about our XLIFF interface: https://wpml.org/documentation/translating-your-contents/using-desktop-cat-tools/configuring-xliff-file-options/
For WPML to work with the latest versions of WordPress and other major plugins, you would most likely need the latest version of our plugin installed. To get the latest version, you would need to renew your WPML subscription. With a new subscription you have acess to online support that can also assist you if you have trouble with the XLIFF interface.
Kind regards
Why is my lifetime account expired ?
my username is kevinG-3.
thanks.
Hello
That’s strange! Please write to our accounts team at this email so that they can help you: hello@wpml.org
They should be able to sort you out. There’s not much I can do from PreSales.
Kind regards
Hi,
My problem is I don’t know which email was used when I bought it 10 y ago. I have the username (pieter-janP), the password but now your login page doesn’t allow to log in without email address.
Hello
I’ve sent you the email that we have registered with the domain that is assoicated with the email that you used to create this message.
The same password should work.
Kind regards
Hi
i want to purchase this plugin so just wanted to know its one time cost future if not renew then just its updates we will not get but plugin will work as normal right there will not be any problem?
also please let me know if any offer is going on
Hi,
if you don’t renew you’ll lose the updates and support, with the risk to break up your site if there are any issues with future WordPress versions.
We don’t have any offers at the moment.
Hello,
until recently (less than a year ago) we were able to log in to our WPML account without any issues.
We have noticed that the login process now requires an email address instead of a username.
Unfortunately, we do not remember which email address is associated with our account, which prevents us from logging in or using the password recovery option.
We can provide all necessary information to verify ownership of the account, including:
– the original username,
– an example website where the license is currently active,
– and a partial site key visible in the WordPress admin panel.
Because this is a public forum, we prefer not to share these details here.
Could a WPML team member please contact us privately or convert this topic into a private ticket so we can provide the required information securely?
Thank you very much for your help.
Hi,
I wrote you to the address you used here
Hey Team,
I’m Rugman from Hexnode. We’re looking into WPML as a translation solution for our WordPress blogs.
We’d love to move forward, but we have a policy of testing tools internally before committing to an annual plan. Since you don’t have a standard free trial listed, could you provide us with a temporary license or a sandbox environment to run a few tests?
As a security-focused company, we require our vendors to meet specific data safety standards. Does your team have an ISO 27001 certification or a SOC 2 attestation report available for review?
I’d appreciate any help you can provide!
Best,
Rugman
Hi Rugman,
at this moment we don’t have ISO 27001 certification nor SOC 2 attestation for WPML, as we found the large majority of our clients do not require it.
WPML policy is to provide a 30-day no question answer refund instead of providing free trials, also due to the credits for automatic translation that come attached to the subscription. You can try to write to hello@wpml.org and expose your case but I can’t guarantee we can accomodate your request.
I cannot access my WPML account anymore after the login system was changed to email-based login.
I don’t remember which email address was used.
The site is already registered and working.
I need help recovering the account or changing the account email.
USERNAME: KellyM
What can i do, i had a lifetime subscription?
Hi,
I’m sending you an email to the address you wrote from with the correct email
Hi,
I’m Eranda behalf of CBC Finance,
I am preparing to renew my WPML Multilingual CMS subscription. However, when proceeding with the renewal, the price is displayed and processed in Euros (€).
Previously, I have always paid for this subscription in US Dollars (USD).
Could you please advise on how I can ensure that my renewal is charged in US Dollars (USD) rather than Euros (€)? This is necessary because my company’s payment policies only permit expenses in USD.
Hello,
Your previous renewals were in $ because when you bought WPML we still used $. We switched to € in 2023 but we kept $ renewals for older clients. I see the account actually expired in September, so you’re not renewing the subscription but buying a new one. New subscriptions are only processed in €, so I’m afraid we can’t help with that.
i purchase the seconed plan but there is nothing sent to my email and i cant found nothing in my account !!!
i recently purchase Multilingual CMS for my website https://elsaeedpharmacyeg.com/
but i didn’t recieve the mail with credentials i am afraid that i wrote the wrong email
elsaeedpharmacy@gmail.com instead of elsaeedpharmacy8@gmail.com i forgot to write number 8 in my email
Hello,
I can see a WPML purchase for elsaeedpharmacy@gmail.com and we sent emails to this address. I don’t see any purchase for elsaeedpharmacy8@gmail.com. Please write to hello@wpml.org to sort this out
Hi Laura,
I attempted to renew the product as per your instructions; however, I only found “Purchase” buttons displaying prices in euros. Could you kindly guide me on how to renew our product in USD?
As I said, you cannot renew the product. Your subscription expired in September and it cannot be recovered. You need to buy a new subscription, and new subscriptions are only processed in EUR.