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40,561 Responses to “Pre-sales Questions”
I bought WPML but I didn’t have an account. I received the invoice but I couldn’t download it. I just created an account but the download link doesn’t work. Please help.
That is strange. Did you use register with the same email you used to buy the plugin? I can see that you opened an account but it doesn’t seem like an active account is associated with the email you used to post this message.
Please write to our accounts department using this address: hello@wpml.org
I cannot help you from PreSales but I can see that there is an account opened with your email address that is not active. This is a strange situation. Please write to our accounts department at this email address: hello@wpml.org.
They should be able to help sort you out.
I’m sorry for the inconvenience.
1. Log in to your Account.
2. Select “Modify your renewal options”. (Top banner)
3. Look beneath the Credit card box in the section “Payment method”
4. Select text “Cancel automatic renewal”
5. Answer the prompts to fill in the Cancellation Form.
I just bought a license. However, I’m running my site on wordpress.com (hosted). All is going fine, until I need to “activate” the plugin. Then it results in a “fatal error”. I’m running a “premium” account. ChatGPT tells me (now) that this isn’t compatible with your plugin.
Hi,
Does it necessarily have to work with WooCommerce?
My website is simple, but it has a lot of pages, and I need to translate them into 4 languages.
thanks
Does it necessarily have to work with WooCommerce?
No, WooCommerce is not required for WPML to work. WPML is an independent plugin. If you are considering using Automatic Tranlsation or if your site uses page-builders, you will need to purchase the WPML CMS level subscription.
My website is simple, but it has a lot of pages, and I need to translate them into 4 languages.
Hello Ahmad,
Unfortunately, we don’t offer discounts. However, you can always buy a WPML license and try it during the first 30 refundable days.
Regards
Hi,
I tried to purchase the WPML plugin; however, when I select India as the country, I receive an error message stating: “The merchant isn’t able to accept PayPal payments at this time. Please try again later or return to the merchant and choose another way to pay.”
Hi!
If you’re buying from India, I am afraid the onnly accepted payment method is PayPal. To make it work, please open the account on PayPal site first and then you will be able to use it during the checkout process.
Hi!
Are you getting any error messages? The error may be triggered if you’re adding a VAT number in the VAT number field.
Can you please try without adding it to the field? If you need it, you can try adding it along the company details.
Let me know if this works. If it doesn’t, please drop us a line on hello@wpml.org.
Hi Haviv,
Can you please send us your registered email address or username to hello@wpml.org?
I didn’t find any account registered with this email address you used to contact us here.
We have a WPML account and need to renew our plugin. Normally, we log in using our username and password, but now the login page is asking us to enter an email instead of a username. Unfortunately, we don’t know which email is associated with the account.
Hi, my client is looking for a one-time paid solution for his translations on a website that will not be getting much updates after launch. It’s just informative. But we need the AI translation feature. Can I purchase the Multilingual CMS ($99) plan for this, without having to adhere to a subscription? Obviously, if there’s any updates needed after a year, we would purchase if accordingly.
Hello Jp,
You’re welcome to purchase a CMS subscription and then cancel renewals.
You will not receive updates or technical support from us after your subscriotion expires but you can keep WPML files as they are installed on your site.
More info here https://wpml.org/purchase/wpml-renewal/
Hi, I have a rather unusual question and use of WPML. We have a lot of articles on our website in English. The website’s dafault language is English. However the articles are origionally writte in German and then externally translated. I would like to internalize that process (with WPML and Deepl), but remain the default language (English), and use German only internally. German will not be displayed in the Front End. I might also translate into other languages, but the principle remains. I want the original text in the back end, and from there translate into other languages, without displaying the German text. According to my researches and my undserstanding of how WPML works that should be possible, but I would like to have a confirmation in that, before purchase. Thanks for the help. I really hope to simplyfy the whole translation process.
Kind regards,
Friedman
Yes, this is possible with WPML. WPML allows you to translate content from a non-primary language into the primary language (in your case, from German to English) and hide the non-primary language from being displayed on the front end. Below is an example explaining how to set this up.
Setup
When installing WPML, configure it as follows:
1. Select English as your primary language.
2. Add German as your secondary language (you can add other languages during the setup or later).
3. After completing the setup wizard, go to WPML → Languages.
4. Scroll down to the Hide languages section.
5. Check German to hide it and save your changes.
6. In the WordPress admin bar, use the language switcher and click the German flag to switch the backend to German.
7. Go to Posts and add your article in German (make sure the backend language switcher is still set to German), then save your changes.
Once the article has been added in the non-English language, you can translate it automatically into English.
Translation options
You have two options for translating content:
a) Bulk translation (multiple articles at once)
b) Individual translation (one article at a time)
Option a: Bulk translation
1. Go to WPML → Translation Dashboard.
2. Make sure the backend language switcher is still set to German.
3. Ensure Source language is set to German and Translate to is set to English.
4. Select the posts you want to translate and choose Translate automatically.
5. You may select Publish without review. You can always edit the translated content later.
Option b: Individual translation
1. Go to the list of your posts (backend)
2. Make sure the backend language switcher is still set to German.
3. Click the plus (+) icon under the English flag for the post.
4. The post will open in the translation editor and will be translated automatically.
Translation credits
When registering your site, please make sure that translation credits are added to it. You can add additional credits later by visiting your WPML account and locating your site’s URL.
In case of questions, please use our support forum to get further assistance.
If I purchase this, is the license perpetual or subscription-based? One year of support is included—if I choose not to renew, can I continue using it without updates?”
I want to translate my website into 9 languages: Spanish, Russian, Arabic, Portuguese, Japanese, Korean, Indonesian, Vietnamese, Thai. How much will it cost?
Hello,
We’ve purchased twice from you before but they have now expired.
We’re trying to purchase a new subscription again but we get this error at the checkout page “The country is not supported.”
We are located in Taiwan but even if I change the country, the error doesn’t disappear.
Please help, thanks!
This is my competitor’s page. This website is quite interesting. Note that its multilingual system only supports three languages: English, Arabic, and French. But look at the “/en-ae/” in this URL. This is very interesting. This website’s multilingual system works in conjunction with the filters on its product collection pages to create countless pages like “/en-ae/”. Although these pages aren’t actual pages on the website, but rather URLs generated by the filters after selecting options, Google still considers them useful pages and can generate traffic.
Then, the country-specific filters on this website provide the remaining content in the URL:
-ae/construction/wheel-loaders.
Therefore, the combination of this website’s multilingual system and the country-specific filters produces a very useful URL SEO effect: “/en-ae/”. I also want my website’s product collection pages to achieve a similar URL effect to my competitor’s.
Which filter plugin can I combine with a WPML multilingual system to produce a similar URL setting as my competitor’s?
Of course, you can also carefully examine the relationship between the “/en-ae/” characters in my competitors’ URLs and the multilingual system and filter functions. Then tell me the truth. Thank you.
By the way, I’m planning to buy a WPML plugin, so please carefully analyze the questions I raised above.
Hello there,
In the following link you can find all the different compatible plugins with WPML: https://wpml.org/plugin-functionality/search/
However, any of them has such a future as far as I know. I’m also not sure how beneficial it can be for SEO as the hreflang tags are not modified and keeps pointing to the original language.
Anyway, you are welcome to buy WPML and discover during the 30 days refund period if it is the right tool for your proyect.
– We are currently facing an issue with the menu behavior on a multilingual website using WPML, and we would appreciate your guidance.
– Issue Description
– The main menu works correctly on the English version, but in the French (FR) and Dutch (NL) versions:
– The menu does not appear properly by default
– On desktop, we were able to correct this temporarily using custom JavaScript
– However, on mobile / responsive view, the menu still does not behave correctly
– The language dropdown either does not appear or does not function as expected
– What We Observed
– The same menu is assigned to all languages
– Menu structure is identical across EN, FR, and NL
– No JavaScript errors appear in the console
– The issue occurs only in FR and NL
– Elementor is being used for the header and mobile menu
– It seems the menu is being loaded or rendered differently for secondary languages
– What We Are Trying to Achieve
– A consistent menu structure across all languages
– Proper display of the language switcher in both desktop and mobile
– Avoid relying on heavy JavaScript workarounds if there is a native WPML-supported solution
– Our Question
– Could you please advise:
– Why the menu behaves differently in FR and NL compared to English?
– Whether WPML loads or modifies menus differently for secondary languages?
– If there is a recommended way to handle language switchers in Elementor-based menus?
– If this is a known compatibility issue with Elementor + WPML?
We want to make sure we are implementing this correctly and in line with WPML best practices.
Thank you very much for your support.
We look forward to your guidance.
It looks like your question was posted in the wrong section. To receive proper assistance with technical issues, please open a ticket in our support forum. Note that submitting a support ticket requires an active WPML subscription.
I checked the email address you used, and there is no WPML account associated with it. I also reviewed your website and noticed that it is running a very old version of WPML.
Hi,
I have an account and a license but I can no longer login.
My username is not an email and for this reason I can not login. The form ask me for an email as username.
Please help, it is urgent!!
Thanks
I’m having trouble accessing my WPML account(user: info@liveskolawp.rs). I can’t log in, and when I try to reset my password, I don’t receive the reset email. I’ve checked my inbox and spam folder, but nothing arrives.
Could you please check what’s going on with my account and help me restore access?
Hi, I have to close the account of the company Totem S.r.l.. 2 of theses licenses should remain active for the websites of 2 new companies. I was thinking about this procedure: 1) we open the accounts of the new companies 2) we change the license on the two sites 3) we do not renew the Totem S.r.l. account. By doing so, will the service be unaltered?
THANKS.
Hello Fabio,
In this case, you also have the option of transferring the renewal link to these 2 website companies. By doing so, they will have a new account created to receive updates and support for their registered sites exclusively. https://wpml.org/purchase/transferring-account-renewals-to-your-clients/
Note that they will not be able to register any other urls after the transfer is made. If they need to register more sites they will have to purchase a CMS subscription directly from our Purchase page.
After this, you can cancel the Totem S.r.l. account.
If you have any further questions please drop us a line directly on hello@wpml.org.
I bought WPML but I didn’t have an account. I received the invoice but I couldn’t download it. I just created an account but the download link doesn’t work. Please help.
Hello
That is strange. Did you use register with the same email you used to buy the plugin? I can see that you opened an account but it doesn’t seem like an active account is associated with the email you used to post this message.
Please write to our accounts department using this address: hello@wpml.org
They should be able to help you.
Kind regards
I purchased WPML from your official website, but I did not receive the login credentials email.
Email used for purchase: emamepicmh@gmail.com
Payment : was through my Credit card
Please help me access my account or resend the login details it’s very high priority
Hello
I cannot help you from PreSales but I can see that there is an account opened with your email address that is not active. This is a strange situation. Please write to our accounts department at this email address: hello@wpml.org.
They should be able to help sort you out.
I’m sorry for the inconvenience.
Kind regards
Hi,
I already have WPML account, but I can’t renew it because it wrote that “Israel” not supported country, why?
Haviv.
Hello
We have a number of clients in Israel – can you please explain what message you are receiving and at what point that it is appearing?
Thank you
I want to cancel my subscription. How can I do that?
Hello
How to Cancel a Subscription
1. Log in to your Account.
2. Select “Modify your renewal options”. (Top banner)
3. Look beneath the Credit card box in the section “Payment method”
4. Select text “Cancel automatic renewal”
5. Answer the prompts to fill in the Cancellation Form.
That’s it!
Kind regards
Hi there,
I just bought a license. However, I’m running my site on wordpress.com (hosted). All is going fine, until I need to “activate” the plugin. Then it results in a “fatal error”. I’m running a “premium” account. ChatGPT tells me (now) that this isn’t compatible with your plugin.
Is that correct?
Hello
WPML can only be installed on a wordpress.com “Business or Commerce” plan. It will not work on on Free, Personal or Premium plans.
Kind regards
Hi,
Does it necessarily have to work with WooCommerce?
My website is simple, but it has a lot of pages, and I need to translate them into 4 languages.
thanks
Hello
No, WooCommerce is not required for WPML to work. WPML is an independent plugin. If you are considering using Automatic Tranlsation or if your site uses page-builders, you will need to purchase the WPML CMS level subscription.
If you are considering using automatic translation, you can estimate the translation credits you will need to purchase here: https://wpml.org/documentation/automatic-translation/automatic-translation-pricing/#estimate-your-translation-cost
Please note that this translation cost is in addition to the subscription cost for the WPML CMS license.
Kind regards
Hi Yvette.
Thanks for reaching out to me that fast. How can I refund my license then? (i’ve bought it yesterday).
Also, it would make sense to highlight this requirement at your website?
Thanks in advance,
Leonard
Hello
I agree with you and have opened a documentation request for this to be done.
You can use this link to request the refund: https://wpml.org/purchase/refunds/
Kind regards.
HI, how can I pay for WPML, as I was previously without PayPal and a credit card? Very frustrated, my payment is NOT going through, please help!
Hello!
We only accept PayPal and credit/debit card payments. If you have tried this and it didn’t work, please contact us on hello@wpml.org
I need discount
Hello Ahmad,
Unfortunately, we don’t offer discounts. However, you can always buy a WPML license and try it during the first 30 refundable days.
Regards
Hi,
I tried to purchase the WPML plugin; however, when I select India as the country, I receive an error message stating: “The merchant isn’t able to accept PayPal payments at this time. Please try again later or return to the merchant and choose another way to pay.”
Hi!
If you’re buying from India, I am afraid the onnly accepted payment method is PayPal. To make it work, please open the account on PayPal site first and then you will be able to use it during the checkout process.
Kind regards
Hello I can not order when I select Türkiye for billing deatils
Hi!
Are you getting any error messages? The error may be triggered if you’re adding a VAT number in the VAT number field.
Can you please try without adding it to the field? If you need it, you can try adding it along the company details.
Let me know if this works. If it doesn’t, please drop us a line on hello@wpml.org.
Thanks
Hi,
I already have WPML account, but I can’t renew it because it wrote that “Israel” not supported country, why?
https://prnt.sc/cEpT6MJ_Jq2d
And I also can’t open ticket because I’m not paying customer.
Haviv.
Hi Haviv,
Can you please send us your registered email address or username to hello@wpml.org?
I didn’t find any account registered with this email address you used to contact us here.
Many thanks
Hello,
We have a WPML account and need to renew our plugin. Normally, we log in using our username and password, but now the login page is asking us to enter an email instead of a username. Unfortunately, we don’t know which email is associated with the account.
Could you please help us access our account?
Thank you very much.
Hello Claus,
Yes, can you please send us your username to hello@wpml.org? We will let you know what email address is registered with us.
Thanks!
Hi, my client is looking for a one-time paid solution for his translations on a website that will not be getting much updates after launch. It’s just informative. But we need the AI translation feature. Can I purchase the Multilingual CMS ($99) plan for this, without having to adhere to a subscription? Obviously, if there’s any updates needed after a year, we would purchase if accordingly.
Regards,
Hello Jp,
You’re welcome to purchase a CMS subscription and then cancel renewals.
You will not receive updates or technical support from us after your subscriotion expires but you can keep WPML files as they are installed on your site.
More info here https://wpml.org/purchase/wpml-renewal/
Hi, I have a rather unusual question and use of WPML. We have a lot of articles on our website in English. The website’s dafault language is English. However the articles are origionally writte in German and then externally translated. I would like to internalize that process (with WPML and Deepl), but remain the default language (English), and use German only internally. German will not be displayed in the Front End. I might also translate into other languages, but the principle remains. I want the original text in the back end, and from there translate into other languages, without displaying the German text. According to my researches and my undserstanding of how WPML works that should be possible, but I would like to have a confirmation in that, before purchase. Thanks for the help. I really hope to simplyfy the whole translation process.
Kind regards,
Friedman
Hello,
Thank you for your interest in WPML.
Yes, this is possible with WPML. WPML allows you to translate content from a non-primary language into the primary language (in your case, from German to English) and hide the non-primary language from being displayed on the front end. Below is an example explaining how to set this up.
Setup
When installing WPML, configure it as follows:
1. Select English as your primary language.
2. Add German as your secondary language (you can add other languages during the setup or later).
3. After completing the setup wizard, go to WPML → Languages.
4. Scroll down to the Hide languages section.
5. Check German to hide it and save your changes.
6. In the WordPress admin bar, use the language switcher and click the German flag to switch the backend to German.
7. Go to Posts and add your article in German (make sure the backend language switcher is still set to German), then save your changes.
Once the article has been added in the non-English language, you can translate it automatically into English.
Translation options
You have two options for translating content:
a) Bulk translation (multiple articles at once)
b) Individual translation (one article at a time)
Option a: Bulk translation
1. Go to WPML → Translation Dashboard.
2. Make sure the backend language switcher is still set to German.
3. Ensure Source language is set to German and Translate to is set to English.
4. Select the posts you want to translate and choose Translate automatically.
5. You may select Publish without review. You can always edit the translated content later.
Option b: Individual translation
1. Go to the list of your posts (backend)
2. Make sure the backend language switcher is still set to German.
3. Click the plus (+) icon under the English flag for the post.
4. The post will open in the translation editor and will be translated automatically.
Translation credits
When registering your site, please make sure that translation credits are added to it. You can add additional credits later by visiting your WPML account and locating your site’s URL.
In case of questions, please use our support forum to get further assistance.
If I purchase this, is the license perpetual or subscription-based? One year of support is included—if I choose not to renew, can I continue using it without updates?”
Hello Suleyman,
Sure, you can continue using WPML. However, some features may get out dated and no longer working as expected.
Regards,
Andrés
I want to translate my website into 9 languages: Spanish, Russian, Arabic, Portuguese, Japanese, Korean, Indonesian, Vietnamese, Thai. How much will it cost?
Hello there,
It would depend on the number of words that you need to translate. You can use the following calculator for having a better estimation.
https://wpml.org/documentation/automatic-translation/automatic-translation-pricing/
Regards
Hello,
We’ve purchased twice from you before but they have now expired.
We’re trying to purchase a new subscription again but we get this error at the checkout page “The country is not supported.”
We are located in Taiwan but even if I change the country, the error doesn’t disappear.
Please help, thanks!
Hello,
I have made some adjustments in your account. Please try again and confirm.
https://www.plantandequipment.com/en-ae/construction/wheel-loaders
This is my competitor’s page. This website is quite interesting. Note that its multilingual system only supports three languages: English, Arabic, and French. But look at the “/en-ae/” in this URL. This is very interesting. This website’s multilingual system works in conjunction with the filters on its product collection pages to create countless pages like “/en-ae/”. Although these pages aren’t actual pages on the website, but rather URLs generated by the filters after selecting options, Google still considers them useful pages and can generate traffic.
This website’s multilingual system only provides subdirectory-style URL settings, such as https://www.plantandequipment.com/en.
Then, the country-specific filters on this website provide the remaining content in the URL:
-ae/construction/wheel-loaders.
Therefore, the combination of this website’s multilingual system and the country-specific filters produces a very useful URL SEO effect: “/en-ae/”. I also want my website’s product collection pages to achieve a similar URL effect to my competitor’s.
Which filter plugin can I combine with a WPML multilingual system to produce a similar URL setting as my competitor’s?
Of course, you can also carefully examine the relationship between the “/en-ae/” characters in my competitors’ URLs and the multilingual system and filter functions. Then tell me the truth. Thank you.
By the way, I’m planning to buy a WPML plugin, so please carefully analyze the questions I raised above.
Hello there,
In the following link you can find all the different compatible plugins with WPML:
https://wpml.org/plugin-functionality/search/
However, any of them has such a future as far as I know. I’m also not sure how beneficial it can be for SEO as the hreflang tags are not modified and keeps pointing to the original language.
Anyway, you are welcome to buy WPML and discover during the 30 days refund period if it is the right tool for your proyect.
Regards,
Andrés
Hello, is there any discount for high volume credit purchase?
Hello James,
We have Pay-as-you-go which is the cheapest option to translate your site automatically. Also, the more you translate the cheaper it gets.
https://wpml.org/documentation/automatic-translation/how-to-sign-up-for-pay-as-you-go/
If you have any further questions please contact us directly on hello@wpml.org
Thanks!
Hello,
I still receive the “The country is not supported.” error.
Thanks,
Sorry for this. Please try again and confirm.
If you still need help please contact us directly on hello@wpml.org
Thanks
Hello WPML Support Team,
I hope you are doing well.
– We are currently facing an issue with the menu behavior on a multilingual website using WPML, and we would appreciate your guidance.
– Issue Description
– The main menu works correctly on the English version, but in the French (FR) and Dutch (NL) versions:
– The menu does not appear properly by default
– On desktop, we were able to correct this temporarily using custom JavaScript
– However, on mobile / responsive view, the menu still does not behave correctly
– The language dropdown either does not appear or does not function as expected
– What We Observed
– The same menu is assigned to all languages
– Menu structure is identical across EN, FR, and NL
– No JavaScript errors appear in the console
– The issue occurs only in FR and NL
– Elementor is being used for the header and mobile menu
– It seems the menu is being loaded or rendered differently for secondary languages
– What We Are Trying to Achieve
– A consistent menu structure across all languages
– Proper display of the language switcher in both desktop and mobile
– Avoid relying on heavy JavaScript workarounds if there is a native WPML-supported solution
– Our Question
– Could you please advise:
– Why the menu behaves differently in FR and NL compared to English?
– Whether WPML loads or modifies menus differently for secondary languages?
– If there is a recommended way to handle language switchers in Elementor-based menus?
– If this is a known compatibility issue with Elementor + WPML?
We want to make sure we are implementing this correctly and in line with WPML best practices.
Thank you very much for your support.
We look forward to your guidance.
Best regards,
Rutvik
Hello Rutvik,
Thank you for providing the details.
It looks like your question was posted in the wrong section. To receive proper assistance with technical issues, please open a ticket in our support forum. Note that submitting a support ticket requires an active WPML subscription.
I checked the email address you used, and there is no WPML account associated with it. I also reviewed your website and noticed that it is running a very old version of WPML.
Here’s how you can proceed:
If you already have a WPML account, please log in and open a support ticket by following the steps at https://wpml.org/forums/forum/english-support/
If you don’t have a WPML account yet, please purchase a WPML subscription first and then open a support ticket.
Once the ticket is submitted, our support team will review your case and advise you on the next steps.
If you have any questions regarding the process, feel free to let us know.
Best regards,
Hi,
I have an account and a license but I can no longer login.
My username is not an email and for this reason I can not login. The form ask me for an email as username.
Please help, it is urgent!!
Thanks
Hello Fabio,
Let me contact you via email direcetly about this.
I’ll send you the registered email address with us.
Hello,
I’m having trouble accessing my WPML account(user: info@liveskolawp.rs). I can’t log in, and when I try to reset my password, I don’t receive the reset email. I’ve checked my inbox and spam folder, but nothing arrives.
Could you please check what’s going on with my account and help me restore access?
Thank you in advance.
Best regards,
info@liveskolawp.rs
Hi! I have replied to you via email about this.
KInd regards
Hi, I have to close the account of the company Totem S.r.l.. 2 of theses licenses should remain active for the websites of 2 new companies. I was thinking about this procedure: 1) we open the accounts of the new companies 2) we change the license on the two sites 3) we do not renew the Totem S.r.l. account. By doing so, will the service be unaltered?
THANKS.
Hello Fabio,
In this case, you also have the option of transferring the renewal link to these 2 website companies. By doing so, they will have a new account created to receive updates and support for their registered sites exclusively.
https://wpml.org/purchase/transferring-account-renewals-to-your-clients/
Note that they will not be able to register any other urls after the transfer is made. If they need to register more sites they will have to purchase a CMS subscription directly from our Purchase page.
After this, you can cancel the Totem S.r.l. account.
If you have any further questions please drop us a line directly on hello@wpml.org.
Thanks!