dear support team,
i went in the page "Payment history and invoices" in order to see my usage report for February. I did this because i translated some pages in German but the German translation did not appear on the webpages. So, i went to USAGE REPORT and downloaded the csv file. Indeed, there are pages there that are indicated as translated in German that do not exist (the German translated page) on my website. Other pages are successfully translated in German but almost half of the German pages listed in your USAGE REPORT are not.
I consider this a very serious matter because it means that i have been charged for translations that DO NOT EXIST. Can you please investigate this matter? I am uploading the usage report screenshot for February together with the list of pages that are not German translated
I am a WPML developer and I will try to help resolve this issue.
As a first step, could you please us with access to your site, so we can take a look at the reports and compare them with the informations we have in our system.
Thank you very much for your cooperation. I’m looking forward to your reply.
we checked the post "Napoli Sotterranea ή αλλιώς η υπόγεια Νάπολη!".
It’s very likely that the post was first sent for automatic translation on February 5th, and after the original content was updated, it was marked as “update needed,” which led to the manual translation job on February 7th.
If you could please trigger the automatic translation again, that would be great. The translation memory should apply, so there shouldn’t be any additional costs since it was already translated.
If anything unexpected appears in terms of charges, please inform us, so we can handle this.
i would like to tell you that i receive daily emails about translation jobs delayed. I really do not understand for what reason there are so many jobs delayed. I try to simplify my life by doing the automatic translations where i see the number of credits (that corresponds to cost for translation) and click TRANSLATE and then pay every month.
In addition, most of the times i try to translate more than 3-4 articles at the same time, i get error messages that my translations could not be handled. So, i have to go and do for ten articles and 5 languages almost 50 times the same process. This is horrible way to do things and translations in our case.
in general, and i am very sorry to say because as you can see i have paid a lot of money for this plugin, the overall experience is very negative and i am not planning to update my subscription next year.
Like what is happening now, that i have to go and check manually each post, that i have paid for, if the translation is there or not, is a very bad experience....
But anyway, i am sending you some screenshots to try to understand what is going on
As you may see, for two articles where i talk about Napoli city in Italy, one is "waiting for translator" the other is pending or something like that. I re-translate them and i am asked about extra money. I do not know if i will be charged again but i am sending you these screenshots as well to have a look.
First of all, thank you very much for your detailed message and for sharing the screenshots with us. We truly appreciate the time you took to explain the situation.
We are very sorry to hear about your experience. We completely understand how frustrating it must be to receive daily delay notifications and to manually check translations that you have already paid for. This is definitely not the experience we want you to have.
Please rest assured that we are taking your case very seriously. We will carefully review your account, the specific jobs you mentioned (including the Napoli articles), and the related translation logs to understand exactly what is happening.
Regarding the additional charges when re-translating: please do not worry for now — we will verify whether any extra credits were actually deducted and clarify everything for you. If there were any incorrect charges, we will of course address them accordingly.
We will come back to you as soon as we have completed our detailed investigation.
Thank you again for your patience and for bringing this to our attention.
We have checked the issue on our side and ran a test case. The translations are now working correctly in our system.
Regarding the articles that are currently stuck (e.g., “waiting for translator” or “pending”), please send those open cases to automatic translation one more time.
About the displayed fee: we understand that the system shows a calculated cost when you start the translation. However, in reality, only actual changes are charged. If there are no changes in the content and the translations already exist, no additional credits will be deducted.
That said, please keep an eye on the credits that are taken. If the system charges you anything incorrectly, we will of course review it immediately and issue a refund for any wrong deduction.
Please resend the affected posts to automatic translation and let us know if you still experience any issues.
I completed all translations and on the "Translation Jobs" there is no pending job right now. regarding costs, i could not track and calculate credit points and then go into the reports and compare what it charged me or not, this would be too complicated especially now that i am under time pressure with other daily tasks .
i just hope it does not double charges me as you verify.
have a nice day and will keep you posted in the next two months when i will try to add another 20-30 translations of my website posts.
in this case we will close this ticket. If there will be any problems in the next time, feel free to create a new support ticket and refer to this one.
Best regards,
Lukas
The topic ‘[Closed] Charged for translations that do not exist’ is closed to new replies.
