I've made a huge mistake that I simply Identified that all my credits gone due to the Samples I have loaded to the Website during the staging level, Now I have replaced most of the pages and deleted many too but ends up with no credits for the automatic translations.
I have left with 69 credits and simply it will not help me at all as all the translated to Arabic not needed and just terminated my credit without knowing that.
How we can reset those credits as I need to enable it only days from going to Production only, I don't want to spend any credit till all the pages in place.
I would appreciate your help here as I've paid for this service but not really used it for my purposes.
Hello Rabi,
Mercedes here from the Accounts team. We also talked yesterday via email. Since this is not a technical problem after all, we will review how you used the credits and let you know if there is something else we can do.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+01:00)
Hello there,
Apologies for the delay in responding, we needed to double-check a few things before getting back to you.
We noticed that you had the "translate everything" mode enabled in WPML, which resulted in the automatic translation of your content. Unfortunately, most of it turned out to be demo content, as you discussed with Bobby during the initial chat. However, we also saw that you subsequently spent around 15,000 credits to translate certain pages that you did intend to translate, such as your about us page and some product pages.
It's important to note that the credits you used were from the ones we gift to new or renewing users, and you spent almost 60,000 out of the 90,000 credits gifted. This means you still have 30,000 credits available in your WPML.org account to use.
Although we don't typically issue refunds for credits used, we understand that this was a mistake. We've issued you a partial refund of the credits, which you can add to your 30,000 remaining credits as an exception for this time and which you can already find in your account. However, please be mindful of your credit usage moving forward, as we cannot refund every time credits are used successfully.
Thank you for your understanding, and please let us know if you have any further questions or concerns, we will gladly help you out where we can 🙂
I can understand your statistics you've mentioned, but I have didn't translated anything needed to my Website, all the Demo data simply removed or replaced after I've turned of the Translations till replacing or removing all the not needed text.
So doing a partial refund may really help but it's not as I expected, I expected to have full refund so I can really use it as expected otherwise the feeling is that I've paid for no purpose.
Please try to check if you still can do more refund as it's really not what I've attempt to do.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+01:00)
Hi there,
We did a very thorough research before which you can see here: hidden link.
To help explain the data that led us to our conclusion, we can break the translation sessions into 3:
- The first session occurred on the same day you registered the site, and this is the one we took into consideration as it happened when "translate everything mode" was enabled.
- The second and third sessions occurred in 2 separate dates, quite apart from the first translation session, and seem to include translations of specific pages and products. they were translated using the automatic translation feature, but they were sent to the queue by a human, no by our systems.
We understand that you may have mistakenly translated demo content, but it happened on three separate occasions, ech date quite apart from each other and none of them was a technical issue from our systems.
However, we went above and beyond to meet you in the middle and that's why we already gave you a partial refund as a one-time exception (it won't happen again).
Please understand that we already paid for every character that you translated (not to mention that the credits you are currently using were already a gift from us).
