Account Issues

Problema:
El cliente ha recibido una factura de 100€ + IVA con el concepto "One-time safety limit payment" y está preocupado porque la web ya estaba traducida y no entiende el origen del cobro ni si habrá cobros recurrentes.
Solución:
Se explicó al cliente que este cobro corresponde a un límite de seguridad que se aplica automáticamente cuando se alcanza por primera vez el límite de 100€ en créditos utilizados en traducciones bajo el modelo Pay-as-you-go. Este cobro es único y no se volverá a aplicar a menos que se utilicen más créditos y se alcance nuevamente dicho límite. Para verificar las traducciones realizadas, el cliente puede acceder a WPML -> Administración de Traducción -> pestaña 'Herramientas de traducción' -> sección 'Informes de uso de traducción automática'.

Si esta solución no resuelve tu problema o si la información parece desactualizada o no aplicable a tu caso, te recomendamos abrir un nuevo ticket de soporte. También te sugerimos revisar los problemas conocidos y confirmar que tienes instaladas las últimas versiones de los temas y plugins. Para más asistencia, visita nuestro foro de soporte.

Problem:
The client has not used WPML for a year after switching from WordPress to Shopify and noticed an ongoing subscription. The client is unsure whether to contact the billing team to cancel the invoice and subscription or to pay the invoice and then request a refund.
Solution:
If you have not been charged for your subscription renewal yet and do not plan to continue using WPML, we recommend not paying the invoice. Instead, directly contact our billing team to discuss the cancellation of the invoice and the subscription. You can reach them through this link: https://wpml.org/home/contact-us/contact-form/
If you have already been charged, you can request a refund within 30 days of the charge by following this link: https://wpml.org/purchase/refunds/

Please note that the solution provided might be outdated or not applicable to your specific case. We highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the issue persists, please open a new support ticket for further assistance.

Problem:
The client noticed that two payments were debited from their accounts without one being refunded and requested a refund for one of the payments.
Solution:
If you're experiencing a similar issue with billing or need a refund, we recommend contacting our admin team directly. Please use the following form to reach out for assistance: https://wpml.org/home/contact-us/contact-form/
For any technical issues on your site, feel free to contact us.

If this solution is not relevant to your case, or if it seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If you still need assistance, please open a new support ticket at WPML support forum.

Problem: The client is dissatisfied with the WPML plugin and wants a full refund.
Solution: We advised the client that they can request a refund through our automated process by visiting https://wpml.org/purchase/refunds/. Since they are within the 30-day refund period, they can claim it immediately without any questions. Additionally, we offered assistance to troubleshoot the issues they encountered, suggesting we start by checking their PHP version.

If this solution does not apply to your case, or if it seems outdated, we recommend opening a new support ticket. We also highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. For further assistance, please visit our support forum at https://wpml.org/forums/forum/english-support/.