[Assigned] Big problem with credit an automatic translation
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Background of the issue:
Hi,
We have a big problem with automatic translation and you maid paid us a lot of credits for nothing ...
I just updated some translations one hour ago, and you charged me 170 dollars ... Which is quite impossible, o i just take a look by exporting the file
Inside for example i find this product : 117e64f2-74fb-4bdc-8597-da2442f8e839,04/01/25 18:15:49,135239349,1942,bulk.mt@wpml.org,hidden link
I didn't understand why a lot of credit for this small product, but i noticed that it's for the taxonomy description, so okay for that, whatever we didn't change it, so by testing, i just click now on manually translate this same product, and now you ask me again to translate all the description fields !!, whereas you already did it before and so you ask me to pay again to translated fields already done
Firstly, can you please identify this bug ? and how can i get my monney back ? Because 170 dollars for already almost fully already translated products it's not normal ...
Thanks for your help
Symptoms:
I am experiencing issues with credit and automatic translation payments.
Questions:
How can I ensure I am not repaying for already translated products?
What steps should I take to resolve the credit payment issue?
I have checked and I can see that for this hidden link, it is charged 392 credits.
Can you share more info, date and ATE Job ID / URL where you see you are charged again for same translation? And maybe month / date of the original job where you translate this.
I also see you moved your website on March 06. Did you maybe select not to share translation memory from previous website / instance?
Can I erase all the pending existing translations, everything is wrong, and WPML translate wrong almost all my categories, now I have to pay again to make them in the true language, I'm really disappointed
I hope that you can bring me some helps
I don't dare to translate anything now
First, I would advise disabling automatic translation from WPML > Translation Management, and from WPML ATE editor, there is a top right cog/settings icon, click and disable automatic translation.
That way you will not be charged for any more of translation.
Then please share with me you wp-admin of website, and example of product URL, where this happens, and I will try to have a look and see what might be causing this issue with category description not being in correct language.
I checked hidden link, but I do not see issue with the category text in the wrong language.
1) What I can see is that at some point, you changed the category assigned from Tablero de equilibria > Balance board. When you did that, you where not charged again for the translation of this description since it was already translated before and loaded from your memory.
As for those description that where charged, I think this is probably the same issue as it was in our last ticket, where category description changed and you where charged for this new translation, since segment can not be find in translation memory, they need to be exact the same, same space etc. So you probably still have left some category description to translate.
If you think otherwise, you can share with me product, and I will check if you where charged for same description two times.
2) Other issue, that I see and that could have caused this issue, and big charge of credits, and re-translation needed is that at some point category description was "translated" in the same language and you were charged for it.
Which is not correct.
We need to check why this happened, and refund you for what was not translated correctly. Image attached.
Let me know if both of mine points sound valid and you agree we continue to check the 2nd point and focus on that.
1) Please see your screenshot, the translation make the main content of the taxonomy French, in Spanish ... Whereas it's in French on the back office, not in Spanish. Tablero de equilibria is the translation of balance board in Spanish ... The taxonomy description don't change, and I'm sure of it because the person that was working on it left the company 6 months ago.. It's always the same problem, the wrong language is put in French and so WPML translate the description again and again
Another example, but I have the same problem everywhere ... : hidden link
You can see the details on the video:hidden link
1) The product is in French
2) On the taxonomy, you see that the description is well in French (I just remove the hide in CSS to show you, + you don't see the product inside because I have hide it)
3) I translate the product
4) And here again, another language is made instead of French, in this case it's Italian, and as you can see WPML put the same wrong language in English, in fact all the language for this categories are wrong ... It's not a problem on French because as I have shown you the description is well in French, not in italian
I have start yesterday to check the categories one by one, I have to created a lot of "Product test" (you can check the log of yesterday), and corrected almost 40 categories, but I still have a lot to analysis (like the Zinc one previously for example that I have to recreate)
2) "is that at some point category description was "translated" in the same language and you were charged for it."
I think that in fact it's linked to problem 1 ... Because on the problem 1, it's always a bad language put in French, and I pay for the same wrong language in all languages ...
Great, that you provided and did some extra analysis, I think we have some clues here. First seems like you have been charged extra credits for no reason, and I will report this further, but first, let's try to see if this still happens and if there are any steps that cause it or have produced this. It might be a bug that we need to sort out first, so it does not happen again.
If possible, provide us a staging site where we can further check this safely, and disable plugin/themes and etc.
Unfortunately our admin server is in holidays right now so we can't propose you a fresh copy of the production on the dev server ...
Can your team start to study the problem with the production ? I have a lot of product pending translations and I don't want to do them as soon as we didn't understand the problem ...
It would be difficult to check on production, since I need to try and test some steps, to see how the issue happens, then disable plugins, switch themes and etc to see if anything related causes it.
We might also need to share it with our 2nd tier to check, all of this is not safe to do on a production live website.
Please lets wait, and let me know once you have staging ready, and we can check it out further.
