Home›Support›English Support›[Escalated to 2nd Tier] Failed Automatic Translation Job & Faulty Migration – Request for Credit Reset and Preventative G...
[Escalated to 2nd Tier] Failed Automatic Translation Job & Faulty Migration – Request for Credit Reset and Preventative G...
This is the technical support forum for WPML - the multilingual WordPress plugin.
Everyone can read, but only WPML clients can post here. WPML team is replying on the forum 6 days per week, 22 hours per day.
Our wait time is higher than usual, please make sure you are meeting the minimum requirement - https://wpml.org/home/minimum-requirements before you report issues, and if you can take a look at current Known Issues - https://wpml.org/known-issues/. Thank you.
Background of the issue:
I am trying to translate a batch of about 14 products using the automatic translation feature on my (development)site hidden link. I also attempted to migrate product translations from Polylang to WPML, expecting a cost-effective and seamless migration.
Symptoms:
During the automatic translation process, I received the error: 'Sending for translation failed. The jobs could not be created.' Approximately 70,000 credits were consumed without any translations being processed. The Polylang-to-WPML migration tool did not correctly migrate the product translations.
Questions:
Can you review my account and logs to verify these failures and reset my credits to the original amount prior to these failed attempts?
Can you provide detailed guidance or recommendations on how to prevent such automatic translation failures in future bulk translation attempts?
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
Hello there,
What you mention here seems to be 2 different problems.
1) Translation content: this was a bit of bad timing as you managed to send the jobs and got charged for them but we're currently experiencing a problem on our servers which is about to be fixed, that's why it failed and you just got charged.
The good news is that you will not lose those credits because they reached the server and actually translated the content. since we just received word the problem is fixed, you should be able to resend the jobs again and they will appear as translated or you can wait a bit more and they should be retrieved automatically
2) The polylang to WPML migration is done BEFORE the translations are even done, so can you please let us know what problem you mean here? could it be that you're thinking it didn't go ok because the translations weren't retrieved?
1) Automatic Translation Job & Credit Consumption:
Your suggestion that I could resend the translation jobs or wait for them to be retrieved did not resolve the problem. When I attempt to send the products for automatic translation, I now receive the popup message:
“You don’t have enough credits to use automatic translation”
This indicates that the 70,000 credits have already been consumed without any usable translations being processed. I have since completed many translations manually. Given that this error appears to stem from an issue on your servers, I kindly request that these 70,000 credits be reset or compensated.
2) Polylang-to-WPML Migration Issues:
I followed the migration procedure to move product translations from Polylang to WPML. However, only a handful of product translations migrated correctly. Most of them had errors (possibly related to the server issues mentioned) and were not retrieved as expected. As a result, I was forced to rely on the automatic translation feature—which, as noted above, has not worked reliably. This process has cost me a significant amount of extra time and effort.
New threads created by Otto and linked to this one are listed below:
What do you mean by "I have since completed many translations manually"? Did you go to the editor and add the whole content for the 11 languages of the site? If the content in the editor was prepopulated, that means that the translation was done automatically; you fetch it manually, but still, the credits were used to translate the content.
To clarify further:
• I followed your colleague’s suggestion and attempted to resend the automatic translation job for the products. However, when I did so, I received the message:
“You don’t have enough credits to use automatic translation.”
• Since I had to wait more than a day for a resolution, I ended up exporting the XLIFF files and translating them using other software, then importing the translations manually. This extra work was very time‑consuming.
The credits issue is critical: despite the automatic translation failing (likely due to the server issues mentioned), a significant number of credits (approximately 70,000) were consumed. I believe it is entirely reasonable to request a reset of those credits, as the failed translations have not provided any value to my site.
Could you please review my account and logs again and consider resetting the credits to their state before these failed translation attempts? Regardless of how much credits exactly are consumed or not, the recurring issues with both the automatic translation feature and the migration process have cost me significant time and extra work.
