I downloaded a credit usage report for a website I recently translated with PTC and it duplicates the credit usage (or even more). Why is that? I understand that changes need to be retranslated, but that cann't happen within a few seconds after the original translation.
I received an invoice for December, and when I check the actual credit usage for that period, there are a lot of double counts and also a few records without job_id nor permlink. See the attached screenshots.
I checked the save history of a few of the permlinks that have high double counts, but I can't explain them.
174540411 + 174540412 » there is 2 seconds difference between the time stamps, but I can't match that with the revision history of that page. There were no changes on 12/23.
174959409 + 174959435 » there is 11 seconds difference between the time stamps, but there is only one entry in the revision history of that page (December 29, 2025 @ 15:44:04)
Thank you for following up and for sharing these additional details and examples. I’ve added this information to the escalation and sent a reminder to our 2nd-tier / ATE team so they can review the specific timestamps and records you mentioned.
At the moment, I don’t have an update yet. The team has been operating with reduced availability due to the holiday period, which has caused some delays. I don’t have an exact ETA, but I will update you as soon as I receive feedback from them.
Our ATE team reviewed the escalated ticket and asked these two things:
1. Could you please confirm whether this option is enabled or disabled on your site?
WPML → Settings
“Translate drafts as I save them (consumes a bit more translation credits)”
2. If it’s okay with you, please provide temporary access (WP-Admin and FTP Login info) to your site , so that we can look into your setup and debug the issue.
Your next answer will be private, meaning only you and I can access it.
=== Please backup your database and website ===
✙ I would need your permission to deactivate and reactivate Plugins and the Theme and to change configurations on the site. This is also a reason the backup is essential.
Thank you for your patience while we investigated this.
I’m a developer on the ATE team. I’ve personally reviewed this case and would like to share our findings.
You reported 3 problems:
1. Duplicate credit usage (confirmed)
We’ve confirmed an issue on our side that can cause duplicate credit usage when content is saved multiple times within a short period. In these cases, some translation jobs are canceled but still end up completing, which can result in credits being counted more than once.
Based on the reports you shared, we confirmed that 3,196 credits were overcharged:
• 772 credits
• 2,408 credits
• 16 credits
👉 These credits will be refunded. Please confirm.
2. Records with job_id = 0
Entries with job_id = 0 come from archived translation jobs. When older jobs are archived, their credit usage is aggregated into a single batch record. This is expected behavior and does not represent additional charges.
2. Records without permlink
Entries that have a job ID but no permlink are related to string translations, not page content.
These are expected in this context and do not require a refund.
⸻
The duplicate issue has already been escalated internally, and a fix is in progress to prevent this from happening again.
Thank you again for reporting this and for your detailed analysis — it helped us identify the problem.
Yes, please feel free to share the Excel sheet with the export — that will be very helpful. I’ll go through it carefully and verify all the duplicate records across the sites you mentioned so we can confirm the exact amount of credits to be refunded.
Once I’ve reviewed the data, I’ll get back to you with a precise breakdown.
Thanks for sharing the file — I’ve reviewed the data and everything checks out.
I’ve now added 9,796 credits back to your organization to cover the duplicated charges we identified.
Could you please confirm on your side that the credits are visible and that everything looks correct now?
If anything doesn’t seem right, just let me know and I’ll double-check it right away.
We’re also working on a fix on our side to prevent this kind of situation from happening again in the future. The change will be included in one of the upcoming releases.
