Problem: The client is using the Chinese backend of WPML on a site under development and encounters an error when trying to open the translation tool. The error message indicates a problem connecting to the automatic translation service, despite the client's network working fine. Solution: We first clarified that by "points", the client referred to automatic translation credits. We confirmed that the client has 77780 credits available and that translations are actively occurring on the site. We asked the client to confirm if the issue persists and, if so, to provide us access to the site for further investigation. We also emphasized the importance of backing up site files and database before providing access and suggested using a staging site if available for security reasons. For more details on our privacy and security policies, please visit: Privacy and Security Policy.
If this solution does not resolve your issue or seems irrelevant due to being outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent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 problem persists, please do not hesitate to open a new support ticket at WPML support forum.
Problema: El cliente tenía configurado el pago automático en WPML y al reanudarlo, enfrentó problemas al ingresar los datos de tarjeta de crédito, optando por transferencia bancaria, la cual tarda 14 días en hacerse efectiva. Solución: Para resolver el inconveniente y no interrumpir las traducciones del cliente, hemos añadido 40 mil créditos a su cuenta, equivalentes a 50 EUR. Este monto se cobrará en el próximo ciclo de facturación. Si esta solución no resuelve tu problema o si la información proporcionada parece desactualizada o no aplicable a tu caso, te recomendamos abrir un nuevo ticket de soporte. Además, 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: You are trying to translate your site into Russian using WPML and have selected all 11 pages for automatic translation. Despite having 22128 credits assigned in the WPML dashboard, the translation management screen warns of insufficient credits, displaying 'Out of Credits for Automatic Translation.' Each untranslated page shows a tooltip indicating an issue with automatic translation that needs attention. Solution: We have identified a known issue where WPML might display a lower amount of credits than what you actually have. This issue will be resolved in the upcoming WPML version 4.8. We recommend updating your WPML to version 4.8 once it is released to correctly reflect the number of credits you have. In the meantime, please check if there are any updates available for your current version or if there are other known issues that might be affecting your site's translation process. You can check for known issues here: https://wpml.org/known-issues/.
If this solution does not apply to your case, or if it seems outdated, we highly recommend opening a new support ticket. Please ensure you have installed the latest versions of themes and plugins and verify the version of the permanent fix. For further assistance, you can contact us directly through our support forum here: WPML Support Forum.
Problem: You are unable to see 'Transfer credits to WPML.org' in the Tools menu, and your license appears disabled in the Account despite being active. Solution: If you're experiencing this issue, we recommend you try the following steps: 1. Navigate to Plugins → Add New and click on the Commercial tab. Then, click Unregister WPML from this site. 2. After the page loads, click on Register WPML. You will see a prompt to enter the site key. Click on Get a key for this site. 3. Complete the site key wizard in your WPML account and set it to Production site. 4. Copy your new key and paste it in the Commercial tab. Afterwards, delete your old site key in the WPML account. 5. Assign the credits to the newly registered site.
This solution might be irrelevant if it’s outdated or not applicable to your 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 at WPML support forum.
Problem:
After connecting the site to translation memory and retranslating the previously translated content was consuming the credits again.
The option to "Leave existing translations as they are" or "Overwrite existing translations" was not appearing.
Solution:
Please note that the said options may not appear if the content hasn't been translated already (like translating anew) or in the client's case, reinstalling WPML and connecting to existing translation memory which is somehow the same as you're translating new content.
In this case, please follow the exact steps, so your credits are not consumed and you get that "Leave existing translations as they are" option:
- Go to WPML -> Translation Management Dashboard.
- Select one of the content which show translated already (like there's a green tick mark under flags).
- And then select the content which needs translation and showing small red "i" in circle.
- Then select to translate automatically.
- Then select "Leave existing translations as they are".
- Then click "Translate" button.
Problem: The client had transferred their WordPress site from a subdomain to a main domain and needed to transfer 40,000 WPML translation credits from the old subdomain to the new main domain. The credits were still associated with the old subdomain, and the new domain showed 0 available credits. Solution: We advised the client to follow these steps: 1. Log in to the WPML.org account and navigate to the Sites page: https://wpml.org/account/sites/ 2. Delete the existing site key for the main domain by clicking the trash icon, if it's already registered. 3. Log in to the main domain's WordPress Dashboard, go to Plugins > Add New > Commercial tab, and click the Unregister WPML from this site link if it exists. 4. Click the Register WPML link, then the Get a key for this site link. 5. Copy the generated key, paste it into the input box, and press the Register button. This process should also allow assigning the previously purchased credits. For more detailed instructions, please refer to our documentation: https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/
If this solution does not resolve your issue or seems irrelevant due to being outdated or not applicable to your 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. Should you need further assistance, please do not hesitate to open a new support ticket at WPML support forum.
