Hello WPML Support Team,
I am facing an issue with WPML on our website and would appreciate your assistance.
We had installed the WPML plugin 7 months ago on our staging site:
roadtrd.stage.com
At that time, we used a significant number of automatic translation credits — approximately 100,000+ credits — to translate content into Arabic.
Recently, due to major updates on the website, we had to re-import/sync the site from production back to staging. After doing this, all previously translated Arabic content has disappeared, and it seems that the translation credits we used earlier are no longer recognized.
Now, WPML is asking for new credits to translate the same content again, even though we already consumed credits for these translations in the past.
This is causing a serious issue for us because:
• The Arabic translations are no longer available
• The previously used credits are not being reflected
• We do not have unlimited credits to redo the translations
We kindly request you to:
1. Restore our previously used translation credits
OR
2. Restore the Arabic translations that were already generated earlier
If needed, I can provide you with staging or admin access to investigate the issue further.
Please let me know what information you require from my side.
Looking forward to your support.
Best regards,
Abdul Rehman
This is kind of expected behavior. You need to make sure the sites are connected and sharing the same translation memory in order for them to share same translations from memory.
Please note that used credits cannot be restored. However, translation memory can be moved / copied.
Anyway, I checked your URL roadtrdcom.stage.site and can see three instances connected, all sharing the same translation memory with 2,571 segments. The original translations were created on the staging site around August 7 and used approximately 69k credits, so seems should be all fine and same as in original website.
If you are expecting something different, please let me know. Also, please check if the original translations were done on another URL, as currently they all share same memory as original staging site.
I would like to clarify that all original translations were performed on the same URL:
roadtrdcom.stage.site
No other domain or URL was used for these translations.
Given this, I am confused why only around 2,571 segments are available in the Translation Memory, whereas approximately 69,000+ credits were used previously. I would expect a much larger portion of the translations to be available in memory.
Could you please help clarify:
Why the Translation Memory contains only a limited number of segments?
Whether the full translation memory can be recovered or reconnected?
You were using the PTC engine, which consumes 4 credits per word. This means that around 69,000 credits equals roughly 17,000 translated words. Translation Memory is stored in segments (usually sentences or paragraphs), not per credit, so that amount typically results in a few thousand segments. In your case, around 2,500 segments is within the expected range.
Also, I can see that a large portion of your translations were products, which usually contain smaller amounts of text. For example, around 188 credits per product is consistent with shorter content, which again results in fewer segments overall.
Regarding your questions:
The Translation Memory is not missing content. It reflects the actual translated text segments, not the number of credits used.
There is no need to recover or reconnect anything. Since your current site is connected to the same organization account, the existing translations are already available and should appear when translating the same or similar content again.
You can also review your full usage and what URLs where translated by going to WPML > Translation Management > Tools and downloading the usage report for more detailed insight.
From what I can see, both the usage and Translation Memory look correct.
