Problem: The client was unable to find an option to enter the site key in WordPress for WPML registration. Solution: We advised the client to first check if WPML was fully registered or connected to their account. Here are the steps we recommended: 1. Log into your WPML account. 2. Navigate to the 'Register WPML on your sites' link to manage or create a new site key. If these steps did not resolve the issue, we requested the client to provide access credentials privately to further investigate the configuration and ensure everything was set up correctly. Additionally, we confirmed that WPML was registered correctly at the provided admin URL, where the client could also manage their registration keys.
Please note that this solution might be outdated or not applicable to your specific case.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.
Problem: The client reported two main issues with their WPML setup on a WordPress site using WooCommerce, Elementor Pro, and the WoodMart theme. First, the main navigation menu was not rendering on translated pages across 10 active languages. Second, the menu admin UI displayed empty items despite a record count indicating the presence of items.
Solution: We addressed the issue in several steps: 1. We instructed the client to perform basic troubleshooting via WPML > Support > Troubleshooting, which included clearing WPML cache and fixing terms count. 2. For the mega menu not displaying correctly, we set specific custom fields related to the mega menu feature to 'Copy' under WPML > Settings > Custom fields section. This ensured that the mega menu settings were consistent across all languages. 3. We corrected the settings for the '_menu_item_object_id' custom field from 'Copy' to 'Don't translate' to prevent incorrect item relationships across different languages. This change was crucial for maintaining menu integrity when translated. 4. The client was advised to manually delete and re-add menu items in the non-English menus and synchronize them with the original menu.
These steps resolved the issues with menu visibility and functionality in the admin UI and on the frontend across all languages. For further details on translating custom fields, please refer to this documentation.
If these solutions do not resolve your issue, or if they seem outdated or irrelevant to your specific 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 problems persist, please open a new support ticket.
Problem: If you're experiencing issues with incorrect pricing when selecting product options and using Apple Pay on your multilingual WooCommerce site, it might be due to the Stripe Gateway plugin not handling Chinese characters for term meta slugs. Solution: We recommend following these steps to resolve the issue: 1. Navigate to your WordPress Dashboard > WPML > Taxonomy Translation. 2. Select the Product Color taxonomy. 3. Click on the pencil icon next to each color and change the slug to Latin characters, then save. Repeat this for all Product Size terms as well. This should correct the pricing discrepancy.
If this solution does not apply to your case, or if it seems outdated, please check the related known issues and confirm that you have installed the latest versions of themes and plugins. If the problem persists, we highly recommend opening a new support ticket for further assistance. You can do so here: WPML support forum.
Problem: The client requested to speak to a human without providing specific details about the issue. Solution: We asked the client to elaborate on the problem and suggested providing screenshots to help clarify the issue. Additionally, we enabled debug information for the support ticket and provided a link to instructions on how to retrieve and share this information. If you're experiencing similar issues, we recommend following these steps: 1. Elaborate on your issue in detail. 2. Use the "upload an image" option to provide screenshots. 3. Retrieve and share debug information using the instructions here: http://wpml.org/faq/provide-debug-information-faster-support/area
Please note that this solution might be outdated or not applicable to your specific 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 our support forum.
Problem: The client wanted to upgrade their license to an agency account for adding more sites and inquired about the availability of lifetime licenses. Additionally, they asked why a specific URL (https://crmsrail.com/new/wordpress) was being fetched instead of the expected (crmsrail.com). Solution: We informed the client that we do not offer lifetime subscriptions. For upgrading to an agency account and to view different plans, we recommended visiting https://wpml.org/purchase/.
If this solution does not resolve your issue or seems outdated, 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 further assistance is needed, please open a new support ticket at WPML support forum.
Problem: You are experiencing a serious issue on your WordPress website after duplicating an Elementor page. The layout became broken, and WPML displayed a database warning indicating a problem with INSERT permissions for the database user.
Solution: We recommend ensuring that the MySQL server is not running in read-only mode and that the database user associated with your WordPress site has the correct permissions, especially write access. If the user only has read permissions, this is likely the cause of the problem. You may need to contact your hosting provider or server administrator to verify and adjust these permissions. For more information, please refer to the official WordPress documentation on database security.
Once the database user has the proper permissions, try performing the same steps again—the issue should no longer occur.
Please note that 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 problem persists, please open a new support ticket.
Problem: The client was experiencing issues with the automatic translation feature in WPML where the modal window displaying the cost calculation process would appear, but then nothing would happen. The Dev-Tools network tab showed that the first request returned an error indicating 'No translations found for element type post_acf-field-group and ID 166', although there was an entry in the database with element_id = 166 but with element_type as 'post_post'.
Solution: We identified that the issue was due to incorrect 'element_type' values in the 'wp_icl_translations' table for entries where 'wp_posts.post_type' was 'acf-field-group'. We executed the following SQL commands to correct the 'element_type' to 'post_acf-field-group' for these entries:
UPDATE wp_icl_translations INNER JOIN wp_posts on wp_posts.id = wp_icl_translations.element_id SET wp_icl_translations.element_type = 'post_acf-field-group' WHERE wp_posts.post_type = 'acf-field-group';
After applying this fix, the automatic translation dialog was able to calculate the cost without any issues, and the requests no longer resulted in errors.
If you're experiencing similar issues, we recommend checking the 'element_type' in your database and ensuring it matches the 'post_type'. If the solution provided here does not resolve your issue, or if it seems outdated or irrelevant to your case, please visit our known issues page, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins. If problems persist, do not hesitate to open a new support ticket.
Problem: The client is unable to translate the name of a custom post type created by MetaBox from Croatian into English and Slovenian. The untranslated post type name appears in the breadcrumbs. Solution: We recommend translating the custom post type slugs by following the steps outlined in the WPML documentation. You can find detailed instructions on how to do this by visiting the following links:
If this solution does not apply to your case, or if it seems outdated, 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 you still need assistance, please open a new support ticket at WPML support forum.
Problem: The client reported an issue where the translated footer on their page did not match the original footer, nor the non-translated version, indicating a potential mismatch in the template mapping. The site uses the TT5 theme, which previously encountered issues with menu definitions when attempting to implement multilingual capabilities with Polylang. Solution: We requested the client to provide the URL for editing the footer in the original language and to share access credentials securely to investigate the footer translation and verify the WPML configuration. We also advised the client to ensure a full site backup is available before making changes.
If you're experiencing similar issues, we recommend checking your template settings and ensuring your WPML configuration is correct. For detailed guidance, visit our documentation on WPML documentation.
Please note that this solution might be outdated or not applicable to your specific 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.
Problem: The client is experiencing issues with their translated page where the company logo does not show, the menu item formatting from the original page is not maintained, and they cannot add a language switcher to the menu as it is greyed out. Automatic Media Translation is enabled, and menu synchronization does not find any synchronized menus. Solution: We recommend creating a staging site to safely replicate and address these issues without affecting the live site. You can use the WP Staging plugin, which is free and user-friendly. Once the staging site is set up, please share the URL to edit the header in the original language, and we will use the credentials from your other ticket to assist further.
Please note that this solution might be outdated or not applicable to your specific 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 these steps do not resolve your issue, please open a new support ticket at WPML support forum for further assistance.
Problem: The client is experiencing issues with language assignments on their WordPress site using WPML and WooCommerce. Initially, all content was created in English, but after adding Greek and mistakenly setting it as the default language, WPML assigned all existing content, including WooCommerce product categories, as Greek. Changing the default language back to English did not resolve the issue, as many product categories are still assigned to Greek. Solution: We recommend resetting WPML and reconfiguring it with the correct language settings if the client has no translations yet or only a few that can be redone. Here are the steps: 1. Go to WPML → Support and click the Troubleshooting link. 2. In the Reset section of the Troubleshooting page, select the 'I am about to reset all translation and language data' checkbox. Then, click the 'Reset and deactivate WPML' button. Documentation on doing a WPML reset Please ensure to back up your database before making any changes.
If this solution does not apply to your case, or if it seems outdated, 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 issues persist, please open a new support ticket.
Problem: The language switcher in the footer offers three languages: Chinese, English, and Arabic. The site defaults to English, but users cannot switch back to English after selecting another language. Solution: We recommend checking if the solution from previous similar issues applies to your case. You can find the discussions and solutions on these links:
If these solutions do not resolve your issue, or if they seem outdated or irrelevant to your specific case, we highly recommend opening a new support ticket. Also, please check related known issues at https://wpml.org/known-issues/, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins.
For further assistance, please contact us through the WPML support forum.
Problem: If you switch to Chinese Simplified on your homepage, you encounter a fatal error. Solution: We found that some strings contained placeholders like
%1$s
,
%3$s
which were either missing or incorrect in the Chinese translation. This discrepancy caused the fatal error. We corrected these placeholders in the affected strings, ensuring they are formatted correctly, such as changing
%1$
to
%1$s
.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, we recommend opening a new support ticket. Additionally, 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. For further assistance, please visit our support forum at https://wpml.org/forums/forum/english-support/.
Problem: The client is unable to register their site with WPML after extending their subscription and creating a new account due to a 'Site key not matching' error. Solution: If you're experiencing this issue, we recommend following these steps to resolve it: 1. Visit https://wpml.org/account/sites/ and remove the current registration. 2. Navigate to Plugins → Add New and click the Commercial tab. Then, click 'Unregister WPML from this site'. 3. Once the page loads, click on 'Register WPML'. You will see a message asking you to enter the site key. Click on 'Get a key for this site'. 4. In your WPML account, complete the site key wizard and set it to 'Production site'. 5. Copy your new key and paste it in the Commercial tab.
Please ensure that you use the URL in lowercase when registering, such as https://vokeso.com/, to avoid any issues with case sensitivity.
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 further assistance is needed, please open a new support ticket at WPML support forum.
Problem: The client is setting up a development site and is unable to register the site to obtain a site key following the instructions provided in the WPML documentation. They are concerned about how to transfer translations using the translation memory. Solution: We explained that the client's current subscription is for end users, which is suitable when a developer or site owner transfers renewals for a single site. This model does not support obtaining a new site key for development sites. We clarified that the site key is primarily used for plugin updates and credit management. Therefore, the client can continue working on the development site without a new site key and use the production site key once the site is ready.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your specific 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 further assistance is needed, please open a new support ticket at WPML support forum.
This page includes support tickets that are resolved and documented. Looking for tickets that are “in progress”? Visit the complete support tickets archive
