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Hello,
Thank you for reaching out!
There might be various reasons for this issue.
To narrow this down, could you confirm which of your registered sites is showing the preview error?
Possible reasons for the issue:
Case 1: Mismatch of ATE Site ID
On the affected domain, please go to WPML → Support → Troubleshooting and revise the ATE Site Key, then share with us the current site key value so that we can confirm if the site is registered correctly on our system.
That will let us check whether the translation jobs are tied to the correct site registration or still linked to an older key, which is often the reason reviews fail.
Case 2: Missing user capabilities
This issue may also be related to user role capabilities.
If a plugin such as User Role Editor (or others) was previously used and then removed, some capabilities required for translation review may have been altered.
Could you try reviewing with a newly created account that has Editor or Administrator rights, or share more details about the user role you are using when the error occurs?
If you suspect the issue might be tied to user role capabilities, a quick SQL diagnostic can reveal whether the affected account has the right capabilities stored in wp_usermeta. This is especially useful if a plugin like User Role Editor was installed and later removed, since it can leave behind altered or missing capabilities.
Here’s a safe query you could suggest in your support note:
-- Inspect WPML/WooCommerce capabilities for a specific user
SELECT u.ID, u.user_login, u.user_email, m.meta_key, m.meta_value
FROM wp_users u
JOIN wp_usermeta m ON u.ID = m.user_id
WHERE u.user_login = 'username_here'
AND m.meta_key = 'wp_capabilities';
How to use this query?
- On your hosting panel, open PHPmyAdmin, select your database and click on the SQL tab to add your query.
- In the query, replace 'username_here' with the login name of the user you want to inspect.
Examle:
WHERE u.user_login = 'john.doe'
- Now click "Go".
As a result, you should obtain the assigned capabilities for the user, like for example:
a:2:{s:11:"translator";b:1; s:29:"wpml_manage_translation_management";b:1;}
For reviewing translations in ATE, the user should have:
translate → necessaty for any user to be able to create translations
wpml_manage_translation_management → manage translation jobs
wpml_manage_ate_jobs → access ATE review workflow, but only if the user is not an admin.
This way, you’ll see exactly what role/capabilities are assigned to that one account.
From there, we can take further steps.
If you would like us to investigate right away, please feel free to provide us with admin access to your site after taking a complete backup of your site, including the database.
You can use the private reply form on your next reply to provide admin access. Note that we might need to install a plugin like Adminer to revise the database.
The private reply form looks like this:
hidden link
When replying again, click "I still need assistance."
Video:
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Please note that we are required to request this information individually for each ticket. We are not permitted to access credentials that were not specifically submitted on this ticket via the private reply form.
Best regards
Andreas
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