Home›Support›English Support›[Assigned] I require more credits but when I try I keep getting the message - "There is a problem connecting t...
[Assigned] I require more credits but when I try I keep getting the message - "There is a problem connecting t...
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Elementor users - please update WPML to the latest version to maintain compatibility. More details here - https://wpml.org/changelog/2024/12/wpml-4-6-15-critical-update-for-elementor-sites/
Background of the issue:
I am developing a site and need more credits for WPML. I have already entered my credit card details and received a confirmation.
Symptoms:
I keep getting the message: 'There is a problem connecting to automatic translation. Please check your internet connection and try again in a few minutes. If you continue to see this message, please contact our support team.' My internet connection is working fine.
Questions:
Why am I receiving a connection error when trying to get more credits?
How can I resolve the issue with automatic translation connection?
Thank you for reaching out to WPML support. Before your ticket is assigned to a supporter, I’d like to provide some guidance on your query.
This type of error normally happens when there is an conflict with some plugins or themes so can you disable all non-WPML plugins, switching to one of the default themes, and checking whether the issue still persists or not?
Please remember to create a backup of your site (both files and the database) before making any updates or changes. This is always a good practice.
Let us know if these steps resolve the issue or if you need further assistance.
I disabled all non-WPML plugins, and switched to one of the default themes but the problem persists and I am still seeing a message stating that I don't have enough credits for automatic translation. FYI, I have successfully added new credit card details to no avail.
From our side, I can see that hidden link has no credits assigned to it, and it is not registered with our Pay-as-you-go automatic translation payment method. I also checked our system, and we don't block this site.
Do you still get the message that there is a problem connecting to automatic translation?
Can you please send me screenshots of this problem?
I've added 2000 automatic translation credits to hidden link. It is free of charge. On our automatic translation system, I also hid an old instance of hidden link you created. This is to prevent any collision.
If you go to WPML -> Translation Management -> Tools, do you see the 2000 credits I added?
Can you now subscribe to Pay-as-you-go?
If the problem persists and you need further help, please share the access details to your site with me. I'm enabling a private message for the following reply. Privacy and Security Policy
We have strict policies regarding privacy and access to your information. Please see: https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/ **IMPORTANT**
- - Please backup the site files and database before providing us access. --
-- If you have a staging site where the problem can be reproduced, it is better to share access to the staging site.--
I'm sorry because I wasn't clear enough. I must have access to hidden link and not to a staging site. (In any case, you didn't even share the access to hidden link.) You are an End User, meaning you can only register one site. In your case, it is hidden link.
I unblocked your site on our side. Please check now if you can proceed. Click the "Fix it" button and proceed.
Can you now register to Pay-as-you-go?
If not, please share the access details for hidden link. I'm enabling a private message for the following reply. Privacy and Security Policy
We have strict policies regarding privacy and access to your information. Please see: https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/ **IMPORTANT**
- - Please backup the site files and database before providing us access. --
-- If you have a staging site where the problem can be reproduced, it is better to share access to the staging site.--
Our second-tier supporter suggests the following. Since we see the message in the WPML -> Translation Management -> Tools screen, we must check if it still shows in a minimum environment.
1. Take a complete backup of your site.
2. Switch the theme to a default WordPress theme like Twenty Twenty-Four.
3. Deactivate all the plugins except WPML and its add-ons.
4. See if the message remains in WPML -> Translation Management -> Tools.
**** Important! Please make a full site backup (files and DB) before you proceed with those steps****
*** If your site is live, you might want to try those procedures in a staging environment.***
Do you still see the message there, or can you now see the screen with all its options?
Regards,
Itamar.
I have previously followed the same instructions but have just repeated the process again to no avail.
I confirm that I disactivated all the other plug-ins and switched to Twenty Twenty Four. I have attached the various screen snippets that show that it still goes around in circles and I am unable to obtain more credits.
"We do not block requests to such third-party sites and API interfaces. Would you please provide instructions on how to troubleshoot the issue? Please also request instructions from the WPML service on how to generate relevant logs for the issue that you are experiencing. This will allow us to investigate further."
