Background of the issue:
I am trying to translate 24 products, approximately 7000 words, using WPML and DeepL on my site hidden link. This is the second time I have reached out because I have not received confirmation that a support ticket has been opened.
Symptoms:
WPML took 92000 credits for translating 7000 words, which seems excessive.
Questions:
Why did translating 7000 words consume 92000 credits?
How can I confirm that my support ticket has been opened?
The word count is an estimate, not the actual words that may need to be translated.
For example, there may be some custom fields that contain translatable content that may be missed in the estimation. Are you using any custom fields or product add-ons that might add hidden text counted as words?
To how many languages did you translate the products?
I’m afraid the issue isn’t on my end—there seems to be a technical problem with your system.
My client had 92 000 credits. After translating only 24 products into one language, the system counted roughly 7 000 words. Using DeepL, that should have cost about 14 000 credits, yet the entire balance was deducted.
I need to keep working, but I can’t proceed without those credits. I don’t plan to purchase more; please refund the credits that were taken in error.
Thank you for assigning the credits to my site rebelskin.pl—the automatic translation started right away.
Unfortunately, after translating only 10 products I received the same message: “Out of credits.” (see screenshot 1).
Each product contains roughly 350 words (screenshot 2), so the total word-count should not have exhausted the available credits. I have used WPML for other clients and have never experienced this, even on much larger sites with fewer credits.
I would like to switch to the pay-as-you-go model, but only if I can monitor exactly how many credits are being used. Is there a log or report I can review? It looks as though an error may be consuming credits incorrectly.
Can you please edit a product translation and check if in the editor you see text that should not be translated? Maybe custom fields that contain CSS or other theme or plugins options? This may be increasing the credits usage and may not be taken into account in the word count estimation.
I already check and there are products that used above 2000 credits, which seems to be a lot for the visible words. You can check the logs in WPML -> Translation Management -> Translation tools -> Automatic translation usage reports.
If I understand the format correctly, the figure 4508 represents the number of credits deducted for this single product. That can’t be right—it contains only two custom-field values (just numbers) and a short description. No custom CSS is injected; the site uses the same theme I’ve run on other WPML projects without any issues.
If it helps, I can provide you with temporary admin credentials so you can investigate directly.
I would like to request temporary access (wp-admin and FTP) to your site to take a better look at the issue.
It would be better to a testing site where the issue is replicated.
The information you will enter is private which means only you and I can see and have access to it.
Maybe I'll need to replicate your site locally. For this, I'll need to temporarily install a plugin called “Duplicator” or "All in One WP Migration" on your site.
This will allow me to create a copy of your site and your content.
Once the problem is resolved I will delete the local site.
**IMPORTANT**
- Please make a backup of site files and database before providing us access.
- If you do not see the wp-admin/FTP fields this means your post & website login details will be made PUBLIC. DO NOT post your website details unless you see the required wp-admin/FTP fields.
