WPML

Before Asking WPML for Support – Troubleshooting Checklist

Most WPML problems have a self-serve resolution. Walking through this checklist before you ask for support saves time on both sides and resolves the issue outright in many cases. When the checklist doesn’t resolve it, you’ll have the information Support asks for first ready to include in your question.

  1. Make Sure the System Meets WPML’s Minimum Requirements

    Open WPML > Support. The page shows a warnings panel at the top if your site is below WPML’s minimum requirements: PHP version, required PHP extensions (SimpleXML and others), memory limit. The panel lists each unmet requirement with what to do about it.

    If anything in the panel is flagged, fix that first. Many “WPML is broken” symptoms are actually “the server is short on resources.”

  2. Update Everything

    Outdated versions of WPML, WordPress, themes, or other plugins are the second most common cause of WPML problems.

    • WPML and its add-ons. Open WPML > Activate & Update, click Check for updates, install any that are available. See Updating WPML.
    • WordPress core. Update through Dashboard > Updates.
    • Theme and other plugins. Update through Plugins > Installed Plugins and Appearance > Themes.

    Re-test the symptom after each batch of updates.

  3. Check for a Conflict

    If the symptom appeared after installing a new plugin or switching themes, that’s the prime suspect. Even when nothing recent changed, a plugin or theme update can be the cause.

    • Deactivate other plugins one at a time (or in halves), retesting after each step.
    • Switch to a default theme (e.g., Twenty Twenty-Four) temporarily. If the symptom disappears, the theme is the cause.

    When you find the trigger, that’s information WPML Support needs.

  4. Try the Relevant In-Admin Tool

    Most symptoms have a dedicated tool in WPML > Support. Use the search box at the top of that page and type the symptom: “stuck translation”, “language data”, “cache”, “duplicate”, “comments”. The right tool appears.

    The Safe to run yourself tier is, as the label says, safe. Run Fix translations if translations look stuck; run Fix language data if language assignments look wrong. See The troubleshooting tools in WPML > Support for a tool-by-tool reference.

  5. Look at the Relevant Log

    If the symptom is intermittent or hard to reproduce, the read-only Logs tier on WPML > Support often has the answer. The Communication log shows API traffic between your site and translation services; the Advanced Translation Editor error logs show server-side errors; the Translation management job logs show what happened to specific translation jobs.

    See Logs for which log to reach for in which situation.

  6. Gather Debug Information

    If the symptom is still there after the steps above, collect the debug info now. Support will ask for it first.

    1. Open WPML > Support > System check.
    2. Copy the Debug information block to the clipboard.
    3. Scroll to the Installed plugins section at the bottom of the WPML > Support page and click Copy list to clipboard.
    4. Paste both blocks into your support question.

    See Sharing debug information with support for what to include and when Support needs a copy of the site itself.

  7. Ask Your Question

    If the checklist above didn’t resolve it, ask a question in WPML support. In your question:

    • Describe the symptom. What you see, what you expected, when it started.
    • List what you’ve already tried. The steps above, plus anything else.
    • Paste the debug information and installed-plugins list you collected in step 6.
    • Tick Share diagnostic information with WPML Support on the WPML > Support page if you want Support to read live debug info directly from your site. The checkbox is opt-in; you can turn it off at any time.

    A question with this information attached is something Support can act on immediately.