WPML

Sharing WPML Debug Information With Support

WPML’s support team asks for the same handful of things on most support questions: the Debug information block from WPML > Support > System check, a copy of the site or its database, browser console output, and a few others. This page describes each one and where to get it, so you can paste the right details into your ticket up front. For everything to walk through before asking for support – minimum requirements, updates, conflict checks, the self-serve checklist – see Before asking for support.

Copy the Debug Information Block From System Check

Open WPML > Support > System check. The page shows a Debug information block: PHP version, WordPress version, every WPML plugin and its version, server environment, language configuration, and configuration values WPML reads from wp-config.php. Click Copy system info to clipboard at the top of the block, then paste it into your ticket.

This block tells Support what version of everything you’re running and what the site’s current configuration looks like. It’s the baseline before any deeper investigation.

Copy the Installed Plugins List

Scroll to the bottom of WPML > Support. The Installed plugins section lists every plugin on the site, its version, and whether it’s active or inactive. Click Copy list to clipboard and paste it into your ticket.

Plugin conflicts are one of the most common causes of WPML symptoms. Support uses this list to spot known incompatibilities and to ask the right follow-up questions.

Copy the Relevant Log

For symptoms that touch translation services, the WPML > Support > Communication log captures the API traffic between your site and the translation backend. If translations are failing in a non-obvious way, copying the recent log entries into the ticket gives Support the exact server-side response.

For symptoms inside the Advanced Translation Editor, the Advanced Translation Editor error logs capture server-side errors ATE encountered.

For symptoms with translation jobs (jobs not starting, jobs not completing, jobs disappearing), the Translation management job logs show the lifecycle of each job.

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

Share Live Diagnostic Access With Support (Optional)

The WPML > Support page has a Share diagnostic information with WPML Support checkbox at the top. Tick it to let WPML’s support team read your site’s debug info directly. No passwords or personal data are shared – only the debug-information block.

This is faster than pasting blocks into a question because Support can re-read fresh data as the conversation progresses. You can turn it off at any time from the same checkbox.

When Support Asks for Debug Logs

For deeper issues (strange ATE behavior, race conditions, intermittent failures), Support sometimes asks for the full WPML debug log, which is more detailed than the Debug information block.

To enable debug logging:

  1. Add define( 'WP_DEBUG', true ); and define( 'WP_DEBUG_LOG', true ); to wp-config.php before the “That’s all, stop editing!” line. WordPress will start writing PHP errors and warnings to wp-content/debug.log.
  2. Reproduce the symptom on the site.
  3. Open or download wp-content/debug.log and copy the relevant section (filter by timestamp around when the symptom occurred).
  4. Paste into your support question or attach as a file.
  5. Turn WP_DEBUG back off afterwards. Leaving it on in production is a security risk because errors include path information.

For the full procedure including filtering WPML-specific entries, see the Debugging WPML reference.

When Support Asks for a Copy of the Site

For issues Support can’t reproduce from logs alone, they may ask for a copy of the site to investigate. The standard way is to use a backup or staging tool to package the whole site and share it through WPML’s secure upload form (Support will give you the link when they ask).

Recommended tools for the package step:

  • Duplicator. Packages the database and files into a single archive plus an installer script.
  • All-in-One WP Migration. Similar packaging, slightly different format.
  • Your hosting provider’s built-in staging/clone tool (if it produces a portable archive).

Before you share the copy:

  • Make sure you’re sharing a copy of the site, not access to the live site itself.
  • Strip personal data from the database if your site has customer data (Duplicator and AIOWP have export options for this).
  • Confirm that you’ve got a working backup of production before you make changes based on what Support finds on the copy.

WPML handles the site moving between servers case automatically; the send a copy to Support case is the one where you’re packaging the site for someone outside your hosting environment to spin up locally.

Finding Your WPML Account Credentials

If Support asks which WPML account this site is registered under and you don’t remember:

  • The masked sitekey on WPML > Activate & Update identifies which key the site uses (e.g., ******abcd). Match it against the sites listed in your WPML account.
  • If you’ve lost access to the account email, search your inbox for messages from accounts@wpml.org. The original account-creation email contains the credentials.