This article summarizes common problems, troubleshooting steps, and the scope of available technical support to help quickly locate issues such as "queue not moving, task failure, delivery failure, and abnormal billing".

I. Frequently Asked Questions (FAQ)

1) Which websites and content types are supported?

It supports multilingual content managed via WPML, including articles, pages, and custom content types supported by WPML (subject to the actual site configuration).
Translation tasks are based on the XLIFF tasks in the WPML queue and are automatically delivered back to WPML upon completion.

2) What are the main differences between the free version and the paid version?

• Free: Machine translation (MT) is supported only.

• Paid subscription: Supports LLM translation, selectable Prompt template (b2b / b2c / tech_doc / creativeIt supports configuring custom website profile prompts and allows users to bring their own API keys (without consuming subscription credits).

3) How is LLM translation billed? Why is the cost less/more than expected?

LLM is settled based on actual input/output tokens, and the cost is related to the unit price of the selected model.
Because the system extracts translatable text/nodes and minimizes invalid content (such as HTML tags and structures), it usually saves fewer tokens than "translating the entire text directly".
High consumption may be caused by: duplicate content, long paragraphs, large amounts of visible text, or increased retries. The final consumption record will be used as the definitive indicator.

4) Why did the task fail? Will I be charged if it fails?

Failure may be triggered by the following reasons:

• Unstable model output, server-side rate limiting/timeout

• The content structure is complex (placeholders, nested tags, abnormal encoding).

• Invalid API Key/Insufficient Balance/Insufficient Permissions/Regional Restrictions

• Network error or insufficient site pushback permissions

Failed tasks may also incur partial costs (e.g., a request has been sent and a partial result has been returned), and the settlement will be based on the actual costs recorded by the system.

5) Will my subscription amount still be deducted after enabling the built-in API Key?

After enabling the built-in API Key, translation requests will use the built-in Key and will not consume subscription credits. The cost will be included in the built-in Key billing by the third-party service provider.
The system will still record tasks, status, and consumption details (for reconciliation and troubleshooting).

6) How to choose a Prompt template? What should be included in a custom website profile Prompt?

• b2bProducts/solutions, enterprise services, with a strong emphasis on professionalism and rigor.

• b2cConsumer-oriented, with a focus on nature and friendliness

• tech_docTechnical documentation/help center, accuracy consistent

• creativeMarketing/Creative Copywriting, Focusing on Expression and Style

Custom website profiles should ideally include:

• Brand tone (concise/authoritative/lively, etc.)

• Target audience and product background

• Terminology preferences and disabled expressions

• Style preferences for titles/buttons/CTAs

7) Is a glossary available?

The glossary feature will be launched soon. The final version will be subject to the feature page description and engine support information.

II. Troubleshooting Guide (Quickly Locate Problems Based on Symptoms)

Symptom A: There are tasks in the WPML queue, but they are not visible in the task list or are not processed.

Priority checks:

1. Has the site been successfully bound?: Go to "Site Management" to confirm the status is normal

2. Is the site authorization/key expired?If you have changed the domain name, HTTPS, or caching strategy, it is recommended to re-verify the binding.

3. Has the WPML queue truly entered the "pending translation" stage?: Confirm that the task has been assigned to the queue and has not been taken over by other translation services.

4. Have the site tasks exceeded the package's site limit?Exceeding the limit may result in the task not being taken over.

5. Does the system have queue delays?There may be queues during peak hours; please refresh the task status later.

If still ineffective: Export the time point of the problematic task, task ID (or task title/language pair) and submit a support ticket.

Symptom B: The task displays "Failed/Abnormal".

Check in order:

1. Check the reason for failureOpen the task details in "Translation Task" and record the error messages.

2. Confirm engine and permissions

   • Free Package: Confirmed that the LLM engine was not selected.

   • Includes a built-in API Key: Confirm Key validity, sufficient credit limit, and correct permissions.

3. Reduce complexity and retry

   • First, use machine translation to verify if the process is successful.

   • Switch back to LLM and use the more stable Prompt (preferred).tech_docorb2b）

4. Content structure issues

   • If the content contains a large number of placeholders/shortcodes/complex HTML, it is recommended to split the page or reduce the amount of content in one task.

5. Rate limiting/timeout

   • Replace engine/model

   • Avoid submitting too many tasks in a short period of time

Symptom C: Translation completed but not pushed back to WPML / Results not visible in WPML

Key areas of inspection:

1. Does WPML allow receiving write-back?Are the site permissions and WPML status normal?

2. Site firewall/WAF/security plugin blockingThis often occurs when callback interfaces are intercepted.

3. Caching causes display delayRetry after clearing page cache/object cache.

4. Is the task currently in a "pending review" status?Some WPML processes require manual confirmation before publishing.

Symptom D: Formatting errors/abnormal tags/missing placeholders appear after translation.

Recommended action:

1. Prioritize switchingtech_docPrompt Template

2. Add constraints to the custom website profile Prompt, for example:

   • "Keep all placeholders/variables/shortcodes unchanged"

   • Do not translate HTML tags and attributes.

3. If the problem only occurs on a few pages: split the page or reduce the size of the text blocks translated at one time.

4. If the issue can be reproduced: Provide the original page type and language pair, and submit for location support.

Symptom E: Charges do not match expectations / Credit limit decreases too quickly

Verification steps:

1. Check if it exists in "Task Consumption Details":

   • Multiple retries incur additional overhead.

   • Repeated execution of the same task

   • The longer model output leads to an increase in output tokens.

2. Please confirm whether the built-in API Key is enabled (the built-in Key does not use subscription fees, but third-party billing may increase).

3. If you suspect an anomaly: Submit "Task ID + Time Range + Engine/Model" for verification.

III. Scope of Technical Support Available

Supported channels (landing on the page is recommended)

• Work order/email support (recommended): Used for troubleshooting failures, handling rollback anomalies, and verifying charges.

• Documentation and FAQs: Common configurations, troubleshooting steps, best practices

Assistance available

• Troubleshooting installation and binding issues (site verification, permissions, callback failures)

• Troubleshooting and Recommendations for Queue Not Processing/Task Failure

• Engine configuration and Prompt usage recommendations (select according to scenario)

• Transaction details verification and anomaly investigation (based on task records and logs)

Not within the scope of support (please clarify).

• Modify WPML configuration or third-party plugin code on your behalf

• Billing disputes and refunds from third-party model providers (with their own API keys)

• Forced bypass that conflicts with site security policies (such as disabling firewall rules).