Since that is a commercial plugin, we ask that you please go to their official support channel, so you can get support from the people who know it best: https://wpml.org/forums/forum/english-support/
Forum volunteers are not given access to commercial products, so they would not know why it is not working properly. Other community members who may have faced your issue might be able to help you but your best bet is your product’s developer. Keep in mind we encourage you to use the official support venues, as it allows the developers to be aware of issues with their code and gives back to the community in a more robust way.
Moderator
t-p
(@t-p)
If you use a commercial theme or plugin and need support, please go to their official support channel. In order to be good stewards of the WordPress community, and encourage innovation and progress, we feel it’s important to direct people to those official locations.
WPML: https://wpml.org/forums/forum/english-support/
Forum volunteers are also not given access to commercial products, so they would not know why your commercial theme or plugin is not working properly. This is one other reason why volunteers forward you to the commercial product’s vendors. The vendors are responsible for supporting their commercial product.
