Translation problem

Resolved omahoung
(@omahoung)

1 month ago

Hello,

I am experiencing an issue with your plugin where sometimes the translations for labels (such as the “Accept” or “Settings” button labels) do not appear correctly on the front-end. Despite providing a video demonstration and detailed steps to replicate the issue, the problem has not been resolved.

I am using WordPress version 6.1.1 and the latest version of your plugin. The issue occurs consistently when I try to save settings on the back-end.

Initially, about 3 weeks ago, I opened a ticket on this forum but I was directed to open a support ticket on your own forum. Unfortunately, I have not received any response or indication of a solution to the issue. The few responses I did receive were requests for additional information that I had already provided.

Additionally, I noticed that my support ticket on your forum has been set to private, which means other users cannot see the issue or contribute to the conversation. I’m wondering if this is standard practice for all support tickets, and if there’s a reason why other users can’t see it. I’m hoping to receive some assistance through this public WordPress.org support page as well. Could you please advise on a solution to this problem?

Thank you.

Viewing 6 replies - 1 through 6 (of 6 total)

Plugin Author Moove Agency
(@mooveagency)

1 month ago

Hi @omahoung

Thanks for using our plugins.

As mentioned on our official support forum, we need a temporary access to your site to check why the translations are not be working for you.

If you can provide that (using our support forum, not on this public site), that would be great.

Thanks

Thread Starter omahoung
(@omahoung)

1 month ago

Hello,

Thank you for your response. However, as I have previously mentioned, I am unable to provide you with access to my local environment. I have provided a video demonstration and detailed steps to reproduce the issue, which can be easily replicated on a fresh WordPress installation with only your plugin installed.

Furthermore, I believe this issue may potentially affect other WordPress installations as well, and not just me.

Regarding your support forum, I have been disappointed with the lack of response and transparency. I have noticed that some topics are hidden, and I have not received a resolution to my issue despite following the steps you requested.

Therefore, I would prefer to receive a solution to my problem on this forum, which is a more transparent and adequate place to discuss and resolve issues.

Thank you for your understanding.

Moderator Jan Dembowski
(@jdembowski)

Forum Moderator and Brute Squad

4 weeks, 1 day ago

As mentioned on our official support forum, we need a temporary access to your site to check why the translations are not be working for you.

Temporary access to your site. That could get a person banned from this site and put their plugin on this site in jeaopardy.

I’ll come back to that soon.

@omahoung Are you a paying customer of this developer? It is a very important question.

Thread Starter omahoung
(@omahoung)

4 weeks, 1 day ago

Thank you for your response. I am not a paying customer of this developer, I use the free version of the plugin available on wordpress.org. I understand your concerns about providing temporary access to a site. The plugin’s author asked for credentials on their own website forum, not on wordpress.org. However, as I have mentioned before, the issue can easily be replicated on a fresh WordPress installation with only the plugin in question installed. I believe this is a bug within the plugin and not related to my specific setup.

If I am not mistaking, plugin authors are encouraged to use the WordPress.org support forums as the primary source of support for their plugins. While they are allowed to have their own support forums, they are expected to have a presence on WordPress.org as well. As such, I feel it is appropriate to request support for this issue on the WordPress.org support forums and that the topic should not be marked as “Resolved” until a solution has been found. Thank you for your attention to this matter.

Moderator James Huff
(@macmanx)

Volunteer Moderator

4 weeks, 1 day ago

Just to reiterate @mooveagency the rule is “Do not post, offer, or ask for login information, even test IDs and test passwords [on our forums].” https://wordpress.org/support/guidelines/#the-bad-stuff

And this:

we need a temporary access to your site

is an ask for login information, even test IDs and test passwords, on our forums.

Despite repeated warnings, this is the fourth time you have broken a rule here. If it continues, we will be reporting you to the Plugins Team, who will reach out to you regarding https://developer.wordpress.org/plugins/wordpress-org/detailed-plugin-guidelines/#9-developers-and-their-plugins-must-not-do-anything-illegal-dishonest-or-morally-offensive

Plugin Author Moove Agency
(@mooveagency)

3 weeks, 5 days ago

Hi @jdembowski and @macmanx

Thanks for letting us know. We weren’t aware that there is such rule about login information.

We are also asking our premium users to use our premium support forum since 2020 so hopefully that issue is also resolved now.

We have also read the forum posting guidelines in detail today, so hopefully we won’t break them unknowingly again.

Thanks everyone.

Viewing 6 replies - 1 through 6 (of 6 total)

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