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Plugin support

Getting help with the Loco WordPress plugin

If you need help using our WordPress plugin, please post your question in the official plugin support forum and not by email.

Before posting a question please check the most commonly asked questions and if you haven't done so already, try running through the beginner's guide. If your question is not specifically related to our plugin, you may find you get better results asking in a general WordPress forum.

What support is available?

We'll provide support for anything that directly relates to the functioning of our plugin. That includes:

  • Fixing reproducible bugs.
  • Listening to feature requests.
  • Providing help using the configuration tools.
  • Answering general questions about how it works and best practices.

What support is NOT available?

There are many common problems that fall outside of what we can help with. These include:

Please don't ask us why your translations don't show up. We do NOT provide help with translations not displaying on your website. In the vast majority of cases this is due to the theme or plugin you're translating. See translation problems below for advice.

Reporting bugs

We want to fix bugs, so if you find one please report it in the support forum.

When reporting a bug please provide good diagnostics, or we won't have anything to investigate. If you see an error message, please post the full text of the message. If the error isn't very descriptive then look in your log files for more detail.

Posting a screenshot of something not working is usually not useful. We must be able to reproduce your issue on our own servers using the information you provide, and with code we can download. If the issue involves a specific theme or plugin we must be able to install it for FREE.

Most problems aren't bugs. Very few genuine bugs get reported to us, but when they do we fix them quickly. The majority of problems are caused by external factors or errors in specific themes or plugins. If we don't respond to a bug report, this will likely be the reason.

Configuring themes and plugins

It's common to see warnings that a theme or plugin is not configured. This means Loco Translate can't make sense of how the author set it up, and needs to be told. We understand this might be too technical for some WordPress users and will help if we can.

  • Open source bundles
    We will help you configure Loco Translate to work with any theme in the WordPress theme directory, or any plugin in the plugin directory. If you include the relevant download link in your support request we'll try to help you get it working.

  • Commercial bundles
    We offer no support for configuring Loco Translate to work with commercial themes or plugins. Please contact commercial vendors for help translating their products. They may tell you to use other software, in which case you should follow their guidance.

Please post a download link. Posts about specific themes or plugins must include a free download link to the source code. Posts without this information will not be answered and we don't provide support for translating products that require a commercial license.

Translation problems

By far the most common support requests we receive are along these lines:

  • Translations are not showing up, or certain strings stay in English;
  • You can't find the phrases from your site that you want to translate.

We're asked every day to solve these kinds of issues, but Loco Translate (as with any file editor) is unlikely to be the cause of your trouble. We've tried to offer some self-help approaches in our FAQs, but this kind of problem is almost always external to our plugin. It's also likely to be very specific to whatever you're translating and we can't help you debug issues with specific themes or plugins.

Try these FAQs:

Our plugin is installed on over a million websites. It's not physically possible for us to investigate every translation problem encountered, especially when 99% of these problems will not be due to our file editor. WordPress localization is not simple and not user friendly. Learn more about it, try a different file editor. Just please don't demand that we investigate your problem unless you can demonstrate that our software is the cause.

Coding problems

We can't help you with general problems around writing or internationalizing your code, or how to load translation files.

Server problems and HTTP errors

We don't offer any help diagnosing server problems or HTTP errors.

We strive to ensure that our plugin works on any server that can run WordPress, but we can't be responsible for the configuration and running of a million websites. The only help for solving technical issues is in these FAQs.

We're aware that some people have problems saving large translation files using Loco Translate. Some hosting providers block the posting of large files. This is covered in the FAQs on General Ajax Errors and the Request Entity Too Large error.

Please don't send us passwords. Logging into your server to diagnose a fault is beyond the level of support available.

Support channels

The forum is the only place we will respond to plugin support requests.

Please don't email us asking for WordPress help (that includes submitting our contact form). By answering your question in a public forum we make the solution available for the next person who has the same problem.

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