Hi @oskar6522,
Thank you for getting in touch! We are really sorry for your experience. We checked your request and we see that the agent explained why the data was requested – to check the language files of the plugin and the translations. Since the issue is not replicated in the testing environment – the support agent made a conclusion that the problem occurs on your website only, that’s why it was requested for access.
Since you contacted the support team via email for premium support (unlike the WordPress support forum) it is allowed to request this kind of data. There are several reasons for the issue: incorrect translation process (added the translations direct in the language file template instead of the translation file), not updated language template after the plugins’ updates, not synced translation file after the language template updated, the incorrect translation file location, the blocked translation for the strings, etc.
Please kindly note that because of a big amount of requests we are not able to send follow-ups for each request where a client is not getting back to us. Moreover, the system is closing the tickets after 5 days of the topic starter inactivity, so since you never replied to our support agent, the system closed the topic automatically.
The support agent has contacted you today accordingly, so if you need assistance, please contact her back.
Kind regards
