Problem: The client was unable to see the credits on their production and staging sites after restoring from a backup. Despite updating site keys and seeing discrepancies in credit display across different WPML account pages, the credits were not appearing correctly. Solution: We identified that new automatic translation account IDs were generated due to the restoration process, which led to the old credits not being assigned to the sites. We located the old credits and added them back to the client's WPML.org account. The client was advised to unregister and re-register WPML using new site keys for each domain to correctly assign the credits. Detailed steps included removing the current site key, generating a new one, and updating the WPML registration on the site's backend. Additionally, manual adjustments were made by our support team to ensure the credits were visible on the client's site.
If you're experiencing similar issues with WPML credits not showing correctly after site restoration or key updates, we recommend following the steps outlined in our documentation on how to assign automatic translation credits to your sites. If these steps do not resolve the issue, or if the solution seems outdated or irrelevant to your specific case, please check related known issues at https://wpml.org/known-issues/, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins. We highly recommend opening a new support ticket for personalized assistance at WPML support forum.
Problem: If you're experiencing an issue where WPML shows no credits for automatic translation despite having credits on your account, the likely cause is improper registration of WPML on your site. Solution: We recommend you unregister and then re-register WPML on your site by following these steps: 1. Log in to your WPML.org account and navigate to the Sites page. 2. Delete the existing site key. 3. Log in to your site, go to the Dashboard >> Plugins >> Add new >> Commercial tab and click the Unregister WPML from this site link if it exists. 4. Click the Register WPML link. 5. Click the Get a key for this site link. This will generate a new key for your site, and you can assign the credits using that popup. 6. Copy the new key, paste it into the input box on your site, and press the Register button.
If this solution does not resolve your issue or seems irrelevant due to being outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If further assistance is needed, please open a new support ticket at WPML support forum.
Problem: If you're unable to assign purchased DeepL credits for translation in WPML, it might be due to the automatic translation account ID being reset. This can happen if you uninstall/reset WPML or reinstall/set WordPress from scratch, causing a new ID to be generated and the credits to remain in the old account. Solution: We have located the credits on the older account and moved them to your current account. You should now be able to see them by navigating to WPML > Translation Management > Tools in the top-left area of your site. Please confirm that you can see the credits in the backend of your site.
If this solution does not resolve your issue or seems irrelevant due to it being outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the problem persists, please open a new support ticket.
Problem: The client is considering transitioning from a Multilingual CMS plan to a pay-as-you-go account and is unsure about what happens to the unused 90,000 credits and the differences between these subscription types. Solution: We recommend using the 90,000 credits included with your current Multilingual CMS subscription before switching to a pay-as-you-go plan, as these credits are part of your account benefits and incur no additional charges. After using these credits, you can activate the pay-as-you-go subscription if you need more credits. It's important to understand that the pay-as-you-go subscription, used for automatic translation functionality, is different from the WPML subscription required to use WPML on your site and access support. For more details on the features of the Multilingual CMS subscription, you can visit https://wpml.org/purchase/. To sign up for the pay-as-you-go option, visit https://wpml.org/documentation/automatic-translation/how-to-sign-up-for-pay-as-you-go/. For information on WPML automatic translation credit pricing, please check https://wpml.org/documentation/automatic-translation/automatic-translation-pricing/.
If this solution does not apply to your case, or if it seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If further assistance is needed, please open a new support ticket at WPML support forum.
Problem: The client recently purchased WPML and initiated auto translations to multiple languages before selecting their preferred translation services. They are concerned about having used up many of their translation credits on services they did not intend to use. Solution: 1. We confirmed that the client used a total of 5122 credits, with 2000 credits provided for free. Thus, from the total of 90k credits included in the subscription, only 3122 credits were actually used. The remaining 86878 credits are still available and can be viewed on the client's WPML account page. 2. We explained that translation credits once used cannot be refunded as detailed in our documentation: https://wpml.org/faq/can-i-get-a-refund-for-automatic-translation-credits/ 3. We provided guidance on how to change translation engines to only use DeepL: https://wpml.org/documentation/automatic-translation/how-to-change-automatic-translation-engines/ 4. We instructed how to retranslate already translated content by going to WPML > Translation Management and resending content for automatic translation: https://wpml.org/documentation/automatic-translation/#how-to-use-wpmls-automatic-translation
If this solution does not apply to your case, or if it seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If further assistance is needed, please open a new support ticket at https://wpml.org/forums/forum/english-support/.
Problem: Sie möchten von 'pay as you go' auf 'credits' umstellen und nach der Lizenzverlängerung sind die Credits nicht sichtbar. Solution: Wir haben eine neue Deposit für Ihr Konto erstellt. Bitte überprüfen Sie, ob die Credits jetzt unter wpml.org/account sichtbar sind. Falls die Credits immer noch nicht sichtbar sind, senden Sie uns bitte Ihre Automatic Translation Account ID. Diese finden Sie unter WPML > Support > Fehlerbehebung. Wir haben Ihnen Screenshots zur Verfügung gestellt, die zeigen, wo Sie diese Information finden können.
Falls diese Lösung für Sie nicht relevant ist, weil sie veraltet ist oder nicht auf Ihren Fall zutrifft, empfehlen wir Ihnen, ein neues Support-Ticket zu eröffnen. Wir empfehlen Ihnen auch, die Seite mit bekannten Problemen (https://wpml.org/known-issues/) zu überprüfen, die Version der dauerhaften Lösung zu verifizieren und zu bestätigen, dass Sie die neuesten Versionen von Themes und Plugins installiert haben.
Problema: Il cliente desidera sapere quanti crediti di traduzione sono stati utilizzati per traduzioni in cinese. Soluzione: Se stai cercando di calcolare i crediti di traduzione utilizzati per una singola lingua, ti consigliamo di accedere a WPML > Gestione Traduzioni > Tools. Qui puoi scaricare il report delle traduzioni effettuate, che include dettagli sulla lingua e il numero di parole tradotte.
Se questa soluzione non dovesse essere più rilevante, perché potrebbe essere datata o non applicabile al tuo caso, ti invitiamo a aprire un nuovo ticket di supporto. Ti consigliamo vivamente di controllare i problemi noti, verificare la versione della correzione permanente e confermare che hai installato le ultime versioni di temi e plugin. Per assistenza ulteriore, visita il forum di supporto WPML.
Problem: The client is managing translation credits for their site using the WPML plugin and encountered an issue where the site incorrectly shows zero translation credits despite having over 90,000 credits in their WPML account. Solution: We recommend the following steps to resolve the issue: 1. Log in to your WPML.org account and navigate to the Sites page: https://wpml.org/account/sites/ 2. Delete the site key for https://www.edenred.pt/ by clicking the trash icon. This action will return the assigned credits to your WPML.org account. More details can be found in this documentation: https://wpml.org/documentation/automatic-translation/why-credits-may-be-missing-and-how-to-fix-it/#removing-a-sites-registration-from-wpml-org 3. Log in to your site and navigate to Plugins >> Add New Plugin >> Commercial tab, then click the ‘Unregister WPML from this site’ link if available. 4. Click the ‘Register WPML’ link. 5. Click the ‘Get a key for this site’ link, generate the key, and assign the credits using the popup. 6. Copy the key, paste it back into the input box, and press the Register button.
If this solution does not apply to your case, or if it seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If issues persist, please open a new support ticket at WPML support forum.
Problème : Le client, Mathias, possède une licence 'lifetime' WPML et souhaite activer 2000 crédits sur plusieurs sites, certains affichant un crédit à 0. Il cherche également à récupérer et transférer les crédits de sites qui n'existent plus. Il a suivi la documentation mais ne trouve pas l'onglet 'Outils / Tools' pour effectuer le transfert. Solution : Nous avons confirmé que les 2000 crédits sont attribués uniquement lors de l'enregistrement d'un site et ne sont pas transférables entre les sites. Pour le site hoppen.care, nous avons manuellement attribué les 2000 crédits. Concernant l'onglet 'Outils / Tools' non trouvé, cela pourrait être dû à une version du plugin qui ne l'inclut pas ou à des permissions d'utilisateur restreintes.
Si cette solution ne résout pas votre problème ou semble dépassée, nous vous recommandons de vérifier les problèmes connus, de confirmer que vous avez installé les dernières versions des thèmes et plugins, et de vérifier la version du correctif permanent. Si nécessaire, n'hésitez pas à ouvrir un nouveau ticket de support sur notre forum de support.
Problem: The client is concerned about whether reinstalling WPML and retranslating the content on their development site will consume additional translation credits. Solution: We recommend ensuring that the migration is performed correctly. When WPML uses credits to translate content, this content is saved into the database. Therefore, as long as the migration preserves the database content, WPML should not re-translate the same content, and no additional credits should be consumed.
If this solution does not apply to your situation, or if it seems outdated, we highly recommend checking the related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. Should you need further assistance, please open a new support ticket.
