[Waiting for user feedback] Credit transfer

Hello,

On our system, it looks like the site is currently registered on another user account with the email simon@incenteev.com.

Please contact that person and ask them to remove the site from wpml.org.

If removing the site form this account is not an option, please let us know.

Best regards
Andreas

I can not remove it myself, but I can consult the systems team about it. The only issue with that is, that are all on the weekend already.

Why can you not remove the site from the user's account?

Does the site not show up or do you get any error when you try to delete it?

You will need to delete it here:
https://wpml.org/account/sites/

Thank you, it looks like this was a user account for one site only, and this is why you can not remove the site.

What you could do here is go to https://wpml.org/account/ and on the top left you should be able to change the site URL for the registered site. I will follow up with our systems team about it, if needed but first please answer the following question:

- Was this site moved to another server or did the domain provider change since September 2024?

The error message you received when trying to assign credits said, please try again later. Did you try to assign credits today again?

If it still does not work:

Could you please send me a screenshot from WPML > Support > Troubleshooting.

In the top section, you should see the ID of the site for usage of the Advanced Translation Editor. Please send me a screenshot of this ID.

For an example, see screenshot.

It looks like your site is not using the correct site key, which means that it is still running on our systems using the site key from being registered with the other mentioned account.

Please revise:
https://wpml.org/account/sites/

The site key that you registered for the site should end on ******rW9f.

Make sure to enter the correct site key on Plugins > Add new > Commerical when registering WPML. If WPML is already registered, unregister it, then add the correct site key.

If this will not solve the issue:

1) Go to https://wpml.org/account/websites/

2) Delete the site URL from the list.

3) Re-enter the site URL. This will create a new site key.

4) Click "Show key" and copy it.

5) Enter the key under Plugins > Install > Commercial (tab) to re-register WPML. If WPML is still registered there, deregister it first.

Regarding registering WPML again I was referring to your current account.

If you wish you can provide me admin access and I can try to register WPML using the correct site key.

I would like to request temporary access (wp-admin and FTP) to the website to investigate the issue further.

You can find the required fields below the comments section when you log in to leave the next reply. The information you provide is private, meaning only you and I can see and access it.

IMPORTANT
Please be sure to back up your website and database before granting us access.
If you can't see the "wp-admin / FTP" fields, your post and website credentials will be set to "PUBLIC." DO NOT publish the data unless you see the required wp-admin / FTP fields.

The private reply form looks like this:
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Click "I still need assistance" the next time you reply.

Video:
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Please note that we are required to request this information individually on each ticket. We are not permitted to access any credentials that were not specifically submitted on this ticket in the private response form.