From what I can see in our database, there's 2 different customers that registered a WPML key for this domain: hidden link
One of them (the most recent one) is your account and there's another older account (where WPML shows as active - "koen", not sure if this tells you something but I think that key needs to be removed from that other account)
Hi Mihai, yes that makes sense. I asked the person managing the other account to remove the key, hopefully that will fix the problem. However, if I can't reach out to that person, do I have any other alternative?
Hi Mihai, as a matter of fact I'm not being able to reach out to the owner of the other account, so could we try and get this solved somehow with an escalation? Thanks!
2. I would like to request temporary access (wp-admin and FTP) to your site to take a better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. The information you will enter is private which means only you and I can see and have access to it.
Our Debugging Procedures
I will be checking various settings in the backend to see if the issue can be resolved. Although I won't be making changes that affect the live site, it is still good practice to backup the site before providing us access. In the event that we do need to debug the site further, I will duplicate the site and work in a separate, local development environment to avoid affecting the live site.
- Please make a backup of the site files and database before providing us access.
- If you do not see the wp-admin/FTP fields this means your post & website login details will be made PUBLIC. DO NOT post your website details unless you see the required wp-admin/FTP fields. If you do not, please ask me to enable the private box.
To further debug the problem I’d like to replicate your site locally.
I will need your written approval to be able to duplicate your site using a plugin called "Duplicator" (or a similar one depending on your hosting's permissions list) and test your site on a testing environment - can you please let me know if this is ok with you?
After we find a solution for this or after we figure out if there's a real issue or if it is just a false positive notification, the duplicated site will be deleted.
