Problem: The client has added 27000 credits to their site, but the credits are not updating on the site. Solution: We recommend the following steps to resolve the issue: 1. Deregister the website by navigating to Plugins > Add New > Commercial tab and clicking on the deregister option. 2. Visit https://wpml.org/account/sites/ and remove the website from the list by clicking on the trashcan icon. 3. Register the website again. 4. Go back to the Plugins > Add New > Commercial tab on the website and register with the newly generated key. 5. Add credits to the website through https://wpml.org/account/.
If this solution does not apply because it is outdated or not relevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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 issue persists, please open a new support ticket with us for further assistance.
The client has translation credits on a staging site that cannot be accessed to return them to the admin account. The site appears on the WPML account page but is not listed under connected sites, and the key is not registered on the sites page.
, we recommend the client try unregistering and re-registering the site with a new site key to see if it becomes available in the list of sites using prepaid credits. We provided documentation links for assistance:
