Problem: You are experiencing an issue where your WPML account status is showing as inactive on your WordPress site hosted on Pantheon, despite having an active key. Additionally, the credits are not displaying on your website. Solution: If you're facing this issue, we recommend you try the following steps: 1. Create a full site backup. 2. Navigate to Plugins -> Add new -> Commercial tab -> Unregister the site. 3. Visit your wpml.org account and delete the site. 4. Return to Plugins -> Add new -> Commercial tab -> Click on the link that appears right below the field to paste the registration key. 5. Generate a new key and register the site with it. 6. Double-check if the error has disappeared.
This solution might be irrelevant if it's outdated or not applicable to your case.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 issue persists, please open a new support ticket at WPML support forum.
Problem: The client is experiencing an issue where their site is showing as inactive in their WPML account despite attempts to deregister, re-register, and update plugins. They are also trying to add credits and translate pages. Solution: We discovered an old registration for the client's website associated with another WPML account. We have taken action to resolve this from our side. We ask the client to check if their site now appears as registered and confirm the credit allocation, which should be 30,000 credits on their WPML.org account, with 58,744 credits assigned to their site. If the problem persists, the client should provide a screenshot of their account pages from https://wpml.org/account/sites/ and https://wpml.org/account/manage-credits/. Additionally, we recommend backing up site files and database before providing access for further assistance. For privacy and security policies, please visit https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/.
If this solution does not resolve the issue or seems irrelevant due to being outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent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: The client switched from a development site to a production site and found that AI translation credits were not transferred. Additionally, the client was unable to add credits to the production site. Solution: 1. Log in to your WPML.org account. 2. Navigate to Register WPML on your sites in the left sidebar. 3. Locate your development site and select Add/remove credits to remove the credits. 4. Find your production site in the same section and click Add/remove credits to assign the desired number of credits. 5. If access to the development site is lost, delete its site key using the trash icon to return the credits to your WPML.org account, then assign them to the production site. 6. After assigning the credits, visit WPML → Translation Management on your production site to ensure the credits are available. 7. If the credits still do not appear, try unregistering and re-registering WPML on the production site with a new site key.
If these steps do not resolve your issue or if the solution seems outdated or irrelevant 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 needed, please open a new support ticket at WPML support forum for further assistance.
