Problem: The client's account was accidentally charged €100.00 for 195,000 automatic translation credits due to an unintended full-site re-translation on a staging copy, not the live site. The staging copy shared the same site key/credit pool as the live site, causing the 'Translate Everything Automatically' feature to activate unintentionally. Solution: We discussed the client's proposal to exchange the mistakenly used credits for a complimentary license renewal with our team. We approved this suggestion and proceeded to extend the client's subscription for an additional year in lieu of reversing the charge.
If this solution does not apply to your case, or if it seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have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. Should you need further assistance, please open a new support ticket at WPML support forum.
Problem: The client has paid their invoice via Stripe but is unable to manually add strings for translation, receiving a notification that the payment has not been processed. Solution: We recommend contacting our accounts team at hello@wpml.org to check the status of your payment. It's possible that the payment has not yet been processed. Once confirmed and processed, you should be able to add strings for translation.
If this solution does not resolve your issue or seems outdated, please check the related known issues at https://wpml.org/known-issues/, verify the version of the permanent fix, and confirm that you have installed the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. If the problem persists, we highly recommend opening a new support ticket for further assistance.
