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[Resolved] Credits taken from one site were removed from the other as well

This thread is resolved. Here is a description of the problem and solution.

Problem:
The client migrated their website from tretjioder.si to Thirdstage.eu and encountered an issue where the WPML dashboard showed 30,000 credits, but the webpage displayed 0 credits.
Solution:
1. We identified that the client had multiple automatic translation accounts, which led to credits being stuck due to the migration.
2. We moved the credits back to the client's WPML.org account.
3. We instructed the client to:
- Visit https://wpml.org/account/sites and remove the existing key for the current site.
- Generate a new key and copy it.
- Go to the site's backend > Plugins > Add new > Commercial > UN-register WPML from the old key > Re-register WPML with the new key.
4. After re-registering, the client should assign the credits back to their site by following the steps at https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/.

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This topic contains 1 reply, has 2 voices.

Last updated by Mihai Apetrei 1 year, 10 months ago.

Assisted by: Mihai Apetrei.

Author Posts
January 12, 2024 at 8:25 am #15177632

vladimirB-21

Tell us what you are trying to do?
We migrated the page from Tretjioder.si to Thirdstage.eu. Some credits remained on tretjioder.si, and I recently removed them from that site - however it has removed it from Thirdstage.eu as well. The WPML dashboard shows 30.000 credits on Thirdstage.eu, however the webpage shows 0 credits.

Is there any documentation that you are following?
/
Is there a similar example that we can see?
/
What is the link to your site?
thirdstage.eu
January 13, 2024 at 12:02 am #15180825

Mihai Apetrei
WPML Supporter since 03/2018

Languages: English (English )

Timezone: Europe/Bucharest (GMT+02:00)

Hi there.

From what I was able to find, you had multiple automatic translation accounts at some point and I found a total of 30000 credits that probably got stuck. So that is why you were not seeing the credits anymore because you are currently using a different automatic translation account than the one you were using before. This usually can happen when you migrate sites or reset the site or reset WPML.

I moved those credits back to your WPML.org account.

Please now go here (https://wpml.org/account/sites) > remove the existing key for the current site > generate a new one > then copy it and go to your site's backend > Plugins > Add new > Commercial > UN-register WPML from the old key > Re-register WPML with the new key.

Then, you should be able to go here (https://wpml.org/account/) and follow the steps from the URL below to assign the credits back to your site:
https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/

I hope that you will find this information helpful. 🙂

Please let me know how things go.

Mihai Apetrei