[Resolved] Site is using pay as you go instead of credits
This thread is resolved. Here is a description of the problem and solution.
Problem: The client's WPML account was set to Pay As You Go, and they were charged despite having free credits available. Solution: We confirmed that while Pay As You Go is active, new credits cannot be assigned. However, any existing credits will be used before Pay As You Go charges apply. To use credits in the future, the client needs to cancel the Pay As You Go subscription first and then assign credits to the site. We adjusted the account to ensure that existing credits are used first, and we are currently reviewing the Pay As You Go invoice to potentially adjust it.
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I’m writing as it appears my WPML account has switched to Pay As You Go, rather than using the free credits assigned to my account.
All credits should be allocated to hidden link for use. However, it looks like usage was instead billed under Pay As You Go, and an invoice was generated with the amount deducted despite credits being available.
Could you please:
Reassign all available credits to hidden link
Remove or adjust the Pay As You Go invoice so the usage is covered by the available credits instead
Please let me know if you need any additional information from me to resolve this.
I see that you left the chat and were disconnected, so I’ve created a support ticket to continue tracking this issue. I’ll provide further updates there.
I’ve also escalated this to our admin team so they can review and resolve it on their end. I’ll get back to you as soon as I have an update.
thanks for your patience while our team looked into this.
The charge is related to credit usage from September that should have been billed back then, but the payment failed. It was automatically charged again yesterday.
Since I had already assigned credits to your website in the meantime (and the used credits were deducted from those), we’ll refund the pay-as-you-go payment you made. Please note that it can take around 5–10 days for the refund to appear on your account.
If you still have credits assigned to the website, those will be used first before any pay-as-you-go charges apply.
However, while pay-as-you-go is active, you cannot assign new credits. If you want to use credits in the future, you would first need to cancel the pay-as-you-go subscription and then assign credits to the site.
