Staging domain not available anymore to redeem credits

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Tagged: ATE, Not WPML issue

This topic contains 7 replies, has 0 voices.

Last updated by samR-10 3 days, 20 hours ago.

Assisted by: Alejandro.

Author	Posts
May 4, 2026 at 9:00 am #18010220
samR-10	We had credits on a site with a staging domain hidden link We change the domain for the production one hidden link, the wpml plugin changed the staging domain to the production one on the WPML backoffice. Now the WPML plugin requires credit to update the translations – but we didn’t change anything on the pages – and though we find the production domain on our WPML admin we cannot put credits on it. Worse the credits that we have on the staging domain can’t be retrieved as this domain is no longer available, the main domain being the only one left. This seems way overcomplicated, we should use our credits as we see fit and move them from domain to domain without having to go through such problems…
May 4, 2026 at 12:03 pm #18010737
Alejandro WPML Supporter since 01/2018 Languages: English (English ) Spanish (Español ) Italian (Italiano ) Timezone: Europe/Rome (GMT+02:00)	Hello, Can you confirm you went to your WPML.ORG account and tried to retrieve your credits from the site that no longer exists and then send them to the new one (via the "manage credits" button)? That's all you need to do to move the credits from one place to another. However, right now I see you have 30800 credits on your WPML.ORG account, not on any inactive site, which tells me that you had indeed transferred them to your wpml.org account already. I also see cappucino.ch is not registered on your WPML.ORG account yet which means you can not send credits to that site until you register it. Try it out and let me know how it goes.
May 4, 2026 at 2:18 pm #18011200
samR-10	Here are my account with an existing cappuccino.ch account but no more staging domain. Then my credit admin, where cappuccino.ch do not exists but staging does. And finally the popup requesting to delete the account which do not exists in my domain admin… Thank you for your help Sam
May 5, 2026 at 9:15 am #18013239
Alejandro WPML Supporter since 01/2018 Languages: English (English ) Spanish (Español ) Italian (Italiano ) Timezone: Europe/Rome (GMT+02:00)	Hello, Can you check if you see the cappuccino.ch site there on the credits part, on the same list as the staging one (should we remove it, by the way?) the credits were sent to your wpml.org account. please check it out and let me know how it goes.
May 10, 2026 at 8:14 am #18024875
samR-10	Nothing changed : on one side (my websites) is only the production site and on the other the former staging site. Thanks for your help
May 11, 2026 at 12:55 pm #18027590
Alejandro WPML Supporter since 01/2018 Languages: English (English ) Spanish (Español ) Italian (Italiano ) Timezone: Europe/Rome (GMT+02:00)	Ok, I think I know where the problem is and it's very likely something only we can solve. I'm asking our devs about it and will update you a soon as I have more news.
May 11, 2026 at 3:30 pm #18028140
Alejandro WPML Supporter since 01/2018 Languages: English (English ) Spanish (Español ) Italian (Italiano ) Timezone: Europe/Rome (GMT+02:00)	Can you check now, our Devs told me everything should be fine now.
May 12, 2026 at 9:17 am #18029724
samR-10	Seems ok, thank you for your help.