Background of the issue:
I am trying to pay my EUR100 block on PAYG for my site hidden link. I found an article suggesting I should remove PAYG and then activate it again.
Symptoms:
Instead of providing a payment link, the process wiped my balance.
Questions:
Could you reinstate my EUR 100 balance?
How can I pay the EUR 100 to continue with translating?
I have fixed it now for some reason I could not contine after the first time at hitting EUR100. This time I was able to.
However it does not see that the inital EUR100 was counted in this months credit quota so I will be effectivly paying for two lots of 'expensive' EUR100 credits.
Languages: English (English )Spanish (Español )German (Deutsch )
Timezone: America/Lima (GMT-05:00)
Hi Liz,
With Pay-As-You-Go you use credits and then pay them at the beginning or the next month.
In fact, in your case, I see now that there was a security limit reached which triggers the first time a user makes use of credits for 100€ monthly. You should then get charged again at the beginning of the next month for the remaining usage of this month.
The issue is that I have had 2 x 100€ charges this month so far as I was not able to continue after the 1st one so I had to cancel and start again. I am pretty sure this means my montly 'tally' will have reset after sighning up again. So I will have paid for 2 x 'expensive' credits this month rather than just one. If this is the case could you refund me the difference please?
Languages: English (English )Spanish (Español )German (Deutsch )
Timezone: America/Lima (GMT-05:00)
Indeed, there seems to be something odd. It seems there was a delay between paid invoice and the security limit charge, as everything occurred on the same day, within a few minutes, and the payment was likely not yet processed.
Since the 9th of September, the site has used 286.946 credits.
You paid €99.98 for the usage of 194946 credits when canceling your subscription. Is this correct? This means that at this moment, you paid the open invoice, and the credits usually would have been reset to 0.
Then you subscribed again within a few minutes, and the site kept using credits, then reached the security limit, and you asked to pay the 100€ security limit of 195.000 credits for this month, as it was the first time that your account surpassed this limit.
Could this be how the issue occurred? I am only asking as I need to explain what exactly happened internally.
Languages: English (English )Spanish (Español )German (Deutsch )
Timezone: America/Lima (GMT-05:00)
Thank you for your patience!
I gave this another review:
The organization for your site was created on our system on Sat, 06 Sep 2025.
Between the 9th and 13th of September, the site has used 286.946 credits, which were deposited credits.
Then they subscribed to Pay-As-You-Go:
You paid €99.98 for the usage of 194.946 credits when canceling your subscription.
This means that at this moment, the credits usually would have been reset to 0.
Then you subscribed again within a few minutes, and the site kept using credits, then reached the security limit, and asked to pay the 100€ security limit for another 195.000 credits for this month, as it was the first time that the account surpassed this limit.
You will get charged the difference in amount at the beginning of next month (usage - security charge), as you have currently used 1.008.296 credits.
Thank you for the response, and your description is correct. This was unfortunately not my question.
For clarity.
I was asking why the system forced me to cancel instead of allowing me to continue after spending the first 100 EUR. Will you ensure I dont pay the extra costs of these credits?
Languages: English (English )Spanish (Español )German (Deutsch )
Timezone: America/Lima (GMT-05:00)
The system should never force you to cancel.
It is just that there is a security limit triggered the first time a user uses credits worth 100€. WPML will then ask for a payment before you are allowed to keep using automatic translation.
Languages: English (English )Spanish (Español )German (Deutsch )
Timezone: America/Lima (GMT-05:00)
I am really sorry, but I am trying to explain that what you have been charged is expected, as you have been using 1.008.296 credits, which will get charged at the beginning of next month.
Here are the current stats:
Deposited credits: 286946
Used credits: 1295242
Available credits: -1008296
Available credits refer to the usage of credits from Pay-As-You-Go, which will be charged next month.
The 100€ you paid in the meantime was a security limit, which occurs on all new accounts once say pass a usage of 100€ in a month for the first time.
Such a limit should prevent fraud in cases where fraudulent users make excessive use of credits and then avoid paying the upcoming bill.
Your upcoming bill for the 1.008.296 credits will include a discount of 100€ for the paid security limit.
Languages: English (English )Spanish (Español )German (Deutsch )
Timezone: America/Lima (GMT-05:00)
Hello,
The second-tier support has confirmed my findings:
- >The subscription has been canceled various times. You have not been charged twice for the same thing. There was one charge for unused credits when canceling the subscription for the first time.
Then, after that, another charge for a security limit occurred, after you subscribed again and used more credits, which is something that always occurs on new accounts the first time they use 195k credits.
On your next bill, this security charge will be deducted from the amount of used credits, so you will pay the difference between the usage amount and the paid security payment.
You can access reports about used credits at WPML > Translation Dashboard > Translation Tools.
