Translation Credit Issue

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

Problem:
The client was unable to see the expected 926 translation credits on totara.com, as they had disappeared and were showing as 0 on both totara.com and the staging site.
Solution:
1. We asked the client to navigate to the site where the credits were needed, go to WPML > Support > Troubleshooting, and share the ID under 'Your Automatic Translation account id is'.
2. Once the client provided the ID, we moved the credits to the specified site. The client was then able to see the credits by going to WPML > Translation Management > Tools.

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Tagged: Credits

This topic contains 5 replies, has 0 voices.

Last updated by kateH-7 3 weeks, 1 day ago.

Assisted by: Mihai Apetrei.

Author	Posts
January 24, 2025 at 3:08 pm #16631878
kateH-7	Background of the issue: I am trying to manage translation credits for my account, but they have disappeared and seem to have moved to the staging.totara.fortyapp site. Both sites are showing 0 translation credits in the account dashboard. Symptoms: I expected to see 926 credits for totara.com, but instead, I got 0. Questions: Why have my translation credits disappeared? How can I retrieve the 926 credits for totara.com?
January 24, 2025 at 6:30 pm #16632397
Mihai Apetrei Supporter Languages: English (English ) Timezone: Europe/Bucharest (GMT+02:00)	Hi there. Can you please go to the site where you want me to move the credits to, then go to WPML > Support > Troubleshooting > and share the ID that you see under this section: "Your Automatic Translation account id is"? I will be waiting for your response. Mihai
January 24, 2025 at 7:34 pm #16632516
kateH-7	Hi, This should be moved to the totara.com site. The ID should be 85dea278-4c45-4ed7-b806-339cb11d9f54#QfjsBTArPXF5hT8bkwMkrAtt
January 27, 2025 at 2:04 pm #16638256
kateH-7	Hello, I am just requesting an update with this? I see that the credits have been removed from the staging site, but they have not appeared yet on totara.com. Please advise Parker
January 27, 2025 at 9:51 pm #16639364
Mihai Apetrei Supporter Languages: English (English ) Timezone: Europe/Bucharest (GMT+02:00)	Hi Parker. Thank you for the ID. Sorry for the delayed response also; there's a smaller part of our support team that works on the weekend. I moved the credits and you should be able to see them on your site's backend if you go to WPML > Translation Management > Tools. Please, confirm if you see them.
January 28, 2025 at 1:43 pm #16642083
kateH-7	Hi Mihai, Yep I can see them now! Thank you very much for the help with this!