You cannot add prepaid credits

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Supporter timezone: America/Lima (GMT-05:00)

Tagged: Account Issues, Credits

This topic contains 8 replies, has 0 voices.

Last updated by Andreas W. 4 days, 7 hours ago.

Assisted by: Andreas W..

Author	Posts
February 8, 2025 at 2:07 pm #16682465
balkanA	Background of the issue: I bought 40k credits, but I can't add them to one of my accounts. My pay-as-you-go is disabled. Symptoms: I cannot add prepaid credits to my account. Questions: Why can't I add prepaid credits to my account? Is the pay-as-you-go feature affecting my ability to add credits?
February 8, 2025 at 3:17 pm #16682549
Andreas W. Supporter Languages: English (English ) Spanish (Español ) German (Deutsch ) Timezone: America/Lima (GMT-05:00)	Hello, This can happen if the site is not using the correct site key. WPML needs to be registered again each time the server, domain provider, or site URL changes. I will be glad to sort out this issue for you. Could you please name the site URL for me? Best regards Andreas
February 11, 2025 at 7:59 am #16690192
balkanA	Sure thing Andreas, Here is the URL: hidden link Thank you for the assistance.
February 11, 2025 at 9:38 am #16690630
Andreas W. Supporter Languages: English (English ) Spanish (Español ) German (Deutsch ) Timezone: America/Lima (GMT-05:00)	I do currently not see any issue on our system when it comes to this site URL. Please go to WPML > Support > Installer Support and click "Check now". Do you see any issues, like for example "Site key not matching..."?
February 11, 2025 at 3:04 pm #16692480
balkanA	Hey Andreas, Nope, I am attaching a screenshot. I hope you can help me. Thank you.
February 11, 2025 at 3:23 pm #16692604
Andreas W. Supporter Languages: English (English ) Spanish (Español ) German (Deutsch ) Timezone: America/Lima (GMT-05:00)	According to our system, you have 40.000 on your WPML account. Can you please confirm if you see both of your registered sites when going to this URL? https://wpml.org/account/ This is the page from where you should add the credits to each site. Do you get any failure messages when trying to assign credits to one of the sites? --- Take note, that both sites appear to share the same organization, which means that they share translation memory, glossary, and subscriptions for credits. There currently does not exist an active subscription. You should be able to assign credits to each one of the sites individually.
February 11, 2025 at 3:37 pm #16692649
balkanA	Here is the screenshot of the error I got.
February 11, 2025 at 5:08 pm #16693047
Andreas W. Supporter Languages: English (English ) Spanish (Español ) German (Deutsch ) Timezone: America/Lima (GMT-05:00)	Thank you for the provided details. I am consulting our systems team about this issue to have them review your account and will get back to you once I receive feedback.
February 15, 2025 at 6:56 pm #16709590
Andreas W. Supporter Languages: English (English ) Spanish (Español ) German (Deutsch ) Timezone: America/Lima (GMT-05:00)	It seems like someone else, maybe the developer of your site has registered the site, too. We have solved the issue now on our end, but please try to talk to the dev who has the site still registered and ask to remove it.