Problem: The client was unable to see the credits assigned to their website in their WPML account, despite the credits being visible on the website's WPML dashboard. Solution: 1. We advised the client to first unregister WPML from the WordPress dashboard by navigating to Plugins->Add new->Commercial tab and clicking on 'Unregister WPML'. 2. Next, the client should remove the site key from the WPML.org account and delete it. 3. After removing the key, the client should re-register the site in the WPML dashboard, which will generate a new key. 4. If the credits still do not appear as expected in the WPML.org account, the client might need to reassign the credits from the site back to the WPML.org account and then redistribute them to the site. This can be done by following the documentation here: How to remove credits from a site.
If this solution does not resolve your issue or seems irrelevant due to updates or differences in your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the problem persists, please open a new support ticket at WPML support forum.
Problem: The client rebuilt their website using the Divi page builder and expected the translation memory and credits from the original site to be shared with the new site. However, after translating a page that was already fully translated on the live site, 200 credits were unexpectedly used. The translation memory did not seem to be shared as anticipated, possibly due to content segmentation issues caused by the Divi shortcodes. Solution: We reviewed the client's situation and confirmed that differences in content segmentation between the old and new site versions were causing the translation memory to not recognize the content as the same. We provided a detailed explanation through a video (video link). To address the issue of the unexpectedly used credits, we reassigned 20,000 credits to the client's account to compensate for the discrepancies and partial matches of the translation memory.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, we recommend opening a new support ticket. We also highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. For further assistance, please visit our support forum at WPML support forum.
Problem: If you're experiencing issues accessing credits on both your live and staging sites after linking them via the WPML dashboard, it might be due to the credits being stuck in an old automatic translation account. Solution: First, visit https://wpml.org/account and use the "add/remove credits" button to move the credits back to your WPML.org account. Next, navigate to https://wpml.org/account/sites/, remove the current site key, and generate a new one. Then, go to your website's backend, under Plugins > Add new > Commercial, unregister WPML from the old key and re-register it with the new key. Finally, re-add the credits to your site by following the steps outlined here: https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/.
If this solution does not resolve your issue or seems irrelevant due to being outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If needed, please do not hesitate to open a new support ticket for further assistance.
