Account Issues

Problem:

The client is experiencing an issue where their account indicates that updates are needed for WPML Multilingual CMS, WPML String Translation, and Gravity Forms Multilingual, even though these plugins are confirmed to be up to date on the site.

Solution:

1. We asked the client to provide debug information to better understand the site configuration. This can be done by following the steps provided here: http://wpml.org/faq/provide-debug-information-faster-support/

2. We instructed the client to navigate to Plugins >> Add New >> Commercial tab and click on the 'Check for updates' button to refresh the installer cache.

3. If the issue persists, the client should go to Plugins >> Installed Plugins, click the "Registered" link under either the WPML Multilingual CMS or WPML String Translation plugin to access the Commercial tab. A helpful screencast can be found here: https://www.screenpresso.com/cloud/niahUOwy9csZ/

If this solution does not resolve the issue or seems outdated, we recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have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 is unable to de-register a domain key from WPML due to different subscriptions and the vendor being unreachable. The client needs guidance on how to facilitate the de-registration of the key/domain.
Solution:
We recommend confirming ownership of the domain by sending an email from an account associated with that domain, such as user@example.com, and providing proof of domain ownership. Once you have prepared this, please inform us about the domain in question and the previous WPML user who registered the domain. You can then submit your request to our admin team through the following form: https://wpml.org/home/contact-us/contact-form/

If this solution does not apply to your case, or if it seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have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. Should you need further assistance, please do not hesitate to open a new support ticket or contact us directly at WPML support forum.

Problem:
El cliente está intentando asignar 60,000 créditos de traducción a su sitio, pero solo ve 690 créditos disponibles, a pesar de haberlos asignado desde el panel de control.
Solution:
1. Verifique que la asignación de créditos se haya realizado correctamente en el panel de control.
2. Asegúrese de que la sincronización de los créditos se haya completado sin errores.
3. Si el problema persiste, recomendamos que desactive temporalmente cualquier configuración de seguridad adicional, como el 2FA de Wordfence, para facilitar la revisión de la configuración.
4. Compruebe que las credenciales de acceso al sitio estén funcionando correctamente para permitir una revisión detallada por parte de nuestro equipo.
5. Si después de seguir estos pasos el problema no se resuelve, por favor abra un nuevo ticket de soporte.
Además, le recomendamos revisar los problemas conocidos y verificar que tiene instaladas las últimas versiones de los temas y plugins. Tenga en cuenta que la solución proporcionada podría ser irrelevante si está desactualizada o no aplica a su caso específico.