Account Issues

Problem:
The client initially configured the 'Add Credits' section on the wrong domain (lexotique.eko360.ro) and after migrating to a new domain (lexotique.ro), they were unable to transfer the license or reallocate the credits to the new domain.
Solution:
We manually added the credits that were assigned to the incorrect domain back to the client's account. We then advised the client to re-register only the correct domain (lexotique.ro), which is listed on their WPML account. The client should follow the steps to remove only the incorrect domain from their account and then assign the credits to the correct domain. This will allow them to use the credits normally.

If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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 further assistance is needed, please open a new support ticket at WPML support forum.

Problem:
The client needs to manage their WPML subscription for fewer websites after moving one to a different company.
Solution:
We cannot directly downgrade or upgrade your subscription. We recommend letting your current subscription expire and then purchasing a new one that fits your needs. Ensure to deactivate the automatic renewal in your wpml.org account.

If this solution does not apply to your situation, or if it seems outdated, please check the related known issues and confirm that you have installed the latest versions of themes and plugins. If you still need assistance, we highly recommend opening a new support ticket here.

Problem:
The client reported that after updating the site key, the Finnish language version of their homepage disappeared, while the English version remained visible.
Solution:
We recommended that the client updates their WPML plugins, WordPress core, and any relevant themes and plugins to the latest versions to ensure compatibility and functionality. Here are the steps we suggested:
1. Update WPML plugins to the latest version (4.9.2) by downloading them from My Account → Downloads on wpml.org.
2. If updates are not visible in the dashboard, navigate to Plugins → Add New → Commercial tab and click “Check for updates.”
3. Update WordPress core and any active themes or plugins as needed.
4. Enable WordPress debugging to capture any errors related to WPML. This involves editing the wp-config.php file to include:

define( 'WP_DEBUG', true );<br />define( 'WP_DEBUG_LOG', true );<br />define( 'WP_DEBUG_DISPLAY', false );

5. Replicate the error and check the debug.log file for any WPML-related errors.
6. Share any relevant error messages with us for further analysis.
Before proceeding with these steps, ensure to create a full backup of the database.

If these steps do not resolve the issue or if the solution seems outdated or irrelevant 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 further assistance is needed, please open a new support ticket at WPML support forum.

Problema:
Si estás experimentando problemas para ver los sitios enlazados en la asignación de créditos, aunque sí aparecen en tus sitios registrados.
Solución:
Te recomendamos acceder a la cuenta principal, que en este caso es luisA-22. Una vez dentro de esta cuenta, verifica si puedes ver todos los elementos correctamente. Si el problema persiste, te sugerimos visitar nuestra página de problemas conocidos y asegurarte de que tienes instaladas las últimas versiones de los temas y plugins.

Si la solución proporcionada no resuelve tu problema o parece no ser relevante debido a actualizaciones o diferencias en tu caso, te recomendamos abrir un nuevo ticket de soporte. Puedes hacerlo visitando nuestro foro de soporte.