Credits

Problem:
The client needed to roll back translations on their Divi template because unwanted sections were translated. They only wanted to translate pages and blog posts.
Solution:
We explained that once credits are used for translation, they cannot be restored as WPML compensates the translation engine immediately. We asked the client to specify the amount of credits they were expecting to return for Divi library layouts.

If this solution does not apply to your case, or if it seems outdated, we recommend opening a new support ticket. We also highly recommend checking related 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.

Problem:
After migrating a site and creating a new WPML account, the automatic translation credits (182,000 credits) are visible under the old account but show as 0 in the new account.
Solution:
1. Log in to your WPML.org account and navigate to the Sites page: https://wpml.org/account/sites/
2. Delete the existing site key by clicking the trash icon. This action will return the assigned credits to your WPML.org account as explained in this documentation: https://wpml.org/documentation/automatic-translation/why-credits-may-be-missing-and-how-to-fix-it/#removing-a-sites-registration-from-wpml-org
3. Log in to your site, go to the Dashboard >> Plugins >> Add new >> Commercial tab and click the Unregister WPML from this site link if it exists.
4. Click the Register WPML link.
5. Click the Get a key for this site link and follow the prompts to generate a new key.
6. Assign the credits using the popup and confirm the assigned credits from WPML >> Translation Management > Translation Tools.
7. Copy the new key, paste it into the input box, and press the Register button.

If this solution does not resolve your issue or if it seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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 was concerned about managing translation credits between two websites, labmag.ch and labmag.entwicklung.xyz, which appeared to share the same translation memory.
Solution:
We confirmed that both websites indeed share the same translation memory. Therefore, managing credits for one will affect both sites equally. We advised that it is not possible to remove labmag.entwicklung.xyz from the translation memory as it was the original site where the translation was performed. This setup, where translations are done on a staging site and then moved to production, is quite common. If the client wishes to reorder the websites in the list, they can do so by disconnecting and reconnecting the websites, although this might not be necessary as it does not change the underlying functionality.

If this solution does not resolve your issue or seems irrelevant due to changes in WPML versions or your specific setup, we recommend opening a new support ticket. Additionally, 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. For further assistance, please visit our support forum at WPML Support Forum.

Problem:
The client reported that after removing a key to generate a new one for their test environment, the credits were also removed. Despite flushing the cache, the credits still appeared incorrectly, showing the production environment's credits instead of the test environment's.
Solution:
We advised the client to flush all cache memory again as the hosting provider, Kinsta, uses aggressive caching which might cause delays in updating the changes. We also requested the client to provide access credentials so we could directly verify and adjust the credits on the site.

If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, we highly recommend opening a new support ticket. Additionally, please check related known issues at https://wpml.org/known-issues/, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins. For further assistance, you can contact us directly through our support forum at https://wpml.org/forums/forum/english-support/.

Problem:
The client is unable to use AI translation credits despite having them assigned, as the settings indicate no credits available and automatic translations cannot proceed.
Solution:
1. Log in to your wpml.org account and navigate to the Sites page.
2. Delete the site key for https://dev.mid-century-design.com by clicking the trash icon, which will return the assigned credits to your WPML.org account. More details can be found in this documentation: Why credits may be missing and how to fix it.
3. Log in to https://dev.mid-century-design.com, navigate to Plugins > Add New > Commercial tab, and click 'Unregister WPML from this site' if available.
4. Click 'Register WPML' and then 'Get a key for this site'.
5. After generating the key, assign the credits using the popup and confirm the assigned credits in WPML > Translation Dashboard > Translation Tools.
6. Copy the key, paste it back into the input box, and press the Register button.
Additionally, our 2nd tier team has applied a fix to your account and the related ATE setup. Please clear your browser cache and test the issue again.

If the problem persists or the solution seems outdated or irrelevant, 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 needed, please open a new support ticket at WPML support forum for further assistance.