buy more credits on my pay-as-you-go plan

This thread is resolved. Here is a description of the problem and solution.

Problem:
The client has purchased additional credits for automatic translation on a pay-as-you-go plan but the credits are not appearing, preventing further website translation.
Solution:
If you're experiencing this issue, it's important to understand that the pay-as-you-go system for WPML's automatic translation provides the first 2,000 credits for free each month, and charges are only applied for the credits used beyond this free allocation. After reaching a safety limit of €100 in a month, you are required to pay this amount before more credits can be used. This payment is then deducted from your monthly invoice.
We recommend checking the details of your transactions and limits by following the instructions provided in the screenshots shared by our support team. For more information on how the pay-as-you-go system works, please visit https://wpml.org/documentation/automatic-translation/how-to-sign-up-for-pay-as-you-go/ and https://wpml.org/home/terms-and-conditions/.

If this solution does not resolve your issue or seems irrelevant due to being outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent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

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Tagged: Credits

This topic contains 4 replies, has 0 voices.

Last updated by Andrey 2 months, 4 weeks ago.

Assisted by: Andrey.

Author	Posts
May 12, 2025 at 5:51 pm #17024222
paulV-60	Background of the issue: I am translating a new website using WPML. We purchased the Pay-as-you-go plan capped at 99.90 Euro. Now, we are out of credits. Symptoms: I paid for new credits but the credits have not shown up, and we cannot continue with the website translation. Questions: Why are the new credits not showing up after payment? How can I get more credits to continue with the website translation?
May 12, 2025 at 7:32 pm #17024497
Andrey WPML Supporter since 06/2013 Languages: English (English ) Russian (Русский ) Timezone: Europe/Kyiv (GMT+03:00)	Thank you for contacting WPML support. Using a pay-as-you-go system for automatic translation allows you to translate your content and only pay for the translations at the end of the month. Each month, the first 2,000 credits are free, and you will only be charged for the credits you actually use. https://wpml.org/documentation/automatic-translation/how-to-sign-up-for-pay-as-you-go/ You paid €99.90 for the credits you used in April, and now you have reached the safety limit. https://wpml.org/home/terms-and-conditions/ Safety limit charges: - There are two safety limit charges that prevent you from accidentally spending too much and protects us from fraud. - If you exceed €100 in a month, we’ll ask you to pay for those first €100 euro (+ VAT) before using more credits. Please note that you would need to translate a lot of words to reach this limit. We will then subtract those €100 euro from your invoice at the end of that month. - It’s the same if you exceed €4000 in a month. If you cross that limit in a month, we’ll ask you to pay for it before using more credits. Please note that you would need to translate a huge amount of words to reach this limit. Again, we will then subtract those €4000 from your invoice at the end of that month. Have you tried clicking on the details I showed in the screenshot?
May 13, 2025 at 4:27 am #17025003
paulV-60	The WPML support centre is useless. Your system answer is just the same all the time forwarding the absurd useless template that say something but do not solve my question.. I just need to add credit and complete the translation of my website? How can I do that? Would it be better that I do stop teh pay-as-you-go and buy the credit directly?
May 13, 2025 at 4:29 am #17025021
paulV-60	can I stop the PAYG subscription, then buy credits, and when the website has been fully translated, reverse back to the PAYG subscription?
May 13, 2025 at 1:56 pm #17028142
Andrey WPML Supporter since 06/2013 Languages: English (English ) Russian (Русский ) Timezone: Europe/Kyiv (GMT+03:00)	Thank you for your feedback. Would it be better that I do stop teh pay-as-you-go and buy the credit directly? You cannot use both pay-as-you-go and prepaid packages. So, yes, you can stop using pay-as-you-go and reactivate it whenever you wish. Or, you can pay the safety limit and keep using pay-as-you-go (as I shared above). Go to WPML → Translation Management and click the Tools tab. In the Pay-as-you-go account details section, click the Stop using pay-as-you-go link. You’ll receive a final bill for any credits you have used since your last invoice. https://wpml.org/documentation/automatic-translation/how-to-sign-up-for-pay-as-you-go/#how-to-stop-paying-as-you-go Pricing for Automatic Translation: https://wpml.org/documentation/automatic-translation/automatic-translation-pricing/