Cannot withdraw credits to wpml.org, please contact support

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

Problem:
You are unable to move automatic translation credits back to wpml.org from your staging sites, encountering a message that says 'Cannot withdraw credits to wpml.org, please contact support' under

WPML -> Translation Management -> Tools -> Transfer credits to WPML.org

.
Solution:
If you're experiencing this issue, we recommend you try the following steps:
1. Navigate to Plugins → Add New Plugin.
2. Click on the Commercial tab.
3. Click the "Unregister WPML" button.
4. Visit https://wpml.org/account/sites/ and delete the current sitekey.
5. Create a new sitekey and add it to your site.

This solution might be irrelevant if it's outdated or not applicable to your case.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 the issue persists, please open a new support ticket at WPML support forum.

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Tagged: Credits

This topic contains 3 replies, has 0 voices.

Last updated by murenaR 1 year, 2 months ago.

Assisted by: Shekhar Bhandari.

Author	Posts
February 14, 2025 at 11:14 am #16705903
murenaR	Background of the issue: I am trying to manage automatic translation credits for my staging sites. We don't want to use the credits on my staging site, but I am unable to move the credits back to wpml.org. This issue is occurring on two of our staging sites: hidden link and hidden link. I see the message 'Cannot withdraw credits to wpml.org, please contact support' on `WPML -> Translation Management -> Tools -> Transfer credits to WPML.org`. Symptoms: Cannot withdraw credits to wpml.org. Questions: How can I move the automatic translation credits back to wpml.org from my staging sites?
February 14, 2025 at 12:15 pm #16706208
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Hi there. The first domain had 1896 credits, and the second one had 2500 credits. So I moved a total of 4396 credits back to your WPML.org account. You can find them here: http://wpml.org/account Good luck with the projects! 🙂 Mihai
February 20, 2025 at 6:38 am #16727354
murenaR	Thanks Mihai ! I can see those credits now on my WPML account. However I still have an issue related to credits on the other domain hidden link. I can not use the credits on the domain hidden link (It is working fine in the other domains). I see the message `You don't have enough credits to translate automatically!` (attached screenshot) though I have added 29500 credits in the WPML.org account (attached screenshot). When I go to the WPML -> Translation Management -> Translation Tools, I see a page where it asks me to purchase the credits. Is the domain not linked?
February 20, 2025 at 8:32 am #16728070
Shekhar Bhandari WPML Supporter since 03/2015 Languages: English (English ) Timezone: Asia/Kathmandu (GMT+05:45)	Hello there, Credits are added using sitekeys and sometimes using wrong sitekeys can results in the synchronizations, being so, can you follow the below steps: 1. Go to the Plugins → Add New Plugin. 2. Click on the Commercial tab. 3. Then, click the "Unregister WPML" button. 4. Go to https://wpml.org/account/sites/ and delete the current sitekey 5. Create a new sitekey and add it in the site. Look forward to your reply. Thanks
February 20, 2025 at 8:52 am #16728183
murenaR	Deleting and adding the domain again solved the problem. I had done the same thing before but it wasn't working then, but it worked now. I assume it's because I have removed the second staging site so the total sites added is now only 3 (I have 3 sites plan in WPML)