Can't remove site key and can't release translation credits

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

Problem:
The client is trying to move translation credits from

staging.keys.support

keys.discount

without removing the license from

staging.keys.support

. Additionally, the client cannot find

staging.keys.support

under registered sites to remove it, and the 'Tools' menu option is missing in WPML Translation Management on

keys.support

.
Solution:
1. If you're trying to move translation credits from one site to another, we can assist by moving the credits to your WPML.org account.
2. If some sites are using prepaid credits but are not listed as registered sites, we recommend un-registering and re-registering all the sites with a new site key. This is often necessary if you've migrated sites in the past as a copy, and the new site has not been registered with a new site key. For detailed steps, please refer to our documentation:

Using Advanced Translation Editor when you move or use a copy of your site

We address one issue per ticket, so the issue with the missing 'Tools' tab will be handled in a separate ticket.

If this solution doesn't look relevant, please open a new support ticket.

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Tagged: Account Issues

This topic contains 1 reply, has 2 voices.

Last updated by Long Nguyen 10 months, 1 week ago.

Assisted by: Long Nguyen.

Author	Posts
January 11, 2024 at 1:24 am #15171992
stadeli	I am trying to: remove credits from staging.keys.support see hidden link Link to a page where the issue can be seen: https://wpml.org/account/ I expected to see: we do use WPML on keys.support but I don't need translation credits there. I need them on keys.discount. Instead, I got: I want to remove the site staging.keys.support, but it's not under registered sites. see hidden link Hi WPML team, I have a couple issues: 1) I need to move translation credits from staging.keys.support to keys.discount, without removing the license (site key?) from keys.support. 2) We don't have staging.keys.support anymore, so I cannot remove the site key for that environment as the popup suggests. 3) In keys.support under WPML Translation Management, there is no menu option called Tools see hidden link New threads created by Long Nguyen and linked to this one are listed below: https://wpml.org/forums/topic/under-wpml-translation-management-there-is-no-menu-option-called-tools/
January 11, 2024 at 4:47 am #15172179
Long Nguyen Supporter Languages: English (English ) Timezone: Asia/Ho_Chi_Minh (GMT+07:00)	Hi Stadeli, Thank you for contacting WPML support, I'd be happy to help you with this issue. 1. I help you to move credits from the site staging.keys.support to your WPML.org account. 2. For some sites that are available in the list of sites using prepaid credits but not available in the list of registered sites, please try to un-register and re-register all the sites with a new sitekey and see how it goes. I think you've migrated the sites in the past as a copy and the new site is not registered with a new sitekey. Refer documentation https://wpml.org/documentation/translating-your-contents/advanced-translation-editor/using-advanced-translation-editor-when-you-move-or-use-a-copy-of-your-site/#using-a-copy-of-your-site We can handle one issue per ticket only so I will split your issue with the Tools tab in another ticket. Look forward to your reply. Thanks
January 11, 2024 at 11:31 pm #15176858
stadeli	thank you very much!