Credits are not being add to use for automatic translation

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

Problem:
The client was unable to add credits for automatic translation on a production site hosted on Pantheon after migration. They also inquired about a more efficient way to register and unregister on Pantheon.
Solution:
We resolved the issue by merging the site, which should now display the credits correctly. We recommend ensuring the site is connected when selecting the copy option during migration, as detailed in our documentation: Using Advanced Translation Editor when you move or use a copy of your site.
If the credits still do not appear, we suggest providing temporary access (WP admin and FTP) for further investigation. Please ensure to back up your site files and database before providing access. For more details on privacy and security, visit: Privacy and Security Policy.

Additionally, please check the errata for TablePress issues here: TablePress tables can't be translated.

If this solution does not apply to your case, or if it seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have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. Should you need further assistance, please do not hesitate to open a new support ticket at WPML support forum.

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Tagged: Bug

This topic contains 24 replies, has 1 voice.

Last updated by Paola Mendiburu 2 months, 2 weeks ago.

Assisted by: Paola Mendiburu.

Author	Posts
June 18, 2025 at 12:49 pm #17146489
mattD-14	Background of the issue: I'm trying to get our credits added to the production site for automatic translation using WPML. We use Pantheon, and the process of unregistering and registering on the production site is challenging. Symptoms: Credits are not being added for automatic translation. Questions: How can I add credits to the production site for automatic translation? Is there a more efficient way to register and unregister on Pantheon?
June 18, 2025 at 1:18 pm #17146620
mattD-14	This is very frustrating
June 19, 2025 at 12:48 pm #17150689
mattD-14	I need this resolved today
June 20, 2025 at 12:07 pm #17154205
Paola Mendiburu WPML Supporter since 11/2020 Languages: English (English ) Spanish (Español ) Italian (Italiano ) Timezone: Europe/Madrid (GMT+02:00)	Hi there! This is Paola, and I’ll be continuing with your ticket. The issue was that, after the migration, the site wasn’t connected, which is why the credits didn’t appear. I’ve now merged the site, so the credits should be visible. Please make sure to connect the site when selecting the copy option, as explained here: 🔗 https://wpml.org/documentation/translating-your-contents/advanced-translation-editor/using-advanced-translation-editor-when-you-move-or-use-a-copy-of-your-site/ Could you please check if the credits are now showing? If not, I’d kindly ask you to share temporary access (WP admin and FTP) so I can investigate further. I would like to request temporary access (wp-admin and FTP) to your site to take a better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. The information you will enter is private which means only you and I can see and have access to it. Privacy and Security Policy We have strict policies regarding privacy and access to your information. Please see: https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/ IMPORTANT - Please make a backup of the site files and database before providing us access. - If you do not see the wp-admin/FTP fields this means your post & website login details will be made PUBLIC. DO NOT post your website details unless you see the required wp-admin/FTP fields. If you do not, please ask me to enable the private box. The private box looks like this: hidden link
June 21, 2025 at 9:33 am #17155774
Paola Mendiburu WPML Supporter since 11/2020 Languages: English (English ) Spanish (Español ) Italian (Italiano ) Timezone: Europe/Madrid (GMT+02:00)	Hi! I see now credits on your wordpress. Don´t worry about the connected sites, that is because you did a migration and select copy opton. Please let me know if you are able to add or remove credits to your site.
June 23, 2025 at 9:03 pm #17162564
mattD-14	Thank you, we tested out assigning credits and that seems to be working. However, we're now running into additional problems. The Translate Everything Automatically configuration is turned off as we want to choose what we translate. If I assign myself something a translation and use the ATE to translate, even though the translation is at a 100%, if I click Complete, the translation remains stuck "In Progress" and never finishes. It's not available for review and does not publish. Followed the steps from the FAQ article: - Trashed my translation stuck In Progress - Made a small edit to the original page and saved. - Re-assigned the page for translation - Translated with the ATE, remains stuck In Progress. https://wpml.org/faq/translation-status-stuck-or-displaying-the-error-wpml-didnt-manage-to-translate-this-page/ I've seen other threads with similar issues, but none of the fixes seem to be working for us: https://wpml.org/forums/topic/wpml-got-stuck-with-in-progress/ https://wpml.org/forums/topic/translations-stuck-in-progress-4/ https://wpml.org/forums/topic/once-again-my-wpml-translation-is-stuck-on-in-progress/ Can you please help? All of a sudden, we can't publish translations.
June 25, 2025 at 10:17 am #17168581
Paola Mendiburu WPML Supporter since 11/2020 Languages: English (English ) Spanish (Español ) Italian (Italiano ) Timezone: Europe/Madrid (GMT+02:00)	I've investigated the issue and found that the problem is caused by a mismatch between the translation ID on your site and the one we have in our records. This is preventing the translation process from working correctly. To fix this, I would need your permission to install a small plugin that will allow me to resolve the issue for you. Once that’s done, you should be able to create and manage translations without any problems. Please let me know if I have your permission to proceed.
June 25, 2025 at 1:17 pm #17169427
mattD-14	Thank you, sounds like we're getting closer. The Pantheon environment presents us with some challenges as we cannot install plugins directly on the live site. They force us to install on a Dev site, merge it to a Test site and then merge that to the Live site. So I think these would be the options. - We can grant you access to the Dev site to install the plugin there and we can then push it forward to live. - You can send us the plugin and we'll install and let you know when it is available on live. - Another option might to let us know what the correct Translation ID is along with the Database option field that stores the information and we may be able to force a change on the live site Database. Let us know which makes the most sense for WPML. Thanks.
June 25, 2025 at 2:43 pm #17170030
Paola Mendiburu WPML Supporter since 11/2020 Languages: English (English ) Spanish (Español ) Italian (Italiano ) Timezone: Europe/Madrid (GMT+02:00)	The thing is that it can only be fixed with the plugin. So I can install plugin on the development site. Please let me know the access. I have enabled the next answer as private so you can add credentials in a private way.
June 25, 2025 at 7:00 pm #17170707
mattD-14	Were you able to install the necessary plugin on our development site? Thanks
June 26, 2025 at 5:21 pm #17174896
Paola Mendiburu WPML Supporter since 11/2020 Languages: English (English ) Spanish (Español ) Italian (Italiano ) Timezone: Europe/Madrid (GMT+02:00)	Yes. I have uploaded and activated it. It is called Impersonate. Please let me know when it is on your production site so I can fix the issue.
June 26, 2025 at 5:54 pm #17174931
mattD-14	Paola, the plugin has been moved to the production environment and has been activated. Please update what the next steps need to be so we can get this issue resolved as soon as possible. Thank you
June 27, 2025 at 7:36 am #17176040
Paola Mendiburu WPML Supporter since 11/2020 Languages: English (English ) Spanish (Español ) Italian (Italiano ) Timezone: Europe/Madrid (GMT+02:00)	Done. Please try now to translate a page and let me know if it is working properly. Thanks.
June 27, 2025 at 3:09 pm #17178054
mattD-14	Hey Paola, things were working until we needed to add more credits which we did and now we seem to be back to the progress being stalled again. What do you suggest?
June 27, 2025 at 4:05 pm #17178254
Paola Mendiburu WPML Supporter since 11/2020 Languages: English (English ) Spanish (Español ) Italian (Italiano ) Timezone: Europe/Madrid (GMT+02:00)	I see the credits on hidden link on WPML --> Translation Management --> Translation tools Please let me know if now you are able to translate it.