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

Problem:
You are trying to assign 25,000 prepaid credits to your website, but only 704 credits are showing in the WordPress backend.
Solution:
If you're experiencing this issue, we recommend you try the following steps to resolve it:
1. Log in to your WPML.org account and navigate to the Sites page.
2. Delete the existing site key by clicking the little trash icon. This action 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 your site, go to the Dashboard >> Plugins >> Add new >> Commercial tab and click the Unregister WPML from this site link if it exists.
4. Then click the Register WPML link.
5. Click the Get a key for this site link, generate the key, and assign the credits using that popup.
6. Copy the key, paste it back into the input box, and press the Register button.

If this solution does not apply to your case because it might be outdated, or if you continue to face issues, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent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. Additionally, please feel free to open a new support ticket for further assistance at WPML support forum.

This is the technical support forum for WPML - the multilingual WordPress plugin.

Everyone can read, but only WPML clients can post here. WPML team is replying on the forum 6 days per week, 22 hours per day.

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Last updated by patriciaL-12 1 week, 6 days ago.

Assisted by: Noman.

Author Posts
March 26, 2025 at 3:42 pm #16863906

patriciaL-12

Background of the issue:
I am trying to assign 25,000 prepaid credits to our website, hidden link, from our WPML account.

Symptoms:
In the back end of the WordPress website, it shows only 704 prepaid credits left instead of 25,000.

Questions:
Why are the credits not syncing correctly with the website?
How can I correct the issue of incorrect credit display?

March 27, 2025 at 8:28 am #16866719

Noman
Supporter

Languages: English (English )

Timezone: Asia/Karachi (GMT+05:00)

Hi,

Thank you for contacting WPML Support. This type of issue usually happens when the WPML is not registered properly on your site. To fix this issue, could you please delete the existing site key and create a new one by following below steps:

1. Login to your WPML.org account >> Go to the Sites page: https://wpml.org/account/sites/
2. Delete the existing site key by pressing the little trash icon and it will return the assigned credits to your WPML.org account as mentioned in this doc: https://wpml.org/documentation/automatic-translation/why-credits-may-be-missing-and-how-to-fix-it/#removing-a-sites-registration-from-wpml-org

3. Login to your site and go to the Dashboard >> Plugins >> Add new > Commercial tab and click the Unregister WPML from this site link if that link exists.
4. Then click the Register WPML link.
5. Click the Get a key for this site link (screenshot attached).
6 It will generate the Key for your site and you can also assign the credits using that popup.
7. Copy the key, and paste it back into the input box, and press the Register button.

Please let me know if this resolves the issue or if you need further assistance with this issue.

Thank you

Step 3 - Get a key for this site.png
Step 2 - Register WPML.png
Step 1 - unregister wpml.png
March 27, 2025 at 3:04 pm #16869248

patriciaL-12

Hi Noman,

That fixed the issue! Thanks for walking me through the steps. I greatly appreciate your support on this.