Credits are showing wrong amount

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

Problem:
If you're experiencing discrepancies in the credit amounts displayed in your WPML account versus what's shown on your website, or if the 'Switch to pay-as-you-go' link is missing, and you're unable to update credits correctly, follow these steps for resolution.
Solution:
1. Navigate to your WPML account page at https://wpml.org/account and use the 'add/remove credits' button to move the credits back to your WPML.org account.
2. Visit https://wpml.org/account/sites/, remove the current site key, and generate a new one.
3. Go to your website's backend, under Plugins > Add new > Commercial, unregister WPML from the old key and re-register it with the new key.
4. Re-add the credits to your site by following the steps provided here: https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/

If this solution does not resolve your issue or seems irrelevant due to being outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent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

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Tagged: ATE

This topic contains 3 replies, has 2 voices.

Last updated by Mihai Apetrei 9 months, 3 weeks ago.

Assisted by: Mihai Apetrei.

Author	Posts
August 27, 2024 at 2:03 pm #16110404
ritaS-12	Background of the issue: I am trying to add credits to the website. In my account, it shows it has 30000 assigned. On the website (Tools), it shows 3174 available. No matter what I try (reassigning key, refreshing, etc.), it does not work. Also, this is the only site that does not have the 'Switch to pay-as-you-go' link below the Add/Remove Credits button. I don't use pay-as-you-go on any of my sites. Link to a page where the issue can be seen: https://wpml.org/account/ Symptoms: I expected to see 30000 credits, but instead, I got 3174 credits. Questions: Why are the credits showing different amounts in my account and on the website? How can I fix the issue of credits not updating correctly? Why is the 'Switch to pay-as-you-go' link missing on this site? (I don't use it on any of my sites)
August 27, 2024 at 11:01 pm #16112285
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Hi there. On this page (https://wpml.org/account), can you click the "add/remove credits” button and move the credits back to your WPML.org account (the 30.000 credits I mean)? Then, please go here (https://wpml.org/account/sites/) > remove the current site key > generate a new one > then go to your website's backend > Plugins > Add new > Commercial > UNregister WPML from the old key > RE-register WPML with the new key. Now, you can re-add the credits to your site by following the steps here: https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/ Please let me know if that works fine for you. Mihai Apetrei
August 28, 2024 at 1:22 pm #16115387
ritaS-12	Hi, I get stuck in the first part. Add/Remove Credits leads me to Translation Management - Tools. Here I get the message: Cannot withdraw credits to wpml.org, please contact support Also it only shows 542 credits here. When I remove the site key without step 1 above, will the 32000 credits be moved back to WPML.org account? Or will they be gone? Thanks, Henk
August 28, 2024 at 8:13 pm #16117037
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Hi Henk. Yes, you could use the steps mentioned here next time: https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/#remove-credits-no-site-access Removing the key should move those credits back to your WPML.org account. This issue might happen because someone handling the site installed/reinstalled/reset either WPML or WordPress at some point and the credits got stuck so you had multiple automatic translation accounts and one of them had the stuck credits. To save you some time, I moved all the credits from all existing accounts back to your WPML.org account (I found 34 credits in one account, 32k credits in another one, and 542 in another one), and you had 103636 credits available, so now you have a total of 136.212 credits in your WPML.org account. All that you have to do now is to remove the key, generate a new one and follow the other steps I mentioned in my last reply here: https://wpml.org/forums/topic/credits-are-showing-wrong-amount/#post-16112285 I hope that everything is allright now. Mihai