This thread is resolved. Here is a description of the problem and solution.
Problem: The client was unable to view the 50,000 credits assigned to their WordPress site using WPML, despite switching to a pay-as-you-go subscription which showed a debit of -16864 credits. Solution: 1. Verify the credits in the WPML > Translation Management > "Tools" tab. 2. If the credits are still not visible, check the WPML account for unused credits at https://wpml.org/account. 3. Cancel the pay-as-you-go subscription from the site's backend to allow credit assignment. 4. Move the credits back to the WPML.org account using the "add/remove credits" button. 5. Remove the current site key and generate a new one at https://wpml.org/account/sites/, then unregister and re-register WPML with the new key. 6. Re-add the credits to the site following the steps at https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/.
If these steps do not resolve the issue or if the information provided becomes outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have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. If the problem persists, please open a new support ticket at WPML support forum.
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From what I can see, in our case here with this site, there were 2050 credits that were assigned to the site, and then the "pay as you go" subscription was activated.
Currently, a total of 18914 credits were using and by subtracting the ones that you assigned already, currently there's a total of -16864 credits that will be charged soon.
Usually, you can see the assigned credits inside WPML > Translation Management > "Tools" tab.
I hope that you will find this information helpful.
Thank you.
I assigned 50000 credits to that website.
Out of frustration after spending 3 days trying to get these credits to show on the website, I switched to pay as you go.
Which explains the current debit of -16864 credits.
WMPL is a nightmare to use, but the only plugin that lets me translate strings. Otherwise I'd have switched long ago to another solution.
From what I was able to see, there were 2 other staging/dev sites before this one and I think what happened here is that the 50k credits got stuck.
It is good that you are still seeing them here (https://wpml.org/account) - this means that they are not used and that you should be able to click the blue button "add/remove credits" and move then back to your WPML.org account.
After you do that:
1. Please go to your site's backend and make sure that you stop the pay as you go subscription because credits can't be assigned to a pay as you go subscription. If for example I would want to assign those 50k credits to your current automatic translation account that exists on your site right now, what that will do is that it will first subtract the usage that you have right now and then the difference will remain in available credits.
If you want, I can also do this so that you won't get an invoice for this current usage that I mentioned in my reply above and the difference will remain in available credits. Or you can go to your site, cancel the pay as you go subscription and pay for those credits, and then please follow the next steps.
2. After you move the credits back to your WPML.org account by pressing the blue button from here (https://wpml.org/account) and after you end your pay as you go subscription, 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.
The reason why you were not able to see the 50k credits in the first place is due to the fact that before this live site, you were using a different automatic translation account and the credits got stuck there. So what you are seeing here (https://wpml.org/account) is actually the other older account, that is why it is not in sync with what you are seeing on your current site.
When WPML is reset or reinstalled, or when WordPress is reinstalled or a migration of a site happens and things are not migrated properly (or if there's a hiccup in the migration process).
