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

Problem:
You are trying to ensure that the credits in your WPML dashboard match the credits in your account. Despite adding over 50,000 credits, they are not appearing in your WPML dashboard.
Solution:
If you're experiencing this issue, it might be due to a new automatic translation account ID being generated if WPML was uninstalled/reset or if WordPress was reinstalled from scratch. Here's what we recommend you try:
1. Visit your 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. Then, navigate to 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 here: https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/

This solution might be irrelevant if it's outdated or not applicable to your case.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 the issue persists, please open a new support ticket at WPML support forum.

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Last updated by olehV 2 months ago.

Assisted by: Mihai Apetrei.

Author Posts
November 21, 2024 at 4:23 pm #16430198

olehV

Background of the issue:
I am trying to ensure that the credits in my WPML dashboard match the credits in my account. I've checked the site key and it matches my account, and there are no other connected sites. The site I need help with is hidden link.

Symptoms:
I've added over 50,000 credits to my site and they're not showing up in my WPML dashboard.

Questions:
Why are the credits not showing up in my WPML dashboard despite adding them?
What steps should I take if disconnecting and reconnecting the site does not resolve the issue?

November 21, 2024 at 9:09 pm #16431094

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+02:00)

Hi there.

I'm sorry to hear that you are going through this, and I'm here to help you resolve it.

Those credits probably got stuck.

So, please let me explain why I think this situation with the credits might be happening.

When you initially install and set up WPML, an automatic translation account ID is created.

If you uninstall/reset WPML or reinstall/set WordPress from scratch, a new automatic translation account ID will be generated, and the credits will remain in the old account.

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?

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

November 22, 2024 at 10:01 am #16433023

olehV

Thanks, this resolved the issue.