credits not showing and does not allow products to be sent for translation.

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

Problem:
You are experiencing issues on dianasilver.com where the system does not recognize credits and does not allow selected products to be sent for translation.
Solution:
We recommend generating a new sitekey and replace it in WP > Plugins > Add New > Commercial Tab. This action often resolves issues related to system recognition and translation permissions.

If this solution does not apply to your situation, or if it seems outdated, please check the related known issues and verify that you have installed the latest versions of themes and plugins. If the problem persists, we encourage you to open a new support ticket. For further assistance, visit our support forum.

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

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This topic is split from https://wpml.org/forums/topic/site-key-and-the-credit-system-doesnt-work/

Tagged: ATE

This topic contains 5 replies, has 0 voices.

Last updated by dianaV-9 3 months, 1 week ago.

Assisted by: Kor.

Author	Posts
January 16, 2026 at 3:35 pm #17737666
dianaV-9	Yes. Now on dianasilver.com the system does not see the credits and does not allow the selected products to be sent for translation.
January 16, 2026 at 3:37 pm #17737700
Kor	Thanks for your patience. I will require temporary access (WP-Admin and FTP) to your Website. Please note that it is important to have a backup for security purposes and to prevent any potential data loss. You can use the UpdraftPlus plugin (https://wordpress.org/plugins/updraftplus/) to fulfill your backup requirements. Your upcoming reply will be treated with confidentiality and will only be visible to you and me. ✙ To resolve the issue, I may need your consent to deactivate and reactivate plugins and the theme, as well as make configuration changes on the site if necessary. This emphasizes the significance of having a backup.
January 16, 2026 at 3:45 pm #17737707
Kor	Thanks for your patience. Please also generate a new sitekey for dianasilver.com
January 16, 2026 at 3:47 pm #17737710
Kor	Thanks for your reply. Sorry for the confusion, I actually need you to share access to dianasilver.com on this ticket.
January 16, 2026 at 3:49 pm #17737712
dianaV-9	okay i generate new sitekeys! Dianasilver.com : 432882f4e9 Drescherjewellery.com: 26bba13436
January 16, 2026 at 3:55 pm #17737719
Kor	It looks correct now. Check screenshot for hidden link
January 16, 2026 at 4:05 pm #17737753
dianaV-9	thanks. now working the 2 site.