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This topic contains 3 replies, has 2 voices.

Last updated by Bobby 8 months, 1 week ago.

Assisted by: Bobby.

Author Posts
September 20, 2023 at 9:27 am #14428003



Again my live site is not showing the credits that should be assigned to it - see 1st screenshot attached.

My other two development sites are linked and share the credits on my account.

I am unable to link my live site as well as it does not give me the option when I go to Translation Management > Tools. See second screenshot attached.

I have already tried unregistering WPML and re-registering it with the site key but this has made no difference.

Please can you fix this so it doesn't happen again. Thanks.

Screenshot 2023-09-20 at 10.16.57.png
Screenshot 2023-09-20 at 10.18.33.png
September 20, 2023 at 11:54 pm #14433963


Languages: English (English )

Timezone: America/Los_Angeles (GMT-07:00)

Hi there,

Please note that the WPML key does not hold any information related to your ATE account(automatic translation account that holds your credits)

Registering and unregistering will not help in this case.

Also, when I review the account from our side I am able to see over 7 results meaning that a new ATE account is frequently created, this will typically happen when moving a site from staging to live or local to live often.

please review the following documentation as it will help prevent this.

I have migrated the organization with the credits into the one without them, please let me know if it is working as expected now.

September 21, 2023 at 5:02 pm #14441273


Thanks Bobby, it's working now.
I'll review the documentation and make sure when we're migrating we don't have these issues again.
One other thing, why does my live site URL not show up on my account page - see screenshot attached

Screenshot 2023-09-21 at 18.00.36.png
September 21, 2023 at 5:31 pm #14441469


Languages: English (English )

Timezone: America/Los_Angeles (GMT-07:00)

Thank you for updating me!

That is because the ATE account was most likely created with the staging site first, but now the staging site and live site are connected and sharing the same ATE account.

In the future, you can also do this manually if it ever happens again so you wont have to wait for our team (not that I expect it to happen but just in case 🙂 )

This ticket is now closed. If you're a WPML client and need related help, please open a new support ticket.