This thread is resolved. Here is a description of the problem and solution.
Problem: The client renewed their WPML license and received a total of 92,000 credits. Despite assigning these credits to their website through the WPML.org account, only 352 credits are visible and usable for translations in the WordPress backend under the WPML → Translation Dashboard → Translation Tools tab.
Solution: 1. Verify the centralized and per-site balance of credits in the WPML.org account and cross-check against the registered site’s URL. 2. Check for discrepancies in the credit log or misapplied assignments in the backend. 3. Confirm that the site registration matches between WPML.org and the site backend, ensuring there are no duplicate registrations or domain mismatches. 4. Do not repeat standard credit assignment instructions or dashboard checking steps as these have already been tried. 5. If the issue persists, escalate internally for backend investigation due to a possible synchronization or billing anomaly.
This solution might be irrelevant if it’s outdated or not applicable to your case.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 problem continues, please open a new support ticket at WPML support forum for further assistance.
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Please PAY ATTENTION
I've had a terrible mess in some pages of the site. Some italian mixed with english products.
I didn't do anyting and the only possibility, maybe, an intervention from you...
After a while it seems solved...
Thanks for check!
Laura
Thank you for your reply. Our 2nd Tier Support team is still investigating this issue, and I apologize for any inconvenience caused. We haven’t made any changes to your website yet, as we’re currently waiting for our ATE team to review the matter. However, if the issue happens again, please let me know and I will recheck with our 2nd Tier Support team.
Do you think it will take much longer? I gave you administrator access several days ago, I removed some security checks, and I don't want there to be any problems with the site. I hope you understand, I am the manager, and I don't want to cause any problems for the site... Do you have an idea of whether someone will work on the problem on Saturday and Sunday? Thanks for understand
Thanks for your message, and I completely understand your concern.
I’m sorry for the delay and for any inconvenience this may have caused. To set the right expectation, our 2nd Tier team doesn’t usually work on weekends, so it’s unlikely that there will be progress on Saturday or Sunday. We expect to receive feedback from them on Monday, and I’ll update you as soon as I hear back.
In the meantime, if you’re concerned about site security, you’re welcome to change the administrator credentials or re-enable any security measures you temporarily disabled. That won’t be a problem, and we can request access again if needed once we continue the investigation.
Thank you for your patience and understanding. I’ll make sure to follow up promptly as soon as I have an update.
Thanks for your reply. I’ve reviewed the report, and it’s still pending a response from our developers. I’ve just sent them a follow-up message and hope to receive an update today or tomorrow.
Thanks for your reply. The issue is on our server side, and there is nothing you can do about it. However, our 2nd Tier Support will investigate and try to prevent this from happening in the future.
Sorry, I didn't explain myself clearly.
I understand that the issue was a technical one and that it has now been resolved. I wanted a short course or tutorial on the new way to use WPML using credits. Because I had never used it before.
Can I cancel the user? Is it all finished by your side?
