[Resolved] Existing credits become zero when purchasing new credits

Problem:
The client reported that their existing credits were zeroed out when new credits were purchased or when their subscription was renewed. This issue was not website-specific but related to the WPML.org account. The client had previously reported a similar issue during a subscription renewal, which had not been addressed.
Solution:
We escalated the issue to our account specialists for a detailed review. The steps included:
1. Reviewing the client's WPML.org account credit transaction history for the last two purchase/renew cycles.
2. Verifying if historical credits were carried forward or overwritten and identifying the cause of incorrect balance updates.
3. Checking for the existence and response to the client's prior support ticket from the last renewal.
After reviewing, our specialists found that the transaction history was correct, suggesting that the issue might be related to the renewal top-up mechanic. We requested the client to provide more specific information about what they believed went missing, including dates and expected versus actual balances.

If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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 persists, please open a new support ticket so we can assist you directly.