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This topic contains 3 replies, has 2 voices.

Last updated by ninaB-6 1 year, 5 months ago.

Assigned support staff: Mihai Apetrei.

Author Posts
January 10, 2019 at 6:40 pm #3077742

ninaB-6

I am trying to:

update WPML but cannot, says it will expire in 24 days but I have a lifetime license.

I expected to see:

Instead, I got:

January 10, 2019 at 7:55 pm #3077944

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi and thank you for contacting WPML Support!

I will be happy to help you with this.

As far as I can see, you added a site key for this site: hidden link

Can you please let me know if you added the key in the backend of the site following the steps here: https://wpml.org/faq/install-wpml/#register ?

If you think that you followed all the steps already, I would like to request temporary access (wp-admin and FTP) to your site to take a better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. The information you will enter is private which means only you and I can see and have access to it.

Our Debugging Procedures

I will be checking various settings in the backend to see if the issue can be resolved. Although I won't be making changes that affect the live site, it is still good practice to backup the site before providing us access. In the event that we do need to debug the site further, I will duplicate the site and work in a separate, local development environment to avoid affecting the live site.

Privacy and Security Policy

We have strict policies regarding privacy and access to your information. Please see:
https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/

**IMPORTANT**

- Please make a backup of the site files and database before providing us access.

- If you do not see the wp-admin/FTP fields this means your post & website login details will be made PUBLIC. DO NOT post your website details unless you see the required wp-admin/FTP fields. If you do not, please ask me to enable the private box.

The private box looks like this: hidden link

I will be waiting for your response.

Kind regards,
Mihai

January 14, 2019 at 10:05 am #3086598

Mihai Apetrei
Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi.

Please follow the steps below:

1) Click on the Plugins > Add New > Commercial
2) Click on the "Unregister WPML from this site" button
3) Click on the " Register WPML" button
4) Click on the "WPML account" link, that will be displayed.
5) Copy the key again and add it to your site.

Please let me know your results

Thank you,
Mihai

January 14, 2019 at 3:22 pm #3088418

ninaB-6

My issue is resolved now. Thank you!