This thread is resolved. Here is a description of the problem and solution.
Problem: The client was unable to insert a new WPML license key because the website was registered under a different account, which the client did not have access to. The client was looking for a way to unregister the old key and register the new one. Solution: We recommended two approaches to resolve the issue: 1. Navigate to the WPML Commercial tab in the WordPress admin or directly access https://gottazcentre.ch/wp-admin/plugin-install.php?tab=commercial. Here, the client should find and click on 'Unregister WPML' and then use the 'Register WPML' option to add the new key. 2. As a workaround, we suggested adding the license key directly to the
wp-config.php
file. This involves editing the file and adding the following line of code:
If these steps do not resolve the issue, we advised the client to provide us with temporary access to the site for further investigation, ensuring all privacy and security measures are adhered to.
Please note that this solution might be outdated or not applicable to your case. If you continue to experience issues, 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 needed, do not hesitate to open a new support ticket at WPML support forum.
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Background of the issue:
The website was registered in another account which I don't have access to and I am trying to insert the new key generated in my account for the website (hidden link). The website admin -> plugins -> Add New has the message 'Remember to remove WPML from this website' when I select Yes I have an account it takes me to my WPML account but I don't know where to go from there. I have the website already registered, and have the new key.
Symptoms:
I cannot insert the new license key.
Questions:
Where can I paste the new license key so the website is correctly licensed?
I have a Lifetime license.
Languages: English (English )Portuguese (Brazil) (Português )
Timezone: America/Sao_Paulo (GMT-03:00)
Hello Tom,
Can you please access the Commercial tab or simply click the link hidden link
In there you should see an option Unregister WPML. Click on it and a new option will appear 'Register WPML'. Add the key you generated and the issue should be fixed.
Obs.: When adding the site to the WPML account page to create the key, it is necessary to use the exact same format as available inside the wp-admin > settings > general, eg.: http or https | www or non-www, otherwise there might be an issue with the validation.
Thank you, please let us know how that goes.
Mateus
If it doesn't work, I would like to request temporary access (wp-admin and FTP) to your site to take 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.
- Please make a backup of 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
Please, let me know if you need any additional details. Have a nice day.
