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This topic contains 4 replies, has 2 voices.

Last updated by omarA-16 2 months, 1 week ago.

Assigned support staff: Mihai Apetrei.

Author Posts
August 2, 2019 at 11:05 am #4329221

omarA-16

i buy a new subscription

but i cant revalidate and i cant unregister to put the new key

August 2, 2019 at 11:56 am #4329731

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.

Can you please let me know if there is any error that you received when you tried that? Any screenshots or screen recordings would help.

You should be able to go to Plugins > Add new > Commercial and unregister from there.

Something else you can try is to create a full backup of the site first, then disable all the non-WPML plugins and see if you can unregister now.

If you already tried that, 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

In order to be able to help you faster, can you also please paste your WPML Debug information in the Debug information field?
http://wpml.org/faq/provide-debug-information-faster-support/

I will be waiting for your response.

Kind regards,
Mihai Apetrei

August 2, 2019 at 12:13 pm #4329875

omarA-16

it shows like this and it keeps loading

August 2, 2019 at 4:49 pm #4331645

Mihai Apetrei
Supporter

Languages: English (English )

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

Thank you for the screenshot.

Can you please try this:

- create a full backup of the site first, then disable all the non-WPML plugins and see if you can unregister now; it should work.

If not, please give me access to the site below.

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.

PS: Just a note that I won't be working on the weekend so I will be able to get back to you at the beginning of next week.

If you would prefer to not wait for a ticket response, you can mark this current ticket as resolved and in the process of creating a new ticket, you can select the "Live chat" option (it should be the default method now).

Kind regards,
Mihai Apetrei

August 3, 2019 at 4:18 am #4333911

omarA-16

My issue is resolved now. Thank you!