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[Resolved] Multiple Connected Sites Created When Cloning a Staging Environment

This thread is resolved. Here is a description of the problem and solution.

Problem:
The client is trying to resynchronize their production database and files onto their QA server. They encountered an issue where both the QA and Production servers showed 2 connected sites instead of 1, complicating their attempt to share prepaid credits between these environments. The production account displayed as having no credits, while the QA showed one credit.
Solution:
We recommended that the client should deregister and then re-register the sitekey for their QA domain. This can be done by copying the sitekey, navigating to WP > Plugins > Add new > Commercial Tab, and performing the deregistration and registration process. This should resolve the issue of the site showing as 'Inactive' and help in correctly displaying the connected sites and sharing credits.

If this solution does not resolve your issue, or if it seems outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent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 problems persist, please open a new support ticket.

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Last updated by dawnV 6 months ago.

Assisted by: Kor.

Author Posts
July 24, 2025 at 6:04 am #17265951

dawnV

Background of the issue:
I am trying to resynchronize our production database and files onto our QA server. We were prompted to relink the environment to enable our prepaid credits. Upon doing so, both the QA server and Production server now show 2 connected sites instead of the 1 connected site that was previously labeled. We wanted to share the credits from the production account with the QA environment, as we previously had enabled. We attempted to remove the connected sites to reenable just the one but are now stuck. We are going to try and resync the QA environment and relink production and QA accounts again. Link to a page where the issue can be seen: https://wpml.org/account/manage-credits/

Symptoms:
Production reads as 374,040 credits, while QA reads as 0. Additionally, in wpml.org, production reads as having no credits and QA reads as having one credit.

Questions:
How can I ensure that only one connected site is displayed?
How can I share prepaid credits between the production and QA environments as before?
July 25, 2025 at 2:11 am #17269772

Kor
WPML Supporter since 08/2022

Languages: English (English )

Timezone: Asia/Singapore (GMT+08:00)

Thanks for contacting us. Based on the screenshot that you shared, it says "Inactive" above your qa domain name. Could you please copy the sitekey and navigate to WP > Plugins > Add new > Commercial Tab > Deregister the sitekey and re-register the sitekey? Then, let us know if it fixes the issue you had there.
July 29, 2025 at 7:50 am #17277370

dawnV

I think we're ok, we had to create a new site key for our QA domain, and from there we were able to connect the two sites again. The hidden link site is still listed as Inactive but at least we were able to connect the sites to share credits again.

I think this means that QA is serving as the main account with credits and hidden link is sharing with that? Should we be swapping that to that hidden link is the main account sharing credits with QA?