Pre-paid credits not linked to account

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

Problem:
The client allocated 6000 credits to their staging site but received a message indicating no credits were available when trying to translate content. Additionally, they encountered a 'critical error' message when attempting to translate certain pages.

Solution:
1. We assigned 10k credits to the client's automatic translation account, which they should now see in the top left area of their WPML Translation Management page.

2. We advised the client to move the original 6000 credits back to their WPML.org account by clicking the blue "add/remove credits" button on their WPML account downloads page.

3. We instructed the client to remove the current site key from their WPML account, generate a new one, unregister WPML from the old key, and re-register WPML with the new key on their website. This process is to re-establish the connection between the website and a new clean automatic translation account.

4. For the 'critical error' issue, we recommended checking server configuration and compatibility with WPML's minimum requirements, activating WordPress debug, and testing for plugin or theme conflicts by deactivating all non-WPML plugins and switching to a default WordPress theme.

If the solution provided here does not resolve your issue or seems irrelevant due to being outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent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 you still need assistance, please open a new support ticket at our support forum.

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Tagged: ATE

This topic contains 15 replies, has 2 voices.

Last updated by Mihai Apetrei 8 months, 1 week ago.

Assisted by: Mihai Apetrei.

Author	Posts
March 12, 2024 at 6:45 pm #15401142
Mihai Apetrei Supporter Languages: English (English ) Timezone: Europe/Bucharest (GMT+02:00)	Hi Katharine. I am happy to hear that the initial issue reported in this ticket was resolved and that you were able to access the credits that I assigned to the site. I was not aware of any fatal error that you experienced before, at least we did not talk about it in this ticket so I was not aware of this. Per our Support Policy, we can handle only one issue per ticket. Continuing with one issue per ticket helps not only supporters to focus on one issue at once, but also enables other users to find solutions to their questions faster. Can you please create a new ticket for each separate issue that you are experiencing? That will help us focus on one issue and handle them one by one, each in its own ticket. I will also give you some guides for the "critical error" below so that you can at least make some extra steps until you open a new ticket - this might help you find out what is the exact issue because the error that we see on the screen right now is a general error and we don't know exactly what is causing it from that error message. 1. Usually, the 500 errors (Internal Server Errors - blank pages) are related to the server configuration or server limitations being reached. You can check our documentation to see if you meet all the WPML minimum requirements here: https://wpml.org/home/minimum-requirements/ 2. Also, please take a look here: https://wpml.org/faq/500-error 3. You can also activate WordPress debug to find out more about what is actually happening when you receive that 500 error: https://wpml.org/documentation/support/debugging-wpml/ 4. This issue might also be caused by incompatibility or not 100% compatibility between WPML and (at least) one of the active plugins or the active theme. Can you please try to see if this issue happens even when only the WPML plugins are active and you are using a default WordPress theme? Please try the following steps so that we can test for a compatibility-related issue: - create a full website backup  - disable all plugins except WPML and its add-ons  - check if the issue is happening again  - if it's not, reactivate your plugins one by one, checking every time if the issue shows up again so that you can understand which plugin is causing that issue If the issue happens even with the non-WPML plugins disabled: - leave all the non-WPML plugins deactivated  - switch to a default theme like TwentySeventeen  - try to recreate the issue now If you have the chance, it would be best to do this in a staging (testing) environment. I hope that you will find this information helpful. Also, can you please mark this current ticket as resolved? Thank you for your understanding. Mihai

Author

Posts

March 12, 2024 at 6:45 pm #15401142

Mihai Apetrei

Supporter

Languages: English (English )

Timezone: Europe/Bucharest (GMT+02:00)

Hi Katharine.

I am happy to hear that the initial issue reported in this ticket was resolved and that you were able to access the credits that I assigned to the site.

I was not aware of any fatal error that you experienced before, at least we did not talk about it in this ticket so I was not aware of this.

Per our Support Policy, we can handle only one issue per ticket.

Continuing with one issue per ticket helps not only supporters to focus on one issue at once, but also enables other users to find solutions to their questions faster.

Can you please create a new ticket for each separate issue that you are experiencing? That will help us focus on one issue and handle them one by one, each in its own ticket.

I will also give you some guides for the "critical error" below so that you can at least make some extra steps until you open a new ticket - this might help you find out what is the exact issue because the error that we see on the screen right now is a general error and we don't know exactly what is causing it from that error message.

1. Usually, the 500 errors (Internal Server Errors - blank pages) are related to the server configuration or server limitations being reached.

You can check our documentation to see if you meet all the WPML minimum requirements here: https://wpml.org/home/minimum-requirements/

2. Also, please take a look here:
https://wpml.org/faq/500-error

3. You can also activate WordPress debug to find out more about what is actually happening when you receive that 500 error:
https://wpml.org/documentation/support/debugging-wpml/

4. This issue might also be caused by incompatibility or not 100% compatibility between WPML and (at least) one of the active plugins or the active theme.

Can you please try to see if this issue happens even when only the WPML plugins are active and you are using a default WordPress theme?

Please try the following steps so that we can test for a compatibility-related issue:

- create a full website backup
 - disable all plugins except WPML and its add-ons
 - check if the issue is happening again 
- if it's not, reactivate your plugins one by one, checking every time if the issue shows up again so that you can understand which plugin is causing that issue

If the issue happens even with the non-WPML plugins disabled:
- leave all the non-WPML plugins deactivated 
- switch to a default theme like TwentySeventeen 
- try to recreate the issue now

If you have the chance, it would be best to do this in a staging (testing) environment.

I hope that you will find this information helpful.

Also, can you please mark this current ticket as resolved?

Thank you for your understanding.

Mihai