Prepurchased credits not detected from WPML plugin

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

Problem:
You are trying to use pre-purchased automatic translation credits with WPML, but the plugin does not recognize these credits and prompts you to purchase more. Despite de-registering and re-registering with your key, the issue persists.
Solution:
First, ensure that the credits are correctly assigned to your current WPML account. If you see discrepancies, such as credits appearing in one account but not in another, you might need to transfer these credits back to your main WPML.org account. Follow these steps:
1. Visit https://wpml.org/account/sites/ and remove the current site key.
2. Generate a new site key.
3. Go to your website's backend, navigate to Plugins > Add new > Commercial, and unregister WPML from the old key.
4. Re-register WPML using the new key.
5. Re-add the credits to your site by following the steps provided here: https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/

If this solution does not resolve your issue or seems irrelevant due to changes in WPML versions or your specific setup, we recommend opening a new support ticket. Also, check related known issues at https://wpml.org/known-issues/, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins. For further assistance, please contact us through the WPML support forum.

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Tagged: ATE

This topic contains 5 replies, has 2 voices.

Last updated by Mihai Apetrei 12 months ago.

Assisted by: Mihai Apetrei.

Author	Posts
June 17, 2024 at 11:45 am #15745008
andreasK-143	Background of the issue: I am trying to auto translate new content with our pre-purchased credits which are already added to the dedicated domain, but the WPML plugin does not detect them and asks to purchase more credits. We already tried, de-registration and re-registration with our key, but it was not successful. We have read about a common issue and we need your assistance in this matter to solve the sync issue of our key. Symptoms: The auto-translator should just recognize our pre-purchased credits and execute the translation process. Instead, I got a popup telling me to purchase more credits. Questions: Why is the WPML plugin not detecting our pre-purchased credits? How can we resolve the sync issue of our key?
June 17, 2024 at 8:54 pm #15746887
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Hi there. I was able to find a total of "77590" credits that are assigned to an older automatic translation account (besides the other 80k that you still have active under your current WPML.org account). The most recent one that was created has zero credits (after you correctly followed the steps that you mentioned for generating a new key and RE-registering WPML) and you need to assign credits to it as shown here: https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/ For the moment, I added the "77590" credits to your current account (so now you should see them on the site, too), and you can use our documentation if you want to add even more) I hope that everything is ok now. Mihai Apetrei
June 18, 2024 at 7:23 am #15747557
andreasK-143	Hi Mihai, thank you for fixing the credits to the correct account. We can see them now in WordPress and it works. But what is confusing, is the 0 credits displayed in our WMPL account now (see attached screenshot). Following your answer, this would mean, that the wrong website linked account is still being displayed in our WPML Account and we have no chance to access the new one? Could the issue be, that both keys have the same URL and are therefore not displayed? Can we fix it by just deleting the current Site URL and then the new linked Site Url will be displayed? Thanks in advance for your support. Kind regards Andreas
June 18, 2024 at 8:53 pm #15750919
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Hi Andreas. That is true. I moved the credits like this so that you can quickly start and use them. I can move them to your WPML.org account (so that you could see them here - https://wpml.org/account), and then you can follow the next steps: Go here (https://wpml.org/account/sites/) > remove the current site key > generate a new one > then go to your website's backend > Plugins > Add new > Commercial > UNregister WPML from the old key > RE-register WPML with the new key. Then, you can re-add the credits to your site by following the steps here: https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/ Please let me know if you would prefer to have me move the credits to the WPML.org account. Or maybe you want to first finish some translation work? Whatever works best for you, that's what we will do.
June 19, 2024 at 8:10 am #15753775
andreasK-143	Hi Mihai, thank you for the support. Yes, please transfer the credits back to our WPML.org Account so we can recreate the new key according to your instructions. Thank you and best regards Andreas
June 19, 2024 at 1:45 pm #15756114
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Sure. So, on 17.06.2024, I assigned the 77.590 credits to the site (moved them from the other account). Now, we have a total of 52.502 available credits left, which I am moving back to your WPML.org account, which currently also has 80.012 credits. So you should now see a total of 132.514 credits here: https://wpml.org/account
June 20, 2024 at 7:29 am #15761737
andreasK-143	Thank you Mihai for your great support. Everything works fine now!