Our website was connected to WPML, and I initially used up all available credits. After purchasing additional credits and attempting to assign them to the site, the system showed there was no connected website.
I then went to the Registered Sites section in my WPML account, removed the pre-existing site, and tried to add it again. However, during registration, only the newly purchased credits were available; my previous credits were no longer visible. (but it looks like still being used on the website)
My goal is to combine both the old and newly purchased credits and re-register the site using a new site key. However, I cannot find an option in WPML to update or change the registration key.
For context:
- We are using the WordPress Bedrock framework. The OTGS Installer is not compatible, so WPML plugins were installed manually via downloads from my account and extracted to the Bedrock plugin path.
Could you please advise how I can:
- Sync or restore both old and newly purchased credits to my site
- Re-register or update the site key in WPML under the manual setup (No commercial available in Plugin > Add new)
The Website is hidden link
Newly purchased Credits - 90,000 by 2026/05/05
Old Credits were around 120,000.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Madrid (GMT+02:00)
Hi tehre!
This is Paola and I hope you are well!
I can see that there isn’t a site key connected to this site at the moment. To add new credits, you’ll need to generate a new key (with the credits assigned) and then register it on your WordPress site.
You can do this by going to Plugins → Add New → Commercial, then clicking on Unregister and registering the new key.
Let me know once it’s done or if you need any help along the way!
I previously deleted the site key that was connected to the website, which is why it is no longer visible on your end.
I have now created a new site key, but only the newly purchased credits are available. The old credits (approximately 120,000) still appear to be tied to the removed site key.
Would it be possible to reassign or merge the credits from the deleted site key into the new one? My goal is to combine the old credits with the newly purchased 90,000 credits under a single site key.
Once combined, I plan to use the following constant (as referenced in your FAQ) to register the site within our Bedrock setup:
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Madrid (GMT+02:00)
Hi!
I checked the credits assigned to this website, and a total of 142k credits were allocated. So far, 135,276 credits have been used, which means you still have 6,724 credits available.
So no worries, you will not lose those remaining credits.
The old site key contained the original 142k credits, from which around 135,276 credits were already used. I deleted that site key because the newly purchased 90k credits are not assigned and combined with the existing 142 credits, which is why I generated a new site key; but the newly generated site key only contains the additional 90k credits, and the 142k were not included in the new site key.
Despite that, I still tried to register the new site key using OTGS_INSTALLER_SITE_KEY_WPML for Bedrock compatibility. When I tested the new site key (with the 90k credits), it worked correctly on the website. Additionally, the previous 120k+ credits still appear to be retained and recognized by WPML, even though they are no longer associated with the new site key. Since the old site key has already been removed, I’m concerned this may pose a risk if those 120k+ credits are later revoked or no longer recognized by the site, especially now that the website is registered using the new key.
But the current status is: All WPML-detected content has been successfully translated.
The translations appear to have used both the old 120k+ credits and the newly purchased 90k credits.
My question is, would it be possible to merge all credits into a single site key? I can also try regenerating another new site key again if needed, or perhaps the current site key with the 90k credits can be updated to include the previous 120k+ credits. We expect to have the 232k credits, which are from 90k (newly purchased) + 142k credits (old credits) used and unused credits.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Madrid (GMT+02:00)
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.
**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
Sorry for the delay. Would it be okay for you to If I provide access to the site files through the repository instead? We can grant you access there for easier file management and review.
Regarding the WordPress backend username and password, I will send those to you later along with the repository access if that works for you.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Madrid (GMT+02:00)
Hi there!
I checked our systems and I can confirm the following credit allocations for this website:
- On April 29th, 130,000 credits were assigned.
- On May 5th, an additional 96,724 credits were assigned.
This means that a total of 238,724 credits have been assigned to the site.
Out of these, 219,336 credits have already been used, leaving 19,388 credits available, which matches the amount currently displayed on your site.
Hello, the computation you provided has a little discrepancy.
I think this is the correct computation based on the total number of credits you provided.
130,000 + 96,724 = 226,724 credits
207,336 was already assigned
19,388 remaining credits - hidden link
I dont know where the 238,724 total credits came from? does it include free credits? or do I computed it wrong, please let me know,
Also comparing it to the previous number of credits you provided we have 142k existing credits allocated. and so far, 135,276 credits have been used.
Please confirm if all credits have now been combined into a single site key. During the registration of the new site key, I was only able to assign 90,000 credits, even though the old site key with 130,000 credits had already been removed. Because of this, I was unable to use those remaining credits. But both the old and new site keys are registered under the same website domain, so I would appreciate confirmation on whether the credits should have been carried over or combined.
