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Supporter timezone: America/Los_Angeles (GMT-08:00)

This topic contains 6 replies, has 2 voices.

Last updated by Bobby 1 month, 3 weeks ago.

Assisted by: Bobby.

Author Posts
September 6, 2024 at 6:26 pm #16150184

rachelD-8

Background of the issue:
I was told to register the site again for my client to purchase a new subscription directly from the Purchase page. They will have their own separate account, and everything will keep working the same while they do this. No WPML content will be affected on their site.

Symptoms:
It is not showing I have any credits after registering the site again.

Questions:
Why are the credits not transferring after registering the site again?

September 6, 2024 at 7:08 pm #16150359

Bobby
Supporter

Languages: English (English )

Timezone: America/Los_Angeles (GMT-08:00)

Hi there,

Please review our documentation here on how to transfer your credits.

Let me know your results, please.

September 12, 2024 at 4:17 pm #16172822

rachelD-8

Hi! I have been replying via email and haven't received a response. I tried the steps and it is still saying I have no credits.
It only gives me an option to do pay as you go or buy translation credits. I should have 90,000 credits located in the plugin dashboard on wordpress but it is saying I have zero.

September 12, 2024 at 4:17 pm #16172823

rachelD-8

See image attached.

image (1).png
September 12, 2024 at 7:58 pm #16173378

Bobby
Supporter

Languages: English (English )

Timezone: America/Los_Angeles (GMT-08:00)

Hi there,

I am not sure which email you are responding to but this thread is the best location for you to receive support and have us resolve this for you.

Please share the following:

- Your current URL

- URL you are transferring the account from

September 13, 2024 at 1:35 pm #16175941

rachelD-8

Previously, someone else managed the site, but they no longer work here and are using that account for personal projects. I was advised by them (they created a support ticket and provided instructions) to create a new account and purchase a plan, but their instructions did not work.

Old url and new url are the same: hidden link

September 13, 2024 at 7:29 pm #16177611

Bobby
Supporter

Languages: English (English )

Timezone: America/Los_Angeles (GMT-08:00)

Ok, I can see what happened as I was able to pull up your credits, however, I do see more credits than just 90,000.

Is that person still using the credits account for their personal project as well?

Eitherway I have found the account connected to the URL you shared and I can connect it again correctly.

I would like to request temporary access (wp-admin and FTP) to your site.

**Before we proceed It is necessary to take FULL BACKUP of your database and your website. Providing us with access, you agree that a backup has been taken **

I often use the Duplicator plugin for this purpose: http://wordpress.org/plugins/duplicator/
You will find the needed fields for this below the comment area when you log in to leave your next reply.
The information you enter is private which means only you and I have access to it.

Thank you,
Bobby

The topic ‘[Closed] Registering Site again but credits not transferring’ is closed to new replies.