Ciao supporto WPML,
sto riscontrando un problema di sincronizzazione tra WordPress e il portale WPML.
Dettagli
Dominio: hidden link
Hosting: SiteGround
WPML registrato in WordPress: Sì, risulta correttamente registrato e ricevo gli aggiornamenti (in WPML → Registrazione / Commerciale vedo che è collegato e “registrato”).
Nel portale WPML: lo stesso sito risulta Inactive (Show Key), e nella sezione Automatic Translation credits vedo 0 credits available, nonostante risultino credits assigned (es. 200000).
Problema
I crediti assegnati dal portale non vengono visualizzati nel backend di WordPress e non posso usare la traduzione automatica.
Ho già provato a:
Deregistrare e registrare di nuovo il sito con la stessa chiave
ma la situazione non cambia: WP dice registrato, portale dice Inactive e i crediti restano a 0 nel sito.
Dati WordPress URL (Impostazioni → Generali)
Indirizzo WordPress (URL): hidden link
Indirizzo sito (URL): hidden link
Richiesta
Potete verificare lato vostro:
perché il sito appare Inactive nel portale anche se in WP è registrato?
perché i crediti prepagati non si sincronizzano/mostrano in WordPress?
se ci sono blocchi di comunicazione (API/REST, firewall, ecc.) che impediscono la validazione del sito dai vostri server?
Hi Lucas, additional detail: the site hidden link had disappeared from the Owner account, so I manually added it again there (that’s why it now shows in Owner and can generate a new key).
However, this creates/uses an Owner-linked site key, which won’t access the End User account’s automatic translation credits.
Historically, the site had been transferred to the End User account and credits were assigned there, but later the site disappeared from the End User portal and credits stopped syncing.
Could you please check internally for:
a previous/ghost site record for this domain,
duplicated site entries,
or a client/end-user association issue after renewal,
and then reassign/restore the site under the correct End User account so the End User credits sync again?
Thank you for updating me. I've taken all the information you shared so far to a team that's specialized on accounts. We'll check for the information you requested.
It might take a day or two for them to analyze. I'll keep you updated.
I’m writing to request an update on the internal review regarding the domain hidden link.
At the moment, I can see that:
credits are now assigned to the site (and some have already been used),
however, the site/account still appears as Inactive in the WPML portal.
This is concerning, because if I were to add new credits in the future, I’m worried the same synchronization issue would occur again.
Additionally, I would like to understand why the other related thread was closed even though the issue does not appear to be fully resolved yet. The core problem — the Inactive status and the correct association with the End User account — seems to still be pending.
Could you please confirm:
whether the domain is now permanently and correctly associated with the proper End User account, and
whether the Inactive status will be corrected, to avoid issues with future credit purchases and synchronization?
Thank you in advance for your support. I look forward to your update.
The ticket was waiting for your feedback, and was closed due to inactivity (tickets get closed after 14 days, if the client does not provide feedback).
I have forwarded the information you just shared, and will get back to you once I have new information, ok? I still cannot confirm the information you requested, I'm checking.
I’d like to clarify that the ticket was not inactive due to missing information from my side. I had already provided temporary WordPress credentials and all the necessary details for you to proceed with the investigation.
Additionally, the lack of feedback occurred during the Christmas holiday period, while the issue itself is business-blocking and related to account/licensing management on WPML’s side rather than site configuration.
For this reason, closing the ticket due to “inactivity” is quite concerning, especially since the root cause has still not been confirmed or resolved.
I appreciate that you have forwarded the additional information, but I would kindly ask that this case be treated as an ongoing unresolved issue and escalated accordingly, so we can finally confirm:
the correct and permanent association of the domain with the End User account, and
the resolution of the Inactive status to avoid future credit synchronization issues.
I look forward to a concrete update as soon as possible.
However, I must express my concern: this issue has now been ongoing for over two months and is directly related to account ownership and credit synchronization on WPML’s side.
At the moment:
The domain association issue has never been formally confirmed as permanently resolved.
The site still appears as Inactive in the portal.
The root cause of the lost ownership / ghost record has not been explained.
There is no confirmation that future credit purchases will sync correctly.
Given the duration of this case and the fact that it is business-critical (automatic translation credits and licensing management), I kindly request:
A clear confirmation from the systems/2nd tier team about the current status of the domain association.
Written confirmation that the domain is permanently linked to the correct End User account.
An explanation of what caused the ownership loss after renewal, to prevent this from happening again.
A realistic timeframe for final resolution.
I appreciate your support, but at this stage I need this case to be treated as a priority escalation.
I understand your frustration. I've double-checked with our devs the current status and pushed them for a concrete update.
After finding a solution, the credits assignment should occur as expected and you/the client will have full control over it. I apologize for the time it's taking and will make sure to check-in often with our devs to keep you up-to-date on this issue's solution.
We made the necessary changes, and now the website should be available under your account, and the credits should be free to use (you can also add or remove them with no restrictions).
Can you please confirm if everything is behaving as expected now? Again, thank you for your patience.
