Transfered Account to client

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

Problem:
The client is unable to renew the existing WPML subscription that was transferred to them. Instead, the system prompts them to start from scratch and choose a new account type with all licenses.
Solution:
We recommend that the client should email hello@wpml.org again, providing a detailed explanation of the issue. We will contact our team to ensure that additional assistance is provided.

Please note that this solution might be irrelevant if it's outdated or not applicable to your case.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 the issue persists, please open a new support ticket at WPML support forum.

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Tagged: Account Issues

This topic contains 2 replies, has 2 voices.

Last updated by Andrey 1 year, 7 months ago.

Assisted by: Andrey.

Author	Posts
September 18, 2024 at 7:48 pm #16195267
susanS-10	Background of the issue: I submitted a support ticket earlier regarding the account that was transferred to the client. The employee who was originally on the account left, and they couldn't access the account anymore. They have since gotten in, but when they go to renew, it is not for the account I transferred them; it is having them start from scratch and choose what type of account they want. The client also emailed the hello@wpml.org address, and they were helpful in getting it transferred. Symptoms: When the client tries to renew, it is not for the account I transferred them; it is having them start from scratch and choose what type of account they want with all the licenses. Questions: Why cannot the client renew the existing subscription that was transferred to them?
September 19, 2024 at 5:08 pm #16200367
Andrey WPML Supporter since 06/2013 Languages: English (English ) Russian (Русский ) Timezone: Europe/Kyiv (GMT+03:00)	Thank you for contacting WPML support. Please request your client to email hello@wpml.org again and provide a detailed explanation. I will contact the team and inform them that additional assistance is required.
September 19, 2024 at 7:29 pm #16200664
Andrey WPML Supporter since 06/2013 Languages: English (English ) Russian (Русский ) Timezone: Europe/Kyiv (GMT+03:00)	I was informed that our team has already emailed the client.