I submitted a support ticket yesterday, but received no confirmation and can find no record of it. I am unable to transfer credits to my registered site. They show as transferred here, but within WordPress I still have less than 600 credits available for use. I need this resolved ASAP please!
Hello! I have tried both fixes suggested by the AI support, and they did not work. Can someone please look into why I am unable to assign the credits in my WPML account to my website ?
I checked your website in our systems, and it seems that the sitekey is not properly registered. In this case, it's best to re-register the website. Please follow these steps:
1. Go to wpml.org/account/sites and remove the website from the list;
2. Add it again and copy the newly generated key;
3. In your website's admin panel, go to Plugins > Add New > Commercial Tab and click on "Unregister WPML from this site";
4. Register the website again, with the key you copied in step #2;
That should do the trick. Let me know how it goes. After that, you should be able to assign credits to the website as you wish.
We have followed these steps but credits are still not appearing on the site. Despite re-registering, and the new key appearing on the page where I transfer credits, my website still shows up as "inactive" (despite being "active" on the site registration page.)
This is now the third time we have re-registered the site, so I think it's clear at this point that this is not going to solve the problem.
Can we please escalate this to the next level of trouble-shooting?
Thank you for sharing the details. I manually assigned the latest sitekey via our internal system to your website, which should have resolved the issue? Can you please check and confirm?
If not, I'll escalate. I appreciate your patience.
Thank you! The site does now show as Active on the "Assign credits" page, but unfortunately I am still only seeing 526 usable credits within WPML on my site. I've attached a screenshot.
Anything else I need to do on my end, or that you could try?
Quick update: I checked internally (you only have one website registered), and in our systems it says it has 61400 credits assigned. Is that the expected amount?
I have made several attempts to transfer in different amounts since this site was switched from development to production. The credits available when the switch was made carried over, but I haven't been able to assign any credits since the switch.
Yes, we only have the one website registered now - commonapproach.org.
Great news! I've identified and fixed the issue on our end.
Your sites were registered in different organizations in our
system, which is why the credits were not accessible —
organizations don't share credits with each other by default.
I've moved all your sites into the same organization, so your
61,400 credits should now be fully available on commonapproach.org.
Could you please confirm everything looks correct on your end?
Also, just to give you some context — we're currently developing
a new dashboard that will make organizations and credit management
much more transparent and easier to understand. This type of
issue will be much easier to spot and avoid in the future.
Sorry for the trouble this caused and thank you for your patience!
