Problem: The client reported that their balance of 90,000 WPML credits had unexpectedly dropped to zero without their knowledge, suspecting a technical issue as they had not used the auto-translation feature and the word count of their website did not justify such a high consumption of credits.
Solution: 1. We advised the client to check their Automatic Translation Usage Report by navigating to WPML > Translation Management > Tools > Payment and settings > Automatic Translation Usage Reports. This would allow them to see on what content the credits were used. Documentation on finding past invoices.
2. We provided a screenshot showing the usage of 90,006 credits and explained that the 'Tools' tab might not be visible if the 'Classic Translation Editor' is active. We suggested switching to the 'Advanced Translation Editor' to view the 'Tools' tab. We also considered the possibility that the 'Translate Everything' feature was active and then disabled, which could have led to the high credit usage. Documentation on Translate Everything.
3. Upon further investigation, we discovered a discrepancy in the report where some pages showed FALSE for credit usage, indicating a potential error. We restored the 90,000 credits to the client's account. We also provided additional documentation to help the client understand how Automatic Translation works, its pricing, and how to estimate costs and get a word count of their website.
If the solution provided here is not relevant to your case, because it might be outdated or not applicable, we highly recommend checking related known issues at WPML known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If you still need assistance, please open a new support ticket. Contact WPML support.
