susanS-10

Problem:
The client transferred a WPML account to another person who was later fired, and now no one in the company can access the account to renew the subscription. The client is unsure if they need to repurchase the subscription as a new customer or if there is a way to transfer it back.
Solution:
If the account was transferred and the new account holder is no longer available, the only option is to let that account expire and create a new WPML account. The client will need to purchase a new subscription at the normal price, as the discount benefits from the previous account are no longer accessible. They can generate a new key for their domain by creating a new account and logging in at https://wpml.org/account/sites. If the email associated with the old account is owned by the company, they might regain access by contacting the Accounts team at hello[at]wpml.org.

Please note that this solution might be outdated or not applicable to your specific case.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 this does not resolve your issue, please open a new support ticket at WPML support forum.