withdraw credits from several WordPress sites

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

Problem:
The client is unable to withdraw credits from several WordPress sites they no longer manage using the 'Transfer credits to WPML.org' option, and receives an error message. They request manual removal of credits from specified sites to be added back to their main WPML account balance.

Solution:
We reviewed the client's request and found that except for one site, all other sites had 2000 free credits provided by us, which are not transferable to the main WPML.org account. Only the credits from the client's own account can be transferred. We manually updated the client's WPML.org account by adding the 2000 credits from their account back to their balance, increasing it from 25000 to 27000 credits.

If you're experiencing similar issues with transferring credits and the solution provided here does not resolve your problem, or if it seems outdated, we recommend checking the related known issues and confirming that you have installed the latest versions of themes and plugins. If the issue persists, please open a new support ticket.

This is the technical support forum for WPML - the multilingual WordPress plugin.

Everyone can read, but only WPML clients can post here. WPML team is replying on the forum 6 days per week, 22 hours per day.

Tagged: Credits

This topic contains 4 replies, has 1 voice.

Last updated by Mihai Apetrei 4 weeks, 1 day ago.

Assisted by: Mihai Apetrei.

Author	Posts
November 21, 2025 at 3:15 pm #17599693
alexandrosK-5	Background of the issue: I am trying to withdraw credits from several WordPress sites that I no longer manage. According to your instructions, if I don’t have access to the site, I can delete the site key to return the credits to my WPML account. However, when I try to use the 'Transfer credits to WPML.org' option in all sites, I receive an error message. Symptoms: Cannot withdraw credits to wpml.org, please contact support. Questions: Can you manually remove all credits from the specified sites and add them back to my main WPML account balance? Is there anything else needed from my side to resolve this issue?
November 21, 2025 at 3:17 pm #17599699
alexandrosK-5	Hello WPML Support team, I hope you are doing well. I am trying to withdraw credits from several WordPress sites that I no longer manage. According to your instructions, if I don’t have access to the site, I can delete the site key to return the credits to my WPML account. However, when I try to use the “Transfer credits to WPML.org” option in all sites, I receive the message: “Cannot withdraw credits to wpml.org, please contact support.” Therefore, I kindly request your assistance to manually remove all credits from the following sites and add them back to my main WPML account balance (where I already have 25,000 credits): can*****.com → 1912 credits mar***.gr → 2000 credits we***s.gr → 2000 credits foo***.com.gr → 984 credits aes***s.gr → 578 credits bi***.gr → 2000 credits re***se.gr → 1806 credits franc***a.com → 4000 credits alexa****e.gr → 2000 credits Total to restore: 17,280 credits Please remove all assigned credits from these sites and return them to my main WPML credit balance. Thank you very much in advance for your help! Let me know if you need anything else from my side.
November 21, 2025 at 3:18 pm #17599700
alexandrosK-5	please find attached a screenshot
November 21, 2025 at 8:34 pm #17600621
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+02:00)	Hi there. Can you please let me know if you tried to remove the site keys from here: http://wpml.org/account/sites Because removing them from there usually adds the remaining credits back to your current WPML.org credits balance. Please let me know. Mihai Apetrei
November 22, 2025 at 8:41 am #17600900
alexandrosK-5	Hi Mihai, Thank you for your reply. Yes, I am aware that removing the site keys from wpml.org/account/sites would return the remaining credits, but I do not want to delete the sites from my account. I only want the assigned credits to be transferred back to my main WPML credit balance without deleting the site entries. At the moment, the “Transfer credits to WPML.org” option inside each site shows the message: “Cannot withdraw credits to wpml.org, please contact support.” This is why I reached out — I need your assistance to manually move the credits back to my account while keeping the site keys intact.