you ticket support won't let me add the debug info

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.

Sun	Mon	Tue	Wed	Thu	Fri	Sat
-	9:00 – 13:00	9:00 – 13:00	9:00 – 13:00	9:00 – 13:00	9:00 – 13:00	-
-	14:00 – 18:00	14:00 – 18:00	14:00 – 18:00	14:00 – 18:00	14:00 – 18:00	-

Supporter timezone: Europe/Kyiv (GMT+02:00)

Tagged: Credits

This topic contains 11 replies, has 2 voices.

Last updated by Andrey 2 days, 8 hours ago.

Assisted by: Andrey.

Author	Posts
December 5, 2025 at 3:11 pm #17639131
gretaH	I pasted it in and the debug button was just shaded out unclickable
December 5, 2025 at 3:33 pm #17639197
gretaH	This is the wrong ticket.. the ticket I submitted didn't submit but FTI I could not add in the log as when i pasted it into the grey box.. the button never ungreyed so i could not submit.. Hopefully you can see the bot chhat but I can't translate its saying i need to add credits but it's setup as pay as you go so i can't assign any credits to it Using Pay-As-You-Go Payment history and invoices hidden link Credits used this month: 0 Cost to date: 0€ 60052 Prepaid credits left Settings Visit the site's Translation Tools page on the site i get this Out of Credits for Automatic Translation You have 181000 prepaid translation credits in your wpml.org account. Assign these credits to your site to start using automatic translation So im stuck
December 5, 2025 at 4:14 pm #17639281
Andreas W. WPML Supporter since 12/2018 Languages: English (English ) Spanish (Español ) German (Deutsch ) Timezone: America/Lima (GMT-05:00)	Hello, To be able to use prepaid credits, you need to cancel the Pay-As-You-Go subscription at WPML > Translation Dashboard > Translation Tools by clicking "Stop using pay-as-you-go". After that, you should be able to assign credits to the site from wpml.org and use them. If this does not solve the issue, please let us know. Best regards Andreas
December 5, 2025 at 5:51 pm #17639503
gretaH	no not really i wanna do it either way see the sceenshot it has credits, 60,000 of them assigned AND it has Pay as you go activated however in wordpress nothing works
December 5, 2025 at 11:08 pm #17639778
Andreas W. WPML Supporter since 12/2018 Languages: English (English ) Spanish (Español ) German (Deutsch ) Timezone: America/Lima (GMT-05:00)	You can not use prepaid credits while having a Pay-As-You-Go subscription. Please cancel the subscription.
December 8, 2025 at 2:28 pm #17644356
gretaH	no I only added pay per click because it would not me add the credits I would like either to work . Explain why Pay as you go is not working I pay for it it's active I don't care about the other credit's I want it to work on pay as you go I could not add creists BEFORE I added pay as you go Now I added pay as you go and nothing works.. Either way does not work
December 8, 2025 at 4:04 pm #17644711
gretaH	see video pay as you go is off and credits still won't assign hidden link
December 8, 2025 at 9:08 pm #17645382
gretaH	any movement on this I can't translate anything hidden link
December 9, 2025 at 2:08 pm #17648077
gretaH	Can someone please review and help hidden link We can't add credits.. and pay as you go is not working , I have disabled and reenabled pay as you go and tried it both. ways see video of it disabled and no credits adding
December 9, 2025 at 5:49 pm #17648997
Andrey WPML Supporter since 06/2013 Languages: English (English ) Russian (Русский ) Timezone: Europe/Kyiv (GMT+02:00)	This is Andrey here. I will be assisting you further. I need to request temporary access (wp-admin and FTP) to your site, where the problem has been replicated, if possible, so I can be of better help. When you log in to leave your next reply, you will find the needed fields below the comment area. The information you will enter is private, meaning only you and I can see and access it.
December 10, 2025 at 11:18 am #17651822
Andrey WPML Supporter since 06/2013 Languages: English (English ) Russian (Русский ) Timezone: Europe/Kyiv (GMT+02:00)	Thank you for the details. I'll review it and let you know once I have more information.
December 10, 2025 at 2:43 pm #17652738
Andrey WPML Supporter since 06/2013 Languages: English (English ) Russian (Русский ) Timezone: Europe/Kyiv (GMT+02:00)	It appears that no site key is currently connected to your website. Please try the following steps: 1. Go to https://wpml.org/account/sites/ 2. Remove the site entry associated with this website (if one exists). 3. On your website, navigate to Plugins → Add New → Commercial and click Unregister WPML from this site. 4. Once the page reloads, click Register WPML. You will see a prompt asking for a site key — click Get a key for this site. 5. In your WPML account, follow the wizard to generate a new key and make sure to set it as a Production site. 6. Copy the new key and paste it into the Commercial tab on your website.