Problem: The client experienced an issue where after copying their production website to a development site, the prepaid translation credits were no longer visible. Despite following the WPML support team's instructions to handle a license migration message and unregistering and reregistering both sites, the credits did not reappear. Solution: We reviewed the client's account and transactions and identified a missing credit transaction. We credited 40K credits back to the client's account to resolve the discrepancy. The client should now see a total of 70K credits in their account dashboard, which they can assign to any of their websites.
If this solution does not apply to your situation, or if it seems outdated, we recommend checking the related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If issues persist, please open a new support ticket.
Problem: El cliente está intentando actualizar el plugin WPML en su sitio web y recibe un mensaje indicando que su cuenta ha caducado, a pesar de haber realizado la renovación. Solution: Si estás experimentando este problema, te recomendamos seguir estos pasos: 1. Realiza una copia de seguridad completa de tu sitio. 2. Desactiva todos los plugins, excepto los de WPML. Es recomendable hacerlo en pequeñas cantidades, idealmente de 3 en 3. 3. Reactiva los plugins poco a poco para identificar si hay algún conflicto que afecte a WPML. 4. Ve a Plugins > Añadir nuevo > Comercial y haz clic en “dar de baja” el sitio. Luego, copia la clave del sitio desde wpml.org y regístralo nuevamente. Si después de seguir estos pasos el problema persiste, la solución podría ser irrelevante debido a que está desactualizada o no aplica a tu caso. Te recomendamos revisar los problemas conocidos, verificar la versión del arreglo permanente y confirmar que tienes instaladas las últimas versiones de los temas y plugins. Si necesitas más ayuda, no dudes en abrir un nuevo ticket de soporte en nuestro foro de soporte.
Problem: After adding a specific line in the wp-config.php file and increasing the WP memory limit, the WPML plugin displays a success message when updating via the WP admin, but the plugin does not actually update. Solution: If you're experiencing this issue, we recommend you try the following steps: 1. Visit https://wpml.org/account/sites and remove your website from the list. 2. Add your website again and copy the newly generated key. 3. Remove the line
from your wp-config.php file. 4. In your website's admin panel, navigate to Plugins > Add New > Commercial Tab and click on "Unregister WPML from this site". If this option is not visible, proceed to the next step. 5. Register the website again using the key you copied in step #2. After completing these steps, you should be able to successfully update the WPML plugin.
Please note that this solution might be irrelevant if it's outdated or not applicable to your 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 the issue persists, please open a new support ticket.
Problem: The client was unable to log into their WPML account and received a notification that their account had expired. They were confused about how to renew their WPML account and regain access. Solution: We clarified that the client has two accounts: one with a lifetime license (ashok.dudhat@gamsoftwaresolutions.com) and another CMS account that expired (ashok.dudhat@techjobsfair.com). The issue arose from attempting to access the expired CMS account. We advised the client to ensure they are logging in with the lifetime license account to avoid expiration issues. If the problem persists on a website, we recommended regenerating the key following the steps provided here: Regenerate Key Documentation.
If this solution does not apply to your situation, or if it seems outdated, please check the related known issues, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins. We highly recommend opening a new support ticket if further assistance is needed. You can do so here: Contact WPML Support.
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