Account automatically canceled while using auto translate

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

Problem:
The client was using WPML to translate products and encountered issues with the auto-translate feature stopping. The pay-as-you-go option was deactivated, and upon reactivation, the credit count appeared to reset, increasing the cost per translation. Additionally, the client faced payment issues with their credit card being rejected.
Solution:
We confirmed that the issues with the credit card were due to it being repeatedly rejected by Stripe and our system, requiring additional authentication from the bank. Using a different card resolved the payment issues. We also verified that the usage history and credit count did not reset after reactivating the subscription; the account continues to track prior usage. If you're experiencing similar issues, we recommend trying a different payment method if the current one fails and ensuring that your bank has authorized the transaction. For any discrepancies or further issues, please check related known issues at https://wpml.org/known-issues/, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins. If the problem persists, we highly recommend opening a new support ticket for personalized assistance.
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Tagged: ATE

This topic contains 4 replies, has 1 voice.

Last updated by Jan Štětina 1 week, 3 days ago.

Assisted by: Jan Štětina.

Author	Posts
March 11, 2026 at 12:03 pm #17888460
marcoG-127	i was using wpml to translate my products and the auto translate stopped. it already happened once and i had to re-enter the payment method (i used the same credit card which had plenty of availability), and then the translation started again, but i am ubnsure if the credit count started from the beginning (what i mean is, i know with pay as you go you pay less the more you translate, and i think it was reset). but the more URGENT issue is that now it stopped again, the link to reactivate the pay as you go option is not working and if i hover over it with the mouse it says i canceled my account (which of course i NEVER did) and can try again in 1 hour. Now, my card has funds and i would like help to solve this, i really wouldn't like to buy credits since they are more expensive for the amount of work i need to do. please check the attachment, thank you
March 11, 2026 at 12:41 pm #17888694
marcoG-127	after 1 hour i was able to activate pay-as-you go again. Still my issue is i dont'have any way to be sure the problem won't happen again. Also, the credits count is starting again from zero as if i just subscruved, bringing me to have more expensive credit price (and i am using pay as you go only to get a better pricing option). I would like help on this matter, thank you
March 11, 2026 at 2:07 pm #17889160
marcoG-127	after reaching €100 of translated credits again, the pay as you go feature stopped working one more time.this is very frustrating, please give assistance. This way i have to cotinuosly stop translating.
March 11, 2026 at 3:32 pm #17889448
Jan Štětina Supporter	Hello, and apologies for the frustrating complications you are experiencing. I am investigating the situation right now and will update you as soon as possible.
March 11, 2026 at 8:22 pm #17890308
Jan Štětina Supporter	I see you have marked this thread as resolved. Our records indicate that the card that was used originally was repeatedly rejected by Stripe and our system because the bank has required additional authentication for it. After using a different card, I am seeing a successful payment of the safety limit. As long as the card is accepted by our system, you should be able to use pay-as-you-go without interruptions. Also, from what we can see, your usage history does not appear to have been reset when the subscription was recreated. The account continues to carry a substantial usage after the cancellation and recreation cycle, which means the system is still tracking prior usage rather than starting again from zero. Please reach let us know if you need any further assistance or if you notice any issues or discrepancies whatsoever.