Skip Navigation

Home › Support › English Support › [Resolved] Translation credits

[Resolved] Translation credits

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

Problem:
The client has an issue where their WPML account shows 10K translation credits assigned to their website, but the backend displays only 6 credits remaining, indicating a possible issue with the linking of credits.
Solution:
We recommend the following steps to resolve the issue:
1. Navigate to the Plugins → Add New page in your WordPress dashboard.
2. Click on the Commercial tab.
3. Press the "Unregister WPML" button.
4. Register WPML again using the recent site key.

If the above steps do not resolve the issue, we suggest:
1. Visit https://wpml.org/account/sites/ and remove all existing site keys for the current site.
2. Create a new site key and see if this resolves the discrepancy.

If this solution does not seem relevant to your situation, please open a new support ticket with us for further assistance.

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: ,

This topic contains 4 replies, has 2 voices.

Last updated by Shekhar Bhandari 1 year, 4 months ago.

Assisted by: Shekhar Bhandari.

Author Posts
January 9, 2024 at 5:35 am #15162994
January 9, 2024 at 5:55 am #15163011

Shekhar Bhandari
WPML Supporter since 03/2015

Languages: English (English )

Timezone: Asia/Kathmandu (GMT+05:45)

Hello there,

Welcome to WPML support. I'd be happy to help you with this.

It looks like the sitekey you used to register the site is different than the one on WPML.org account so it's showing a difference.

To fix this: follow these steps:
1. Go to the Plugins → Add New page.
2. Click on the Commercial tab.
3. Then, click the "Unregister WPML" button.
4. Click on Register WPML and use the recent site key.

Let me know if this helps.

Thanks
January 10, 2024 at 4:31 am #15167151

Christine Bieri

I have done this. Still same issue.
In fact, I also tried unregistering...and then logging out... and then going to WPML (unregistered) and it still says 6 prepaid credits left.

So right now it's not registered, I still have credits - there has to be something going on...

I have created a user for you to check, please let me know how I can get the login information to you.
January 10, 2024 at 4:45 am #15167154

Shekhar Bhandari
WPML Supporter since 03/2015

Languages: English (English )

Timezone: Asia/Kathmandu (GMT+05:45)

Hello there,

To debug this issue further, I would need to check your site settings once, for this I would need temporary access (wp-admin and ftp) to your site.

So could you please provide me with those details, you will find the needed fields for this below the comment area when you log in to leave your next reply.
hidden link

This info is private and available to you and WPML supporters only.
Read more about this: https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/

Note:
Backup your sites before providing the credentials or if possible provide credentials for the test site

Look forward to your reply.

Thanks
January 10, 2024 at 5:17 am #15167212

Shekhar Bhandari
WPML Supporter since 03/2015

Languages: English (English )

Timezone: Asia/Kathmandu (GMT+05:45)

Hello there,

Thank you for the details.

As a test, can you go to https://wpml.org/account/sites/ and remove all existing site keys for the current site and create a new one to see if it helps?

Look forward to your reply.

Thanks
January 10, 2024 at 8:07 am #15167431

Christine Bieri

Thank you for your help!