marcoM-185

Problem:
The client lost 60,000 credits after updating Elementor Pro and WPML Plugin and reassigning the license. Despite trying to reassign the credits to the production site and unregistering and re-registering the site, the credit balance still showed zero.
Solution:
First, we advised the client to move the credits back to their WPML.org account by clicking "add/remove credits" on https://wpml.org/account. Next, the client should remove the current site key and generate a new one on https://wpml.org/account/sites/, then unregister and re-register WPML with the new key on their website's backend under Plugins > Add new > Commercial. Finally, re-add the credits to the site following the steps provided in https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/.
Additionally, we located a total of 399,944 credits previously stuck to the last automatic translation account and reassigned them to the client's current account.

If this solution does not resolve your issue or seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have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 problem persists, please open a new support ticket at WPML support forum.

Problem:
The client was unable to see the automatic translation credits available on their main site after a WordPress update, despite the WPML license showing credits as available. They had previously resolved similar issues by re-adding the site, but this time it did not work.

Solution:
We found multiple automatic translation accounts with remaining credits that seemed to be unused due to multiple reinstalls or site moves. We consolidated these credits back into the client's WPML.org account. We then instructed the client to:
1. Remove the existing key for the current site from their WPML.org account sites page (https://wpml.org/account/sites).
2. Generate a new key.
3. Go to their site's backend, navigate to Plugins > Add new > Commercial, unregister WPML from the old key, and re-register WPML with the new key.
4. Assign the credits back to their site by following the steps provided in our documentation (https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/).

We also requested the client to share their Automatic Translation account ID from the WPML > Support > Troubleshooting section for further assistance.

Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If you're still experiencing issues, we highly recommend checking related known issues (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 problem persists, please open a new support ticket with us for further assistance.

Problem:
The client had an issue where their automated translation credits were showing as zero despite having credits available. They also encountered a request from WPML to confirm the new site address, which was confusing since they only use the domain name and not the IP address.

Solution:
1. We located the client's account and restored "86950" credits to their WPML.org account.
2. We instructed the client to remove the current key for their site and generate a new one by following these steps:
- Visit https://wpml.org/account/sites/
- Remove the current key and generate a new one
- Copy the new key
- Go to the WordPress backend > Plugins > Add new > Commercial > Unregister WPML and then Register WPML with the new key
3. We provided a link to the documentation on how to assign the restored credits to their site: https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/

Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If you're still experiencing issues, 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 problem persists, please open a new support ticket at our support forum.