Problem: The client had an issue where their site dashboard was not reflecting the correct amount of automatic translation credits after purchasing and assigning them. The site had previously been on a staging URL and had encountered a problem where the WPML plugin was unable to create a table in the database, which was resolved by the support team.
Solution: We asked the client if the website was initially on a different domain and requested temporary access to the site for further investigation. We also provided instructions on how to back up the site and reassured the client about our privacy and security policy.
After receiving the necessary information and credentials from the client, we advised them to: 1. Move the credits back to their WPML.org account by following the steps in our documentation on how to assign automatic translation credits to your sites. 2. Remove the current site key and generate a new one from the WPML account sites page. 3. Unregister and re-register WPML on their site with the new key. 4. Re-add the credits to the site following the same documentation.
This process resolved the issue, and the correct amount of credits was then displayed on the site dashboard.
If you're experiencing a similar issue, we recommend trying the steps outlined above. However, please note that the solution might be irrelevant due to being outdated or not applicable to your case. If these steps do not resolve your issue, 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 you still need assistance, please open a new support ticket in our support forum.
