This thread is resolved. Here is a description of the problem and solution.
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.
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Background of the issue:
I placed order no. 16869336 on 27/03/2025 for 40K credits and assigned them as prepaid credits to the site 'longevityindex.cliniquelaprairie.com'. I used them to translate the content into Arabic. After copying the production website 'longevityindex.cliniquelaprairie.com' to the development website 'lonidx.justtry.it', I can no longer see any credits available. I had to force WPML not to insist on migrating between the two sites, as per your post: https://wpml.org/forums/topic/this-site-has-moved-to-a-new-location-19/. I have already tried to unregister and reregister both websites, but nothing has changed.
Symptoms:
After copying the site to the development version, I can no longer see any credits available.
Questions:
Could you please check why I don't see any credit for the automatic translation after copying the site?
Why are the credits not visible on the production website 'longevityindex.cliniquelaprairie.com'?
I've checked our records and I can see 870 credits on hidden link , are you saying that this amount is not visible in WPML > Translation Management > Tools tab?
Also, are you using this sitekey CJynxPs3MH on hidden link ?
Dear Kor,
Thank you for your reply.
I probably didn't explain myself well.
First, I placed the order no. 16869336 on 27/03/2025 for 40K credits and I assigned all of them as prepaid credits to the production website. I made some automatic translations consuming some of them.
Then I copied the production website to the staging one to run some tests (unfortunatly I don't have a staging environmnet in this context, therefore I have to do this task manually).
After copying the production website on the staging one, the message about the migration of WPML license was shown in the WordPress dashborad, so I followed the instructions published in your knowledge base for removing that message on both websites. But there were no more credits in WPML > Translation Management > Tools tab.
I also unregistered and reregistered both websites, in the hope that the credits would be reallocated to my main profile, but the credits were not recovered.
Second, I placed a new order, no. 16928394 on 14/04/2025 for another 40K credits and I assigned 10K to those websites, due to the lack of the previously purchased.
I had to do this because I had to complete the translations from English to Arabic.
Now the 870 credits you see are the ones left over, because I completed the automatic translation of the contents.
In conclusion, the problem is that in the copy from the production website to the staging website, with the WPML notice about the license transfer, the residual credits of the first order (no. 16869336, 27/03/2025) were lost and despite having unregistered and reregistered both sites, the credits have not been recovered in any way.
I hope I have been clear.
Thanks again for your assistance.
Have a nice day.
I get what you mean now, and I can see two transactions for 40k credits and one transaction with 40k is missing somewhere on 27 Mar 2025. I've credited 40k credits to your account, and you should see 70k credits now on your account dashboard. Feel free to assign it to any Websites that you own.
Thank you Kor, I really appreciate you recrediting me 40K credits.
I hope you found the issue that caused the credits to be deleted, to avoid this inconvenience to other customers.
Thank you again for your support.
Have a nice day.
