the plugin on the website says is registered, the wpml dashboard says is inactive

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: Account Issues, ATE

This topic contains 7 replies, has 1 voice.

Last updated by Itamar 2 days, 20 hours ago.

Assisted by: Itamar.

Author	Posts
November 6, 2025 at 3:41 pm #17554683
eugenio-mariaE Site owner	Background of the issue: I am trying to use the credits that we bought for WPML, but I can't because the website on the WPML dashboard says it is inactive. Symptoms: The plugin on the website says it is registered, but the WPML dashboard says it is inactive. Questions: Why does the WPML dashboard show the website as inactive when the plugin says it is registered? How can I use the credits we purchased if the dashboard shows the website as inactive?
November 6, 2025 at 4:09 pm #17554796
eugenio-mariaE Site owner	I've discovered that the license is still tied to the developer's wpml account, but on his wpml dashboard is not possible to delete the site, and on our is impossible to add
November 6, 2025 at 6:04 pm #17555122
Itamar WPML Supporter since 02/2016 Languages: English (English ) Hebrew (עברית ) Timezone: Asia/Jerusalem (GMT+02:00)	Hi, I am sorry for any inconvenience you may have experienced. I'm assigning this ticket to our administrative team. They will check why this problem occurs on your site. Regards, Itamar.
November 6, 2025 at 6:15 pm #17555129
eugenio-mariaE Site owner	If can be of any help, the developer account has a lifetime licence, so maybe the handoff to our account is stuck somehow
November 6, 2025 at 8:27 pm #17555349
Itamar WPML Supporter since 02/2016 Languages: English (English ) Hebrew (עברית ) Timezone: Asia/Jerusalem (GMT+02:00)	Hi, The problem might be technical. I can see a similar report in internal records, so I'm consulting our second-tier supporters. I'll update you here once I have their reply. I appreciate your patience. Itamar.
November 11, 2025 at 5:52 am #17564676
Itamar WPML Supporter since 02/2016 Languages: English (English ) Hebrew (עברית ) Timezone: Asia/Jerusalem (GMT+02:00)	Hi, I've escalated this issue to our second-tier supporters, who will investigate the cause. We'll keep you updated on any news regarding this issue. I appreciate your patience. Itamar.
November 18, 2025 at 5:55 pm #17589071
eugenio-mariaE Site owner	Hey, any update? We would like to use our credits 🙏
November 18, 2025 at 7:15 pm #17589453
Itamar WPML Supporter since 02/2016 Languages: English (English ) Hebrew (עברית ) Timezone: Asia/Jerusalem (GMT+02:00)	Hi, Our developer let me know he has fixed this issue on our end, and things should work now. Now you should be able to use the credits on hidden link. Please let me know if it works. Regards, Itamar.