Background of the issue:
I'm opening this ticket regarding an unresolved issue related to unidentified payments for the WPML-ATE service, WANCHAI. We noticed that our Pay-as-you-go payments are not showing up in our account. I had previously contacted your team, and I was advised to open a support ticket so your technical team can log in and investigate the issue directly. We have noticed a charge on our bank statement with the following details: Description: COMPRA WPML-ATE, WANCHAI Card used: 4176 5701 7049 6279 Amount: -225.45€ Commission: 0.00€ We are unable to identify the origin of this payment, as our WordPress account only allows us to check transactions from the last three months, and the total amount spent in that period does not exceed 30€.
Symptoms:
Unidentified payments for the WPML-ATE service are not showing up in our account, and there is a charge on our bank statement that we cannot identify.
Questions:
What further information or access do you need from our side to proceed with this?
Can you provide clarification regarding this transaction and the corresponding invoices?
Thank you for your prompt response. I’ve already checked the “Payment history and invoices” section in my WPML account, but unfortunately, I couldn’t find the invoice I’m looking for.
I’d appreciate it if someone from the administrative team could follow up on this when available. I left attached 2 screenshots. Please let me know if you need any additional details from my side to assist with this request.
This is Andrey here. My team and I will be assisting you further.
I need to request temporary access (wp-admin and FTP) to your site if possible—in order to be of better help. When you log in to leave your next reply, you will find the needed fields below the comment area. The information you will enter is private, meaning only you and I can see and access it.
