Assistance Needed with WPML Site Registration and Key Issues

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Supporter timezone: Europe/Madrid (GMT+02:00)

Tagged: Exception

This topic contains 6 replies, has 0 voices.

Last updated by Carlos Rojas 11 hours, 54 minutes ago.

Assisted by: Carlos Rojas.

Author	Posts
August 19, 2025 at 11:49 am #17331015
artakG	Background of the issue: Our website’s WPML account was transferred to a user who no longer remembers the login credentials. I generated a new account key and unregistered the previous registration key from the site. The site’s key was previously registered with the www subdomain. After unregistering in WPML, I generated a new key with www. Symptoms: The system does not accept the new key and shows the error: 'Unable to register: Site key not matching.' When I click 'Get a key for this site,' it still shows the old key. I’m seeing the message: 'You’ve already registered this site before. The site key is: wBPq7eDXt8.' When I enter that key, I get the response: 'You are using an expired account of WPML.' Questions: How can I generate a new key for this site and complete the registration successfully?
August 19, 2025 at 12:25 pm #17331251
Carlos Rojas WPML Supporter since 03/2017 Languages: English (English ) Spanish (Español ) Timezone: Europe/Madrid (GMT+02:00)	Hello, Thank you for contacting us 1.- Please increase the WP memory Limit. Minimum requirements are 128Mb: https://wpml.org/home/minimum-requirements/ You can add this to wp-config.php to increase WP memory:` /* Memory Limit / define('WP_MEMORY_LIMIT', '256M'); - Add it above the line / That's all, stop editing! Happy blogging. */ You can double-check the WordPress memory limit in WPML -> Support 2.- Once the WordPress memory limit is increased, I kindly ask you to follow these steps: - Go to https://wpml.org/account/sites/ -> Delete the site - Go to the site's dashboard -> Plugins -> Add new -> Commercial tab (Unregister the site if registered) -> Click on the option to register the site -> Click on the link that appears below -> Generate a new key and register the site with it Can you tell me the results of the steps described above? Regards, Carlos
August 19, 2025 at 12:36 pm #17331329
artakG	Currently, I don't have FTP access, so I can't change the wp_memory limit. I'm performing the other steps, but there's no result. I'm attaching a video of the actions I've taken. hidden link
August 19, 2025 at 12:45 pm #17331349
Carlos Rojas WPML Supporter since 03/2017 Languages: English (English ) Spanish (Español ) Timezone: Europe/Madrid (GMT+02:00)	Thank you for sharing the video. 1.- You can access the site's folder by installing this File Manager plugin: https://wordpress.org/plugins/wp-file-manager/ 2.- You need to ask the user who got the site transferred to get a new password to access his wpml.org account, and then delete the site and follow the same steps I described on my previous message.
August 19, 2025 at 1:15 pm #17331516
artakG	I finally gained access to the transferred person’s account. However, as you can see from the screenshot, there’s no option anywhere to delete the site key.
August 20, 2025 at 9:45 am #17333591
Carlos Rojas WPML Supporter since 03/2017 Languages: English (English ) Spanish (Español ) Timezone: Europe/Madrid (GMT+02:00)	Hi there, I will consult my colleagues about this issue and I will get back to you as soon as I get an answer.
August 20, 2025 at 10:02 am #17333622
Carlos Rojas WPML Supporter since 03/2017 Languages: English (English ) Spanish (Español ) Timezone: Europe/Madrid (GMT+02:00)	Hi again, I have escalated this ticket to our 2nd tier of support so our specialists can take a deeper look at this issue. I will get back to you as soon as I get an answer from them.