The client purchased credits but they did not appear on the site, and there was no response to their form submissions.

We processed a refund for the purchase associated with invoice ID 17589749 and deleted the invoice ID 17588399 from the client\'s account. We recommend placing a new order for a package of credits at your convenience. Please note that this solution might be outdated or not applicable to your case. We highly recommend checking related known issues at <a href=\'https://wpml.org/known-issues/\'>https://wpml.org/known-issues/</a>, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the issue persists, please <a href=\'https://wpml.org/forums/forum/english-support/\'>open a new support ticket</a>.

Credits - WPML

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

This topic contains 14 replies, has 0 voices.

Last updated by Noman 1 week, 3 days ago.

Assisted by: Noman.

Author	Posts
December 19, 2025 at 7:24 pm #17679071
robertJ-35	We purchased credits but they aren't on the site. Nobody is responding to the form submissions I've sent. We need this resolved!
December 22, 2025 at 2:10 pm #17682423
Christopher Amirian WPML Supporter since 07/2020 Languages: English (English ) Timezone: Asia/Yerevan (GMT+04:00)	Hi, Welcome to WPML support. May I know which URL you check for your website? And I wonder if you assigned the credits to that website? Please follow the steps below to do so: https://wpml.org/faq/what-are-credits/#assign-automatic-translation-credits Thanks.
December 23, 2025 at 3:40 pm #17685196
robertJ-35	Website is hidden link How can I assign credits that aren't there?? We processed a transaction on Nov 18th that's still showing as pending.
December 23, 2025 at 3:41 pm #17685198
robertJ-35	screenshot
December 24, 2025 at 8:12 am #17686102
Christopher Amirian WPML Supporter since 07/2020 Languages: English (English ) Timezone: Asia/Yerevan (GMT+04:00)	Hello, Thank you for the screenshot, this needs to be checked with the account team. I will ask one of our account team members to get back to you.
December 24, 2025 at 12:29 pm #17686588
Mercedes Barreda Supporter Languages: English (English ) Spanish (Español )	Hello Robert, Mercedes here from the Admin team. I have checked our inbox and I see my colleague Mihai replied to you on Dec 15th, maybe you missed his reply? In any case, I see your invoice ID 17588399 has the status pending payment, which means we haven't charged you any money. The payment wasn't processed in the end. This is why you don't see the credits. Can you please start the purchase process again? Waiting for your reply. Kind regards,
January 5, 2026 at 6:40 pm #17705121
robertJ-35	Hi Mercedes, Couple of things ... I never received anything from Mihai, likely because our General Manager (Bob Jarrett) is the registered user, not me (Robert MacDonald). Secondly, Bob checked his credit card statements and confirmed to me that the payment was taken on November 21st, per attached. He also confirmed that no credit in the amount of $168.30 has been processed on his card. I'm not sure why the transaction is showing as pending on your side - that's for WPML to figure out. However, I do need the purchased credits applied to our account. regards, Robert MacDonald
January 8, 2026 at 5:16 pm #17713820
robertJ-35	It's been almost 3 months since we purchased the credits and you still have not made them available. This is unacceptable. How do I escalate?
January 8, 2026 at 7:19 pm #17714146
robertJ-35	Hi Mercedes, Thanks for the detailed explanation. I didn't notice that the Nov 18th receipt was for CMS, not credits. We don't need 2 WPML accounts so yes, please issue the refund for the 99 euros. What puzzles me is how the order #17588399 got created - I confirmed with the person who mistakenly ordered the CMS that he didn't submit 2 transactions. That said, I still need the credits. Do we need to create a new order for the 90k credits? And should that be done using the robertj-35 login? regards, Rob
January 8, 2026 at 7:49 pm #17714288
Mercedes Barreda Supporter Languages: English (English ) Spanish (Español )	Thanks for the confirmation Robert! About the refund, please submit a refund request on the following page and I will process it soon afterwards. https://wpml.org/purchase/refunds/ Note you will need to log in to the other account to submit this request. If you don't have access you can submit your request without logging in as is shown on the screenshot attached. Make sure to enter the invoice ID 17589749 About how the order with invoice ID 17588399 was created, I don't know for sure. They may have started the purchase process, then interrupeted it for some reason. When they returned, maybe they were logged out already and then used another email address and they ended up buying something different. Just a theory. But it must have been related to an interruption during the purchase process and a change of email address. If you prefer I can delete the pending payment invoice ID 17588399 from the account and you can then place the new order for the credits. Yes, please make sure you're logged in to the right account while doing this. Waiting for your reply.
January 8, 2026 at 8:15 pm #17714310
robertJ-35	I had access to the account, however, was not able to submit the refund as it knew that no purchases made in last 30 days. Therefore, I did it using the link in screenshot you provided. Fyi, I entered Subhash Kumara's name - he monitors the ap-info@clvgroup.com email. I received a confirmation message so looks like it went through. Re the credits .. yes, please pending payment invoice ID 17588399. I will then ask Subash to create new order under robertj-35 account. Thanks for your help with this! Rob
January 9, 2026 at 2:55 pm #17716382
Mercedes Barreda Supporter Languages: English (English ) Spanish (Español )	Thanks Robert for your patience here! I see my colleague Mihai has already processed the refund for the purchase made with invoice ID 17589749 I have deleted the invoice ID 17588399 from your account. You're welcome to place a new order for a package of credits at your convenience. Kind regards,
January 9, 2026 at 6:27 pm #17717080
robertJ-35	Took awhile but it's resolved! Thanks again, Mercedes.
January 9, 2026 at 7:25 pm #17717238
Mercedes Barreda Supporter Languages: English (English ) Spanish (Español )	You're welcome Robert. Please write back if you have any further questions. Here or directly on hello@wpml.org
January 11, 2026 at 1:53 pm #17719150
Noman WPML Supporter since 06/2016 Languages: English (English ) Timezone: Asia/Karachi (GMT+05:00)	Hi Robert, I’m glad to hear the issue is resolved. If you need anything else, feel free to reach out and we’ll be happy to help. Thank you and have a great day.