This thread is resolved. Here is a description of the problem and solution.
Problem: The client was unable to see their prepaid credits for automatic translations on their website. They were also experiencing issues with translation previews not being available, and translated content not showing as completed. The client's website is built on Bedrock, which seemed to cause a discrepancy in the URL that WPML was recognizing.
Solution: 1. We asked the client to provide their Automatic Translation account ID from WPML > Support > Troubleshooting. 2. We identified that the client was using the 'Pay As You Go' option, which does not support prepaid credits. We directed the client to switch to a prepaid plan following the steps in this documentation: https://wpml.org/forums/topic/change-from-pay-as-you-go-to-prepaid/ 3. After confirming the total number of prepaid credits the client wanted to transfer, we manually adjusted the credits on their account to reflect the correct balance.
Please note that this solution might not apply to your case, as it could be outdated or not relevant to your specific situation. If you're experiencing similar issues, we recommend checking the related known issues, verifying the version of the permanent fix, and ensuring that you have the latest versions of themes and plugins installed. If the problem persists, please open a new support ticket with us.
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i am trying to access prepaid credits to activate automatic translations, but my credits are not reflecting on our website. I'm not sure why I'm unable to attach images! can i have an email to send the images to please?
I would like to request temporary access (wp-admin and FTP) to your site to take a better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. The information you will enter is private which means only you and I can see and have access to it.
Our Debugging Procedures
I will be checking various settings in the backend to see if the issue can be resolved. Although I won't be making changes that affect the live site, it is still good practice to backup the site before providing us access. In the event that we do need to debug the site further, I will duplicate the site and work in a separate, local development environment to avoid affecting the live site.
- Please make a backup of the site files and database before providing us access.
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hello, i have met with a WPML expert and we believe we have gotten to the bottom of the issue, but it requires someone from your team to manually add the credits to our website.
Our WP is built on bedrock, so out URL is hidden link
WPML is not directing to that, its directly to hidden link
This is actually causing a myriad of issues, not just the credits. previews of translations aren't available to view, translated content doesnt come up as completed, etc.
I kow creating a new key could solve this issue, but I'm worried about my pending translations (almost 2000)
According to the credits usage that I see on our side, I can see that currently you are at this current stat: -179768 credits
The minus in front means that this was credits usage for which you will be charged at the beginning of next month.
If I add the credits that you mentioned, what that will do is it will subtract from the current usage so you will be charged less at the next invoicing that will happen at the beginning of next month.
