Background of the issue:
I restored the site from a backup and the credits are not showing on our production or staging site. The sites in question are hidden link and hidden link. I had this happen before and you had to push the credits to the sites.
Symptoms:
Credits are not showing on the production or staging site after restoring from a backup.
Questions:
How can I restore the credits on my production and staging sites?
I think a new automatic translation ID was assigned to each of those sites. So now you are using a new automatic translation account, which is why the old credits were no longer assigned.
I was able to find 10617 credits on the old automatic translation account used for this site (hidden link) and 12k credits on the other site (hidden link). A total of 22.617 credits that I already added back to your WPML.org account (you also had 10k there already, too).
You might need to do this for each of the domains in case you can't add credits by following the steps in our documentation:
Go here (https://wpml.org/account/sites/) > remove the current site key for the first domain > generate a new one > then go to your website's backend > Plugins > Add new > Commercial > UNregister WPML from the old key > RE-register WPML with the new key. Then, do the same for the other domain.
The image I inclosed does not match what's on the site https://wpml.org/account/
I see on the site
Revalicesoftware.com 4000 Credits
Revalizestag 4000 Credits
Tenadostag 4000 Credits
Tenado.com 4000 Credits
All of the site will not allow me to transfer the credits from the site back to WPML.
Any updates It's been 2 days and I still don't have the credits on my site. I have translations that need to be done and this process is holding us up. Please help correct our credit issues. Thanks
Thank you for the update and the great info + screenshot.
Sorry for the delay, but there's been a pretty full queue these days, so that's why it took a bit longer to respond, but things should move faster from now on.
It is excellent that we now have new keys.
It is essential to understand that what we see here (https://wpml.org/account/sites/) are the websites that are registered and connected with a WPML key generated from your account.
As the title mentions, what we see here, however, (https://wpml.org/account/) are the websites that use prepaid credits.
The fact that there is this discrepancy between the number of credits that you see here (https://wpml.org/account/) and the ones on your site is probably related to the fact that here, on this page, you are seeing the older automatic translation accounts that were being used before. And that's not a problem because we can move the credits around, they will not get lost.
So, please let me explain.
An automatic translation account ID is created when installing and setting up WPML.
If you uninstall/reset WPML or reinstall/set WordPress from scratch (sometimes even when sites are migrated), a new automatic translation account ID will be generated, and the credits will remain in the old account.
So, now, if you go into the backend of this site (hidden link) > WPML > Translation Management > Tools > 162.000 credits should correctly be assigned to the site.
You have 32.617 credits remaining under your WPML.org account so please let me know if you would like me to transfer a specific amount to the staging version of the site (hidden link).
I transferred the credits from tenadostag to WPML and it went just fine.
Then I went to WPML to move the credits.
Once I checked the revalizesoftware site I only see 4000 credits.
Also as you can see I have 3 sites linked to the the credits although tenado.de does not show on https://wpml.org/account/.
Ideally I would like all the credits to go to revalizesoftware.com and show all 4 sites on the account page.
Please create a WordPress admin account for me on both the sites (revalizesoftware and the staging version) so that I can investigate on a deeper level.
I added the credits manually for you on this site, and we can already see them here: hidden link
I will also attach a screenshot.
So, the issue is that whenever you assign credits to this site, they get transferred to an older automatic translation account.
It seems that this site (revalizesoftware) existed initially on a different wpengine subdomain (sofon.wpengine.com). So, when you try to assign credits to it, it will assign credits to the wrong one.
When I assign the credits to your current automatic translation account, it seems to assign them to another site in your list (tenado.de).
So, remember that what you saw here (https://wpml.org/account) was the old automatic translation account (I removed it from the list for now so that you won't see it again), and the credits are correctly assigned to your site.
Again, please go here, and you will see them on the site, and you can start translating and using the credits: hidden link
If we ever want to reset this behavior fully, we will have to go here (https://wpml.org/account/sites) > remove the current WPML key for this site (revalizesoftware) > then generate a new production WPML key > then copy it > then go to the site's backend > Plugins > Add new > Commercial > UNregister WPML > RE-register WPML with the new key > and then we should start seeing the correct site under here: https://wpml.org/account/
Worst case scenario, we can disable + uninstall WPML from the current site and re-install it, which should generate a new automatic translation ID.
But, for now, you should be able to use the credits and do the work on the site as you want, and this can be handled later when you have the time and consider it a good moment to do that.
Please confirm that you see the credits here on the top-left are of the screen as in my screenshot (hidden link).
