Background of the issue:
I bought $100 credits on December 1st and used about $46 by December 31st. On January 1st, no credits are showing in my account, and I did not use the remaining credits.
Symptoms:
No credits are showing in my account despite not using them.
Questions:
How is it possible that my credits are gone without being used?
Thank you for reaching out to WPML support. I’m happy to assist you with this matter.
You are subscribed to a pay-as-you-go plan, which charges you at the end of the month for the credits you’ve used. In December, you utilized 86,006 credits, and this amount will be billed to your card on January 3. For more details, you can refer to this documentation: https://wpml.org/documentation/automatic-translation/automatic-translation-pricing/
The $100 payment you made is a safety deposit, typically triggered when monthly usage exceeds $100, allowing us to set a new limit. Upon reviewing your account, this payment seems unnecessary. I have credited 195,000 credits to your site as a resolution.
I will also request our team to investigate why this payment was triggered to ensure it doesn’t happen again.
