Disappearing Site from WPML Listing

This thread is resolved. Here is a description of the problem and solution.

Problem:
The client experienced issues with their QA site (qa.instron.com) displaying the same credit balance as the production site after cloning and attempting to manage sitekeys and credits through WPML. Despite unregistering and re-registering the sitekey for the QA site, the credit balance remained unchanged, and the QA site disappeared from the WPML account's manage credits page.
Solution:
We recommended a complete refresh of the registration process to ensure proper synchronization between the QA site and the WPML account. The steps included:
1. Removing any existing QA site registrations from the WPML account.
2. Unregistering WPML from the QA site via the WordPress dashboard.
3. Generating a new site key for the QA site and registering it without assigning specific credits.
4. Verifying the credit display and site listing on the WPML account.
Despite these steps, the issue persisted, indicating a deeper synchronization problem possibly related to how WPML handled the site as a 'copy' during the registration process. We then explored details of the migration wizard settings used during the process.

If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, we highly recommend opening a new support ticket. Please also check related known issues at https://wpml.org/known-issues/, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins. For further assistance, you can contact us directly at the WPML support forum.

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Tagged: Account Issues, ATE

This topic contains 4 replies, has 0 voices.

Last updated by dawnV 1 week, 4 days ago.

Assisted by: Kor.

Author	Posts
November 14, 2025 at 5:41 pm #17580016
dawnV	Background of the issue: We recently copied our production site (instron.com) down to our QA server (qa.instron.com) and wanted to relink the sites to share the same credit pool. We performed the following steps: 1. unregistered the existing sitekey from QA 2. deleted the the qa sitekey from WPML on https://wpml.org/account/sites/ 3. created a new qa sitekey in WPML on https://wpml.org/account/sites/ 3a. verified on https://wpml.org/account/manage-credits/ that a new site was created and inactive 3b. applied no credits to the sitekey 4. registered the new sitekey to qa in WP admin Symptoms: The QA system still shows 353k credits, the same as production, but without the connected sites UI treatment. Additionally, the listing for the qa.instron.com site disappeared from https://wpml.org/account/manage-credits/. This issue has occurred twice. Questions: Why does the QA system still show 353k credits instead of 0? Why does the listing for qa.instron.com disappear from the manage credits page?
November 17, 2025 at 1:28 am #17582249
Kor WPML Supporter since 08/2022 Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thanks for your reply. Could you backup the site and share access to both sites so that I could check what's going on? Please note that it is important to have a backup for security purposes and to prevent any potential data loss. You can use the UpdraftPlus plugin (https://wordpress.org/plugins/updraftplus/) to fulfill your backup requirements. Your upcoming reply will be treated with confidentiality and will only be visible to you and me.
November 17, 2025 at 12:03 pm #17583824
dawnV	Sorry I won't be able to grant you access to the systems as we've discussed this previously with other support staff. We can't grant access to the WP systems to plugin support teams. Is there any screenshots I can provide?
November 17, 2025 at 2:00 pm #17584401
dawnV	In terms of some use case background information. The QA server was configured as a copy during the migration wizard screens. The QA system also displays the active credit counts currently tied to the production site, however there is no "connected sites" UI to it. When we disconnect the QA sitekey, the production credit count is still displayed on QA with the same credits tied to the production account. Somehow, even though the sitekey is set to the new QA sitekey, the system is reading as if it was production.
November 17, 2025 at 2:54 pm #17584587
Kor WPML Supporter since 08/2022 Languages: English (English ) Timezone: Asia/Singapore (GMT+08:00)	Thanks for your reply. To better understand the situation, could you please share a short screen recording showing me the issue? You can use this free tool for screen recording purposes. hidden link
November 19, 2025 at 1:48 pm #17592074
dawnV	Hey Kor, Our team tried again internally to resync our QA system. This time we also disconnected the production and QA sitekeys and regenerated them again. We're able to see them correctly connected again. So I think for now we're ok.