how do I move the unused credit back to the account

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Supporter timezone: Europe/Vienna (GMT+01:00)

Tagged: ATE

This topic contains 14 replies, has 0 voices.

Last updated by beverlyL 56 minutes ago.

Assisted by: Bigul.

Author	Posts
February 22, 2025 at 2:02 am #16735646
beverlyL	Background of the issue: I'm going to remove a staging site, hidden link, and there are 2000 credits left there. I would like to move these credits back to the account before I remove the staging site. I was able to move credits until it reached 2000. The section "Transfer credits to wpml.org" said to contact support. Symptoms: I am unable to move the remaining 2000 credits back to the account. Questions: How do I move the unused credits back to the account?
February 23, 2025 at 4:40 pm #16738311
Bigul Supporter Languages: English (English ) Timezone: Europe/Vienna (GMT+01:00)	Hello, Welcome to the WPML support forum. I will do my best to help you to resolve the issue. To help you faster, I've enabled debug information for this support ticket. Please see this link for how to get this information from your site and give it to us: http://wpml.org/faq/provide-debug-information-faster-support/ Please visit https://wpml.org/account/ and check you can remove the credits as described here - https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/#how-to-remove-credits-from-a-site Refer to this screenshot for more details - hidden link -- Thanks! Bigul
February 24, 2025 at 2:17 am #16738836
beverlyL	Hi Bigul, I've checked the WPML -> Translation Management -> Tools, it shows the I need to contact support regarding the credit transfer. Please see the attached screenshot. Thanks! Gary
February 24, 2025 at 7:23 am #16739092
Bigul Supporter Languages: English (English ) Timezone: Europe/Vienna (GMT+01:00)	Hi Gary, Thank you for the updates. Please share a screenshot of your Sites using Prepaid Credits from https://wpml.org/account/. It will be like this - hidden link -- Thanks! Bigul
February 24, 2025 at 7:50 am #16739194
beverlyL	Hi Bigul, I have attached a screenshot from the account. As you can see, I have 2000 credits for the staging.girlsinparis.com, but it also said "You have 0 credits available on your account". Thanks! Gary
February 24, 2025 at 9:42 am #16739767
Bigul Supporter Languages: English (English ) Timezone: Europe/Vienna (GMT+01:00)	Hi Gary, Thank you for the updates. Please fill in the private details fields after a full site backup. I would like to access the admin area of your site to check further. Refer to the following links for more details about our private information sharing policies. https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/ hidden link -- Thanks! Bigul
February 25, 2025 at 12:20 am #16743604
beverlyL	Hi Bigul, I am afraid, I am not allowed to provide the site access, as there are customer information on the site. This is a staging site, and I am going to remove it. Is there anyway, that you could just revoke the site key to release the credit back to the main account? Thanks! Gary
February 25, 2025 at 8:21 am #16744243
beverlyL	Hi Bigul, Sorry to chase, but any update on the credit? Thanks! Gary
February 25, 2025 at 8:45 am #16744324
Bigul Supporter Languages: English (English ) Timezone: Europe/Vienna (GMT+01:00)	Hi Gary, Thank you for the updates. No problems. We have a request. Please visit https://wpml.org/account/sites/ and delete the site key for hidden link. Then check the unused translation credit is back to your account. Refer to this documentation for more details - https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/#remove-credits-no-site-access -- Thanks! Bigul
February 25, 2025 at 2:10 pm #16746274
beverlyL	Hi Bigul, I've removed the key as per your instruction. There are credits back to my account, but not 2000, only 1874 is showing on my account. If you take a look at the screenshot I shared in my earlier reply, you can see there's supposed to be 2000 credits. Why is that? Thanks! Gary
February 25, 2025 at 5:18 pm #16747284
Bigul Supporter Languages: English (English ) Timezone: Europe/Vienna (GMT+01:00)	Hi Gary, Thank you for the updates. We will check it further in our server records and get back to you as early as possible. Please wait. -- Thanks! Bigul
February 27, 2025 at 12:26 pm #16755980
Bigul Supporter Languages: English (English ) Timezone: Europe/Vienna (GMT+01:00)	Hi Gary, We crosschecked the issue in detail. As per our records on February 24th, 2025, 126 credits are used for translation in hidden link. That is why only 1874 credits return to your WPML.org account. Hope it will be okay for you. -- Thanks! Bigul
February 28, 2025 at 1:48 am #16758698
beverlyL	Hi Bigul, I remember I clicked the update content on pages listing by accident. I clicked back without accepting the translation. Would that also costed us credit? Thanks! Gary
February 28, 2025 at 4:48 am #16758741
Bigul Supporter Languages: English (English ) Timezone: Europe/Vienna (GMT+01:00)	Hi Gary, Thank you for the updates. As per our records, it is used for translating the Homepage (hidden link). Have you enabled Automatic Translation on the site? -- Thanks! Bigul
February 28, 2025 at 7:20 am #16759063
beverlyL	Hi Bigul, How do I check that? Thanks! Gary