This thread is resolved. Here is a description of the problem and solution.
Problem: The client assigned new credits to their website, but they were not displaying on the WordPress dashboard. Solution: 1. We asked the client if they had moved their site to a new server. 2. We identified that the site was moved and was using a new organization in our system. 3. We found that the credits were assigned to an old organization. 4. We noted that both organizations were using the same site key. 5. We merged both organizations to resolve the issue. 6. After merging, the credits should now be visible on the client's WP dashboard.
If this solution does not apply to your situation, or if it seems outdated, we recommend that you open a new support ticket. We also highly recommend checking related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If further assistance is needed, please contact us on the WPML support forum.
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Languages: English (English )Spanish (Español )German (Deutsch )
Timezone: America/Lima (GMT-05:00)
Hello,
The last deposit of credits that I see on our system is from the 30th of November and those credits have almost all been used.
Did you try to assign credits to the site since then?
Could you please increase the WordPress memory limit (WP Memory Limit) to at least 256 MB? WPML requires at least 128M.
Your current values are:
PHP Memory Limit 768M
WP Memory Limit 40M
To do this, you need to connect to your website's server and open the wp-config.php file in a text editor. The file is located in the root directory of WordPress.
Add this code to the wp-config.php file to increase WordPress memory:
define ('WP_MEMORY_LIMIT', '256M');
Add this just before this comment:
// That's all, stop editing! Happy blogging.
The current values can be viewed under WPML > Support > WordPress.
These settings can be restricted directly by your hosting provider. I therefore recommend contacting them and asking them to change them directly if the changes are not applied immediately.
The new credits were added yesterday to our account. 20000 credits. They were showing up in our account as they should be. I assigned it to our website a few hours ago but they are not showing on the WP dashboard. Also, the memory limit has been increased as requested.
Languages: English (English )Spanish (Español )German (Deutsch )
Timezone: America/Lima (GMT-05:00)
It seems there is an error regarding language mappings.
Please go to WPML > Languages > Edit languages and make sure that your language are properly mapped.
If this still does not solve the issue, I would like to offer to have a closer look at the problem and request temporary access (wp-admin / FTP is not mandatory) to the website to investigate this issue further.
You can find the required fields below the comment section when you log in to leave the next reply. The information you provide is private, which means only you and I can see and access it.
IMPORTANT
Please be sure to make a backup copy of the website and database before allowing us access.
If you can't see the wp-admin / FTP fields, your post and website credentials are set as PUBLIC. DO NOT publish the data unless you see the required wp-admin / FTP fields.
The private response form looks like this: hidden link
Next time you reply, click "I still need assistance."
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Please note that we are obliged to request this information individually on each ticket. We may not access any access information not specifically submitted on this ticket in the private response form.
This issue you mentioned is from February 8th. There is no other issue after that. Please review the ATE report. The credits were added yesterday to the account and assigned to the website today.
The languages are properly set up. It's only French and English.
Languages: English (English )Spanish (Español )German (Deutsch )
Timezone: America/Lima (GMT-05:00)
Hello,
I would like to offer to have a closer look at the problem and request temporary access (wp-admin / FTP is not mandatory) to the website to investigate this issue further.
You can find the required fields below the comment section when you log in to leave the next reply. The information you provide is private, which means only you and I can see and access it.
IMPORTANT
Please be sure to make a backup copy of the website and database before allowing us access.
If you can't see the wp-admin / FTP fields, your post and website credentials are set as PUBLIC. DO NOT publish the data unless you see the required wp-admin / FTP fields.
The private response form looks like this: hidden link
Next time you reply, click "I still need assistance."
Video: hidden link
Please note that we are obliged to request this information individually on each ticket. We may not access any access information not specifically submitted on this ticket in the private response form.
Languages: English (English )Spanish (Español )German (Deutsch )
Timezone: America/Lima (GMT-05:00)
Your site seems to be registered correctly.
I can still only see one deposit of 60.000 credits from 2023-11-30.
Your account:
Deposited credits: 60000
Used credits: 59856
Available credits: 144
Please send me a screenshot from your wpml.org that displays the assigned credits and if possible a screenshot of your invoice regarding the recently purchased credits, so that I can forward this issue to our billing team and the systems team.
