Problems with site registration – “Site key not matching” cannot be resolved

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

Problem:
The client was experiencing a persistent registration issue with WPML on their website, displaying the error 'Unable to register: Site key not matching'. The site was trying to connect using an old URL, and the client was unable to enter a new key or unregister the old one.
Solution:
We resolved the issue by manually unregistering and re-registering the site with the correct site key. Here are the steps we followed:
1. Accessed the plugins commercial section at domain-example.com/wp-admin/plugin-install.php?tab=commercial
2. Unregistered the site as it was registered with another site key.
3. Re-registered the site with the correct site key provided by the client.
4. Updated WPML to its latest version, 4.8.6.

If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the problem persists, please open a new support ticket at WPML support forum.

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Tagged: Account Issues

This topic contains 4 replies, has 0 voices.

Last updated by peterS-172 2 months, 1 week ago.

Assisted by: Itamar.

Author	Posts
December 10, 2025 at 1:39 pm #17652454
peterS-172	Hello, I am experiencing a persistent registration issue on my website eventrix.events. WPML shows the error “Unable to register: Site key not matching” and does not allow me to enter a new key. The Installer page does not display any registration fields, and I cannot unregister the site from the WordPress backend. I have already tried: Reset via OTGS Installer Clearing the registration locally Reinstalling WPML plugins Checking communication settings Nothing solved the problem. WPML still tries to connect using the old site URL myevent.bz.it, which is no longer used. I kindly ask you to: Manually remove all registrations of my site from my WPML account, Reset the Installer key for eventrix.events, Ensure that I can register the new domain properly. Here is the log message from the Installer: wpml: Unable to register: Site key not matching download=... &site_url=hidden link Please reset my registration on your side so that I can enter a new site key. Thank you in advance!
December 10, 2025 at 1:54 pm #17652502
Itamar WPML Supporter since 02/2016 Languages: English (English ) Timezone: Asia/Jerusalem (GMT+02:00)	Hi, This ticket has been inactive for quite a while. I didn't get a reply from you. So, I've transformed this chat into a support ticket because you may still need our help. Can you please share the site key you are using to register for hidden link? Also, please share a screenshot of the error youare seeing. If you need further help with this, please share the access details to your site with me. I'm enabling a private message for the following reply. Privacy and Security Policy We have strict policies regarding privacy and access to your information. Please see: https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/ IMPORTANT - - Please back up the site files and database before providing us access. -- -- If you have a staging site where the problem can be reproduced, it is better to share access to the staging site.-- Regards, Itamar.
December 10, 2025 at 2:48 pm #17652747
peterS-172	Hi, thanks the site key is: 9b1dfd6c25
December 11, 2025 at 9:08 am #17654844
peterS-172	Hi, sorry i forget the admin credentials, i have activated e temporary access, is this ok for you? Here is the access link: hidden link
December 11, 2025 at 9:50 am #17655008
Itamar WPML Supporter since 02/2016 Languages: English (English ) Timezone: Asia/Jerusalem (GMT+02:00)	Hi, and thanks for the access details and for sharing the site key. I was able to register your site with this site key: 9b1dfd6c25 Here is what I did. 1. I went to the plugins commercial section here: hidden link 2. I unregistered your site as it was registered with another site key. Please see the attached screenshot unregister.jpg. 3. I then reregistered with the correct site key. 4. Then I could update WPML to its latest version 4.8.6. Please see the attached screenshot register-ok.jpg. Can you please confirm that the issue is now fixed? Thanks, Itamar.
December 12, 2025 at 10:37 am #17658694
peterS-172	Thank you!