Credits

Problem:
The client is trying to update their credits for automatic translation in WPML but encounters an issue where the credit count on the website is stuck at 98, despite having sufficient credits assigned. The website only offers a pay-as-you-go option without the ability to refresh the credit balance.
Solution:
If you're experiencing this issue, we recommend you try the following steps:
1. Log in to your WPML.org account and navigate to the Sites page: https://wpml.org/account/sites/
2. Delete the site key by clicking the trash icon, which will return the assigned credits to your WPML.org account. More details can be found in this documentation: https://wpml.org/documentation/automatic-translation/why-credits-may-be-missing-and-how-to-fix-it/#removing-a-sites-registration-from-wpml-org
3. Log in to your site, go to Plugins >> Add New Plugin > Commercial tab and click the ‘Unregister WPML from this site’ link if it exists.
4. Click the ‘Register WPML’ link.
5. Click the ‘Get a key for this site’ link. It will generate a new key for your site, and you can also assign the credits using that popup.
6. Copy the key and paste it back into the input box and press the Register button.

If this solution does not resolve your issue or seems irrelevant due to being outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent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.

Problem:
The client's translation credits did not transfer correctly and disappeared after being moved to a different site. The client tried to resolve the issue using help articles but was unsuccessful.
Solution:
1. We asked the client to confirm the number of credits visible on the site where they were initially assigned.
2. We instructed the client to navigate to WPML > Support > Troubleshooting on the site where they wanted the credits assigned, and to provide the full code displayed under the "Your Automatic Translation account id is" section.
3. We then directed the client to go to WPML > Translation Management > Tools in the site's backend to check if the credits were visible at the top-left area of the screen.

If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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.

Problem:
The client was unable to withdraw credits to wpml.org.

Solution:
We moved the credits using our internal system.

Problem:
Der Kunde hatte 40.000 Credits gekauft, die versehentlich einer alten, nicht mehr zugänglichen Seite zugeordnet wurden. Nach dem Löschen dieser alten Seite wurden die Credits nicht automatisch dem aktuellen Konto gutgeschrieben.
Solution:
Wir haben die Credits manuell dem aktuellen Konto des Kunden zugewiesen. Sie können jetzt die Credits unter diesem Link im oberen linken Bereich Ihrer WPML-Verwaltungsoberfläche sehen. Falls Sie weitere Anleitung zur Zuweisung von Übersetzungsguthaben benötigen, besuchen Sie bitte unsere Dokumentation: Wie Sie Ihren Websites automatisch Übersetzungsguthaben zuweisen.

Falls diese Lösung für Sie nicht relevant ist oder das Problem weiterhin besteht, empfehlen wir Ihnen, ein neues Support-Ticket zu eröffnen. Wir empfehlen auch, die Seite mit bekannten Problemen (https://wpml.org/known-issues/) zu überprüfen, die Version der dauerhaften Lösung zu verifizieren und zu bestätigen, dass Sie die neuesten Versionen von Themes und Plugins installiert haben.