I opened a ticket last week to tell your colleague that works for italian market that I have this problem.
Situation:
WP, WOO, WPML > all plugins and wordpress updated to last version
Issue:
I have bought 40k credits. Go to my WPML Woo Product translation tool > you have no credits. Ok, then I access the site, and I see the issue is that on "Sites Using Prepaid Credits" under Account I don't see "hidden link", but "hidden link"; I ask your colleague for help (Laura); she asks me to move credit to wpml and then delete my running Account and create a new one. I could not move credit, and lost 2920 credits, but I managed creating a new account, register on my website WPML plugin, and move 20k credits on the new account which has the actual site url: "hidden link"; I go back to my site, try to translate automatically, still not possible. I ask for help again to Laura. She answers after a couple of hours telling be "now it should be ok". So today I come back to my office and check. This is the situation now: I lost 20k credits, my actual url has disappeared again from the list of Sites using prepaid credit. And I find 2k credits on another website that is wrong too (hidden link).
I just need this:
1. Working automatic translation working on hidden link
2. My 20k credit back (the last one I lost)
3. My 2920 credit back (the first I lost)
Whether you need to access my backend no problem, just let me know and I share credentials.
I hope you can help me, we are losing too much time because of this trouble.
I write to you because the italian support is closed until April 4th, and because Laura did not solve my problem but made it even worse, maybe you can help me?
unfortunately the issue is a little more complicated. I ask you if you can help by connecting to my site backend and verify what's the problem there, or maybe you could escalate it to a manager. I am stuck in this situation since last week, so I really need to get the help that I need, please Mr. Lang.
In few words:
1. The plugin is NOT allowing me to translate my products. It says that it has no credit.
2. I bought credit, and moved to the site
3. Still the plugin tells me it's got no credit.
4. I ask for assistance to Laura > I create a new license for https:// site > I move the credit to the https:// site > the plugin still doesn't see the credit > I call help to Laura > The credit goes back to the http:// and not the https:// > the italian division is closed until today.
5. I check for credit, and I lost 20k.
6. I ask you for help sending you screenshots
7. You ask me if I want to move back the credit to https://
Of course I want to move the credit again, and I need the plugin to see the credit and translate the products on my site.
I simply need the plugin to work and translate my products to French. I just need this, but I cannot figure it out and, until now, nor you neither Ms. Laura from italian help center were able to solve my issue.
Please, move the credit to hidden link, and then connect to my site, and check why the plugin cannot see the credit and won't let me translate.
I've moved 20k credits to your site hidden link from the WPML account. Please check the credits in the admin area > WPML > Translation Management > Tools and let me know how it goes.
Regarding the issue " I don't see the credits in the page Sites Using Prepaid Credits", I suggest you can try to delete the sitekey from the WPML account page > Register WPML on your sites. Then create a new sitekey, and activate it on your site in Plugins > Add New > Commercials tab.
