Prepaid credits problem

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Tagged: ATE

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Last updated by Alejandro 10 months, 2 weeks ago.

Assisted by: Alejandro.

Author	Posts
March 14, 2025 at 10:43 am #16815872
paoloA-20	Background of the issue: We have a problem with the prepaid credits on our account after updating the WordPress site xcally.com. We noticed discrepancies in credit visibility between the Translation Management and the WPML dashboard. Symptoms: Credits for the INGO site are now linked to XCALLY on WordPress, showing 25,782 credits (24,128 at the moment, because we translated a new article), but the WPML dashboard shows still 24,662 credits since Tuesday. The 24,128 credits displayed on XCALLY WordpPress, do not appear anywhere on your site and we had to add 25K to INGO because it showed 0 credits left (now 22492). Questions: Can you check and let us know why almost 25k credits have disappeared?
March 17, 2025 at 10:29 am #16823870
Alejandro WPML Supporter since 02/2018 Languages: English (English ) Spanish (Español ) Italian (Italiano ) Timezone: Europe/Rome (GMT+02:00)	Hello, The problem here is that you had the amount of credits you see in WPML.ORG but it seems that at one point you either overwrote the site with another without connecting them first so the credits "got lost". You should actually have over 40 thousand credits, so I fixed that for you and you should see them all in a few minutes 🙂
March 20, 2025 at 10:43 am #16839452
paoloA-20	Thank you. Now the credits are back, but our site isn't visible on your dashboard...
March 20, 2025 at 10:47 am #16839457
paoloA-20	Now the credits are back, but our site isn't visible on your dashboard...(see image attached)
March 20, 2025 at 12:11 pm #16839858
Alejandro WPML Supporter since 02/2018 Languages: English (English ) Spanish (Español ) Italian (Italiano ) Timezone: Europe/Rome (GMT+02:00)	Thanks for letting us know. Could you check again and see if the problem is solved? if not, can you let me know what's the domain that should appear there (isn't it XCALLY.com?)