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[Resolved] question about credits

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

Problem:
After migrating a Dutch site to a new hosting provider, WPML stopped functioning correctly, and previously translated pages are missing. The client is also concerned about the loss of translation credits.
Solution:
We cannot offer a refund or reset for used translation credits as detailed in our policy (https://wpml.org/faq/can-i-get-a-refund-for-automatic-translation-credits/). Translations in WPML are stored in the database, which remains accessible even without an active subscription. The issue likely stems from the migration process. We recommend using the Duplicator plugin for site migrations, which can be found here: https://wordpress.org/plugins/duplicator/. Documentation and a tutorial for using Duplicator are available at https://snapcreek.com/duplicator/docs/ and https://www.youtube.com/watch?v=3YDQ3Ey_2wY respectively. After migration, ensure to register WPML on your new site and update the site key by following these steps: Log in to your WPML account, navigate to the 'Sites' page (https://wpml.org/account/sites/), remove the old site domain, add the new site, and apply the new key in Plugins > Add new > Commercial.

If this solution does not resolve your issue or seems outdated, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have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 needed, please do not hesitate to open a new support ticket for further assistance at WPML support forum.

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This topic contains 3 replies, has 0 voices.

Last updated by Mihai Apetrei 1 month, 3 weeks ago.

Assisted by: Mihai Apetrei.

Author Posts
June 3, 2025 at 12:15 pm #17102161

karinS-26

Background of the issue:
I had translated my Dutch site earlier this year using WPML. After moving my site to another provider due to slowness, WPML stopped working. I recently contacted support to solve an update problem, hoping it would fix the English version issue. Now, I see no translated pages are available.

Symptoms:
WPML no longer works after moving the site to a new provider, and previously translated pages are missing.

Questions:
Can you help me with a sort of cashback on my credits since I had already translated the whole site before?
June 3, 2025 at 4:02 pm #17103348

Mihai Apetrei
WPML Supporter since 03/2018

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi there.

I am sorry to hear about this experience.

Unfortunately, we cannot refund/reset translation credits that have already been used. Our documentation details this policy, which can be found here: https://wpml.org/faq/can-i-get-a-refund-for-automatic-translation-credits/.

Please note that we pay for these credits upfront, so once content has been sent for automatic translation, we have already paid the translation engine service.

The translations made with WPML are saved into the database. Compared to our competitors which "rent" you the translation and once you stop paying for the service, the translation is not accessible/available anymore, WPML allows you to still have it even if you stop paying for an active subscription.

The issue here seems to be with the way the website was migrated/moved.

I believe something went wrong during the migration process.

To migrate your site, we recommend using the following plugin or a similar one:
- https://wordpress.org/plugins/duplicator/

You can find the documentation here:
hidden link

Here's a brief tutorial on how to use Duplicator:
hidden link

This plugin should also easily handle the URL-replacing process.

After migration, register WPML on your new site and enter the new key:
Log in to your WPML account >> go to the "Sites" page (https://wpml.org/account/sites/) >> Remove your old site domain from there >> add your new site >> it will provide you with a new key which you can add to your site in Plugins > Add new > Commercial.

I hope you find this information helpful.

Kind regards,
Mihai Apetrei
June 3, 2025 at 4:27 pm #17103458

karinS-26

Thank you Mihai.
I have already migrated the site, as I said earlier and have renewed WPML with the help of a colleague of yours.
the URL hasn't changed actually, only the hosting company was changed.
Please tell me, where can I find those translated pages in the database you're talking about?
Mind you, I'm not not very technically savvy...
June 4, 2025 at 9:46 pm #17108218

Mihai Apetrei
WPML Supporter since 03/2018

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi Karin,

Thanks a lot for the update, and I really appreciate the extra context. That helps a lot.

Since the domain stayed the same and only the hosting provider was changed, it’s quite likely that the translations are still there in the database — but something during the migration might have caused a mismatch or disconnection between the translated content and how it’s displayed now.

You can find out more about the WPML database model so that you can understand where everything is stored:
https://wpml.org/documentation/support/wpml-tables