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[Resolved] The newly purchased WPML Multilingual Agency is still expired.

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

Problem:
The client purchased the WPML Multilingual Agency but the plugin page still indicates that the WPML account has expired. Attempts to refresh the account status were unsuccessful. Additionally, the client cannot access the End User account or remember its details.
Solution:
We recommend following these steps to resolve the issue:
1. Ensure you have a full backup of your site.
2. Navigate to your account page and delete the key for the site.
3. Go to WP -> Plugins -> Add New -> Commercial tab and click on "Unregister WPML from this site".
4. Refresh the page and then click on "Get a key for this site".
5. Copy the newly generated code.
6. Return to WP -> Plugins -> Add New -> Commercial tab and register the site with the new key.
If you are unable to access the End User account, try recovering it by requesting a password reset to the registered email, in this case, ally.garrett@isentia.com.
If these steps do not resolve the issue or if the solution seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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. Additionally, you can open a new support ticket for further assistance at WPML support forum.

This is the technical support forum for WPML - the multilingual WordPress plugin.

Everyone can read, but only WPML clients can post here. WPML team is replying on the forum 6 days per week, 22 hours per day.

This topic contains 10 replies, has 2 voices.

Last updated by Marsel Nikolli 1 year, 2 months ago.

Assisted by: Marsel Nikolli.

Author Posts
May 14, 2024 at 8:08 am #15623790

paulD-30

We already purchased the WPML Multilingual Agency for hidden link but on the plugin page, it still says this "Your WPML account has expired. Purchase today to protect your site from breaking changes in future WordPress releases."

I've already tried clicking the "Refresh account status" after I purchased it but it doesn't work. How can I update it?

Thanks

renewal.png
May 14, 2024 at 9:07 am #15624291

Marsel Nikolli

Hi,

Welcome and thank you for contacting technical support.

Please try the following steps to register the site with a new key after a full site backup{mandatory} and check if the issue persists:

- Go to your account page (https://wpml.org/account/sites/)
- Delete the key for the site
- Go to WP -> Plugins ->Add New ->Commercial tab
- Click on "Unregister WPML from this site"
- Refresh the page
- Click on "Get a key for this site"
- Copy the newly generated code
- Visit back to WP-> Plugins ->Add New ->Commercial tab
- Register the site with the new key

Let me know how it goes.

Kind regards,
Marsel
May 14, 2024 at 9:30 am #15624518

paulD-30

Hello Marsel,

Thank you for your reply. After checking, there's no delete button for the hidden link kindly see the attached image.

isentia.png
May 14, 2024 at 10:41 am #15624810

Marsel Nikolli

Hi,

I've escalated the issue to our systems support team and I'll update you as soon as I have feedback from the team.

Kind regards,
Marsel
May 14, 2024 at 2:57 pm #15626169

Marsel Nikolli

Hi,

I've got an update from the team and it seems that the website was transferred from your account to someone else's account (End User account, maybe your client's), that's why you don't see any option to delete the site on your wpml.org account.

As for now, the End User account license has expired and there is a 30-day grace period during which the license can be renewed and fix the issue with the banner. This can be done by logging in to the End User account on wpml.org and following the renewal instructions there displayed.

Let me know if you have any question.

Kind regards,
Marsel
May 15, 2024 at 12:23 am #15627340

paulD-30

Hi,

What will happen if we forget the end user account? Is there any other solution? We already purchased the WPML Multilingual Agency for this account and we can't remember the end user account.

Thanks.
May 15, 2024 at 1:01 pm #15630535

Marsel Nikolli

Hi,

You can recover access to the End User account by requesting a password reset to the registered email, in this case, ally.garrett@isentia.com

Kind regards,
Marsel
May 16, 2024 at 8:16 am #15633571

paulD-30

Hi,

I tried what you mentioned above but it says email not found. Also, we don't have access to that email anymore. Can we change the End user account to our email address?

Thanks

email not found.png
May 20, 2024 at 12:09 am #15643147

paulD-30

Hi,

May I know what's the update regarding my concern above?

Thanks
May 20, 2024 at 8:10 am #15644057

Marsel Nikolli

Hi,

I've passed your last message to the support team, and I will update you as soon as I get feedback as the issue is under review.

Regards,
Marsel
May 20, 2024 at 8:47 am #15644265

Marsel Nikolli

Hi,

Can you please try refreshing the account status (on the page as in the attached image)?

If the issue persists, you should now be able to remove the site from your WPML.ORG account and add it again.

Let me know how it goes.

15623790-renewal.png
May 21, 2024 at 7:13 am #15648132

paulD-30

Hi,

All good now. Thank you so much Marsel