Skip to content Skip to sidebar

Home › Support › English Support › [Resolved] Website appearing inactive, can't buy credits

[Resolved] Website appearing inactive, can't buy credits

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

Problem:
The client's website appeared as 'inactive' on the WPML Manage Credits page, preventing the purchase of credits and use of the 'Add/remove credits' button.
Solution:
We identified that the issue was due to the site key being blocked, likely from an incomplete re-registration process. We recommended the client to:
1. Delete the website from their WPML.org account.
2. Unregister the site from within their website's WPML configuration.
3. Register the site again with a new key.
After these steps, the system recognized the site correctly, and the issue was resolved.

If this solution does not apply to your case, or if it seems outdated, we highly recommend checking the related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If issues persist, please open a new support ticket.

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.

Tagged: ,

This topic contains 11 replies, has 0 voices.

Last updated by Lucas Vidal de Andrade 1 week, 3 days ago.

Assisted by: Lucas Vidal de Andrade.

Author Posts
September 29, 2025 at 8:52 am #17439992
October 1, 2025 at 7:02 am #17447305

frederickC

Hello, do you have any update on this ? Thanks
October 2, 2025 at 3:30 pm #17452542

Lucas Vidal de Andrade
WPML Supporter since 11/2023

Languages: English (English )

Timezone: Europe/Vienna (GMT+01:00)

Hey there,

Thank you for waiting. We are still checking. Meanwhile, can you please send me website access?

I would like to look at this directly on your site. For this I would need temporary access (WP-Admin and FTP) to your site, preferably to a test/staging site where the problem has been replicated if possible.

The required fields can be found below the comments section. The information you enter is private, i.e. only you and I can see it and have access to it.

I may need to replicate your website locally. To do this, I need to temporarily install a plugin called "Duplicator" or "All in One WP Migration" on your website. This will allow me to create a copy of your website and content. Once the issue is resolved, I will delete the local website. Let me know if this works for you.

IMPORTANT

Please make a backup copy of the site files and database before giving us access.

- If you do not see the wp-admin/FTP fields, this means your post and site login details are being made PUBLIC. DO NOT post your website details if you do not see the required wp-admin/FTP fields. If you do not, ask me to enable the private box. The private box looks like this:

hidden link
October 6, 2025 at 11:30 am #17459877

Lucas Vidal de Andrade
WPML Supporter since 11/2023

Languages: English (English )

Timezone: Europe/Vienna (GMT+01:00)

Hey there.

I got the message below when logging in:

Erreur : l’identifiant wpml n’est pas inscrit sur ce site. Si vous doutez de votre identifiant, essayez plutôt votre adresse e-mail.

Can you please check? The private fields are available, in case you want to re-share the data.
October 6, 2025 at 2:34 pm #17461182

frederickC

Sorry, please try again with same credentials
October 7, 2025 at 9:08 am #17462810

Lucas Vidal de Andrade
WPML Supporter since 11/2023

Languages: English (English )

Timezone: Europe/Vienna (GMT+01:00)

Erreur : ce mot de passe ne correspond pas à l’identifiant wpml. Mot de passe oublié ?

Can you please check? The private fields are available, in case you want to re-share the data.
October 9, 2025 at 11:43 am #17471046

Lucas Vidal de Andrade
WPML Supporter since 11/2023

Languages: English (English )

Timezone: Europe/Vienna (GMT+01:00)

Thank you so much.

I'll be back once I have new information. Please check on your WPML account profile preferences, your email and notification settings.
October 16, 2025 at 12:07 pm #17490138

Lucas Vidal de Andrade
WPML Supporter since 11/2023

Languages: English (English )

Timezone: Europe/Vienna (GMT+01:00)

Hello there,

Just a small confirmation I need from you: did you FIRST delete the website and THEN added it again? When re-registering it.
October 16, 2025 at 12:24 pm #17490185

frederickC

Hi, yes I did. Thanks
October 23, 2025 at 2:22 pm #17512851

Lucas Vidal de Andrade
WPML Supporter since 11/2023

Languages: English (English )

Timezone: Europe/Vienna (GMT+01:00)

Hello there,

I've just contacted 2nd tier to see if there are any updates. I'll update you here as soon as they answer me. Thank you for your patience.
November 6, 2025 at 8:24 am #17552506

Lucas Vidal de Andrade
WPML Supporter since 11/2023

Languages: English (English )

Timezone: Europe/Vienna (GMT+01:00)

Hello there,

Can you please re-register your website and let me know if the issue is fixed?

We've made some changes on our systems. Let me know how it goes.
November 6, 2025 at 4:16 pm #17554806

frederickC

Hi,
Yes the issu seems resolved now, thank you.
Any idea what the problem was ?
November 7, 2025 at 11:28 am #17556834

Lucas Vidal de Andrade
WPML Supporter since 11/2023

Languages: English (English )

Timezone: Europe/Vienna (GMT+01:00)

Hi,

Thanks for your patience. The issue was caused by the site key being blocked on our end, likely due to an incomplete re-registration process. Even though the site was re-registered, the key hadn't changed, which prevented it from being linked properly.

After asking you to fully re-register the site—starting by deleting it from your WPML.org account, then unregistering it from the site, and finally registering it again with a new key—the system recognized it correctly, and the problem was resolved.

Best,
Lucas