credit not available

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Supporter timezone: Asia/Ho_Chi_Minh (GMT+07:00)

Tagged: Account Issues, ATE

This topic contains 5 replies, has 2 voices.

Last updated by Long Nguyen 1 year ago.

Assisted by: Long Nguyen.

Author	Posts
February 21, 2024 at 12:21 am #15325011
carolineL-16	Hi, On my account I have more than 58000 credits, but on my website I have 0. Also in the site url in wpml website, one url is with a "/" and one without at the end, while it's the same website and I can't udpate them. So I need help to get my credit available for my website and clean the url site on my account. Thanks
February 21, 2024 at 6:42 am #15325341
Long Nguyen Supporter Languages: English (English ) Timezone: Asia/Ho_Chi_Minh (GMT+07:00)	Hi Caroline, Thank you for contacting WPML support, I'd be happy to help you with this issue. Checking on our server, I see you restore your site from a backup or migrate to a new one and select the action "Copy". That means you need to register your site with a new sitekey then assign credits from WPML.org account to the site again. Refer to this ticket https://wpml.org/forums/topic/site-key-doesnt-work-4/ and documentation https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/ Look forward to your reply. Thanks
February 21, 2024 at 10:22 pm #15330590
carolineL-16	Hi, I have unregistered my website, then added a new key. But I can't reassign the credit. There is no option to transfer the credit on the tool tab on my website.
February 22, 2024 at 2:31 am #15330959
Long Nguyen Supporter Languages: English (English ) Timezone: Asia/Ho_Chi_Minh (GMT+07:00)	Hi, Did you try to delete the sitekey on WPML.org as my colleague suggested? Please follow steps below and let me know how it goes. 1. Log in to your WPML account and go to the Sites page (https://wpml.org/account/sites/). 2. Delete all existing sitekeys. 3. Create a new sitekey for your site. 4. Go to your Site Dashboard, navigate to Plugins > Add New > Commercial tab. 5. Click on the 'Unregister WPML from this site' button. 6. Register with the new sitekey and refresh the page. If it doesn't help, please share two screenshots (full screen) of the pages: - Sites page https://wpml.org/account/sites/ - Account page https://wpml.org/account/ Look forward to your reply. Thanks
February 22, 2024 at 5:16 pm #15335075
carolineL-16	Hi, Yes all sitekey has been deleted, including the development key. I have unregistered my website, created a new key, added the new key, 0 credit was available see capture. Then on my account page, all my 58k+ credits have gone!! It needs to be fixed. Thanks
February 23, 2024 at 8:06 am #15336255
Long Nguyen Supporter Languages: English (English ) Timezone: Asia/Ho_Chi_Minh (GMT+07:00)	Hi, Can you please recheck your account page? 58k credits should be available there. Thanks.

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