Credits assigned to wrong site (development)

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

Problem:
The client is unable to transfer Auto translation credits from a development site that is no longer accessible to their production site. Despite deleting the site key as instructed, the credits still do not appear in their account.
Solution:
First, ensure that Automatic Translation is enabled on your production site. If it is not visible in our system, the credits cannot be assigned. Once confirmed, we can manually transfer the credits to your live site. Please check your account now to see if the credits are showing as assigned to the live site.

If this solution does not resolve your issue or seems outdated, we recommend opening a new support ticket. It's also advisable to check related known issues at https://wpml.org/known-issues/, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins. For further assistance, please visit our support forum at WPML Support Forum.

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Tagged: ATE

This topic contains 3 replies, has 0 voices.

Last updated by matthewV-10 2 weeks, 5 days ago.

Assisted by: Bobby.

Author	Posts
September 15, 2025 at 6:42 pm #17403776
matthewV-10	Background of the issue: I am trying to have my credits for Auto translation (92,000 credits) assigned to my production site (www.pival.com). They are currently stuck on a development site (pival2022.nvdev) that is no longer accessible. The instructions require accessing the site to transfer the credits, but it is not accessible. I have deleted the site key as instructed, but the credits are still not available on my account. More details can be found here: https://wpml.org/account/manage-credits/ Symptoms: Credits are locked to a site that is not accessible any longer, and they are not available on my account. Questions: How can I transfer my credits to the production site if the development site is not accessible? Why are the credits not appearing on my account after deleting the site key?
September 16, 2025 at 4:15 am #17404240
Bobby WPML Supporter since 04/2015 Languages: English (English ) Timezone: America/Los_Angeles (GMT-07:00)	Hi there, We can transfer the credits to your live website. I was able to locate the credits, however, please verify that your live site has automatic translation currently enabled as I am not able to locate it in our system to assign the credits to.
September 16, 2025 at 8:33 pm #17407750
matthewV-10	Hi Bobby, Yes, our live website has Automatic Translation currently enabled: hidden link I appreciate your help with this! Please let us know once the credits are available to be used on the live site (pival.com).
September 16, 2025 at 11:24 pm #17407952
Bobby WPML Supporter since 04/2015 Languages: English (English ) Timezone: America/Los_Angeles (GMT-07:00)	Please review your credits now as they currently show assigned to the live site.
September 17, 2025 at 2:36 pm #17410307
matthewV-10	Thank you! I'm seeing the 92000 credits available on the live site.