susanneV-6

Problem:
The client reported that the credits in their WPML account were not visible in the backend of their website. Additionally, after deleting WPML from the plugins, it no longer appeared in the search results or in the existing plugins, and they were unable to add it as a new plugin.
Solution:
First, we addressed the issue with the credits not showing. This could happen if WPML is uninstalled or reset, as a new automatic translation account ID is generated, leaving the credits in the old account. We advised the client to:
1. Move the credits back to their WPML.org account by using the "add/remove credits" button on https://wpml.org/account.
2. Remove the current site key and generate a new one at https://wpml.org/account/sites/, then unregister and re-register WPML in their website's backend.
3. Re-add the credits to the site following the steps provided at https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/.
For the issue of the missing WPML plugin, we suggested:
1. Downloading WPML from https://wpml.org/download/wpml-multilingual-cms/?section=changelog.
2. Going to Plugins > Add new > Upload in the website's backend, uploading the zip file, and then installing and activating the plugin.

If these steps do not resolve your issues or if the solution seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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. If needed, please open a new support ticket at WPML support forum for further assistance.