We recently purchased and assigned a substantial amount of additional credits to our website in the WPML account, but only 540 show in WordPress.
The WPML Site Key remains unchanged, and we see a mismatch of information in the WPML account. Our site domains shows on the list of registered sites, but on the manage credits page, our domain is listed as Inactive.
We still have the custom plugin you previously had us install to update/refresh the key array. Can you please take look?
It's been almost 2 days. Can you please follow up and provide us with a status update?
Your AI chat had told us that WPML has fractured our account and spread us across 4 organizations in your system, which has caused a mismatch between the Translation Credits we purchased vs the ones available for use on our site. The AI assistant claimed the solution is for WPML to manually merge the records and clean everything up.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
Hello,
I sent the credits to opex.com in the meantime however I'd really like to get to the bottom of this situation.
From what I see the problem seems to be linked to the sitekey from WPML.ORG. it looks like you copied your site but then used a sitekey that was previously assigned on our systems and that created the conflict.
Can you please let me know what is your migration process and how did you handle the license keys to see if I spot something that could explain what happens here?
The Idea is to fix this once and for all so you can then move and copy your sites freely and still get your credits everytime.
The website was migrated from WP Engine to Pantheon at the end of 2024 / Jan 2025. The migration was handled by a previous web agency vendor and Pantheon. The website has not migrated or moved anyway since.
We've faced a series of struggles managing WPML in the Pantheon environment. Pantheon not only prohibits code edits in the live environment, they prevent you from accessing the WPML plugin configuration page in the WP Admin that would allow you to register a key. They suggest installing WPML and using the Configure WPML option. However, WPML was already configured and translations existed in the database when the site was migrated to Pantheon, so this wasn't really an option. The alternate solution is the pass the key through the wp-config.php.
Pantheon's known issue documentation: hidden link
But what they don't note is that article is that because Pantheon forces all code updates from Dev to Test to Live, that process would make you register the key on the Dev site first rather than live. So you actually have to use their environment variables to pass specific information to specific environments: hidden link
So, keys may been registered in the wrong place. Several people were involved in troubleshooting the setup, so some keys may have been deleted and new ones generated in an attempt to start fresh. I don't have documentation on previously existing keys.
However, the current key in the WPML account was created on 06/20/2025 and connected to the site in Pantheon via the wp-config.php. The key has not changed since then, and the website migration to Pantheon occurred months before that particular key was generated.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
Thanks for the information.
Let me please check a few things on my end to understand what is the right key here since it's very likely that's the problem here. Once I find that information out I'll let you know how we can proceed.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
I found something weird. i see the license key is: f9c95d3d01 but it seems it was created yesterday while it was added to the site way before that. can you let me know if you created the license key yesterday, really? and if you can find the same license in the wp-config or any way where you add that license key to your site given your restrictions?
That is the key we are using, however we did not create that key yesterday. We have been using it for nearly 10 months as it was created on June 20th, 2025, which is reflected in our WPML account. We have not changed keys or created additional keys.
Attaching screenshots from our WPML account, WP Config, and the WPML Debug JSON which we provided WPML when created this support ticket.
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Rome (GMT+02:00)
Thanks for the information. I think I found where the problem is but the developer that can give me the answer is on vacation today and will return tomorrow.
I'll ask him and try to figure out what's happening here.
