unable to see the credits

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

Problem:
The client is unable to view credits from their account or the website's Translation Tools page.
Solution:
We recommend the following steps to resolve the issue:
1. Navigate to Plugins -> Add New -> Commercial in your website.
2. Unregister WPML by clicking the unregister link.
3. Visit https://wpml.org/account/sites/ and delete the existing site key.
4. Create a new site key.
5. Return to Plugins -> Add New -> Commercial in your website and click the register link to use the new site key.
If the issue persists:
- Take a full backup of your site and database.
- Deactivate all plugins except WPML and String Translation.
- Switch to a standard theme like 2024 or 2021.
- Repeat the registration steps.
For PAYG users, manage your invoices and usage reports at Automatic Translation Invoices and share credits across sites at Automatic Translation Subscription for Multiple Sites.
Ensure you are using the latest versions of WPML, String Translation, and related addons for improved functionality.
We also recommend clearing site cache, WPML cache (from WPML -> Support -> Troubleshooting), and browser cache.

If these steps do not resolve your issue, or if the solution seems outdated or irrelevant to your case, please open a new support ticket. 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. For further assistance, visit our support forum at WPML Support Forum.

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.

This topic is split from https://wpml.org/forums/topic/elementor-text-tranlsations-not-showing/

Tagged: Bug

This topic contains 4 replies, has 0 voices.

Last updated by alessandraM-14 3 days, 16 hours ago.

Assisted by: Waqas Bin Hasan.

Author	Posts
August 28, 2025 at 9:45 am #17354264
alessandraM-14	Hi, I'm unable to see the credits either from my account or the website's Translation Tools page - please can you advise? hidden link
August 28, 2025 at 12:45 pm #17355124
alessandraM-14	I just purchased some more prepaid credits and I still can't see them. Please advise on what we can do?
August 28, 2025 at 1:21 pm #17355342
Waqas Bin Hasan WPML Supporter since 05/2014 Languages: English (English ) Timezone: Asia/Karachi (GMT+05:00)	Hi, Thank you for contacting the support. Please try the following steps: - In your website, go to Plugins -> Add New -> Commercial. - Unregister WPML by clicking the unregister link. - Then go to https://wpml.org/account/sites/. - Delete the existing site key. - Create a new site key. - Then go back to Plugins -> Add New -> Commercial in your website. - Click the register link and use the new site key (created above) to register. If this does not work, then please try the following: 1) Take a full backup of your site and database before proceeding. It is highly advised to try these on a dev or staging site first, so your live site isn't compromised. 2) Deactivate all plugins except WPML and String Translation. 3) Switch to a standard theme like 2024 or 2021. 4) Repeat the previous steps (mentioned above) about unregister/register. Please let me know and I'll try my best to help you further on the matter. Regards.
August 29, 2025 at 5:46 am #17356667
alessandraM-14	Hi, thank you for the assistance. Doing this enabled me to assign the credits to the website during the registration stage. Once the site is registered, it went back to the view where I couldn't see my credits again. I decided to add another site just to test it and now my credit shows. It seems that because the first and only site registered was pay-as-you-go the prepaid credits were completely out of sight. Once I registered a new dummy site it went under "Sites using pre-paid credits" and now my credits show. It's something that definitely requires fixing as this was very confusing as well as I'm still unable to add the credits to the first pay-as-you-go site without unregistering and registering it again.
August 29, 2025 at 7:51 am #17356992
Waqas Bin Hasan WPML Supporter since 05/2014 Languages: English (English ) Timezone: Asia/Karachi (GMT+05:00)	Thank you for the updates. Since you're using PAYG (pay as you go), you may go to WPML -> Translation Management Dashboard -> Translation Tools and there you can see all the details. To manage PAYG invoices and usage reports, please see https://wpml.org/documentation/automatic-translation/automatic-translation-invoices/. To share automatic translation credits across multiple sites, please see https://wpml.org/documentation/automatic-translation/automatic-translation-subscription-for-multiple-sites/. Please note that we recently released newer versions of WPML, String Translation and a few related addons. It's better if you can update to these newer version which also includes improved functionality around the above mentioned. IMPORTANT: Please take full backup of your website and database beforehand. I'll also recommend clearing site cache (i.e. any caching plugin on site or on server), WPML cache (from WPML -> Support -> Troubleshooting) and browser cache and check again. Please let me know your findings and I'll try my best to help you further on the matter.
September 1, 2025 at 7:32 am #17361466
alessandraM-14	Thank you, this has been resolved. We appreciate your help.