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

Problem:
The client's automated translation credits did not return after deleting a hacked website from their WPML account.
Solution:
1. We asked the client to provide the domain they were using for the site and the amount of credits they remembered having.
2. After receiving the information, we located the site with the remaining credits and moved them back to the client's WPML.org account.
3. We instructed the client to:
- Visit their WPML account sites page
- Remove the current key for their site and generate a new one
- Copy the new key
- Go to their WordPress backend > Plugins > Add new > Commercial > UNregister WPML and REgister WPML with the new key
4. We provided a link to the documentation on how to assign the credits to their site: How to assign automatic translation credits to your sites

Please note that this solution might be irrelevant if it's outdated or not applicable to your case. If the solution does not resolve your issue, we highly recommend checking the related known issues, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If you still need assistance, please open a new support ticket.

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This topic contains 3 replies, has 2 voices.

Last updated by Mihai Apetrei 1 year, 7 months ago.

Assisted by: Mihai Apetrei.

Author Posts
February 2, 2024 at 9:55 pm #15261388

onurK-8

My automated translation credits didn't return after I deleted a hacked web site from WPML account.

February 2, 2024 at 10:25 pm #15261398

Mihai Apetrei
WPML Supporter since 03/2018

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Hi there.

1. Can you please let me know the domain that you were using for that site?

2. Can you please let me know if you remember how many credits were there?

Thank you!

I will be waiting for your response.

Mihai Apetrei

February 3, 2024 at 12:55 am #15261584

onurK-8

it was hidden link
I don't remember my credits

February 5, 2024 at 9:09 pm #15268394

Mihai Apetrei
WPML Supporter since 03/2018

Languages: English (English )

Timezone: Europe/Bucharest (GMT+03:00)

Thank you for the info.

I found a site that had "1932" credits remaining so I moved those back to your WPML.org account (you already had 14 credits in your WPML.org account, too).

You should be able to see them here:
https://wpml.org/account

You have a total of 1946 credits available.

Now:

1. Go here (https://wpml.org/account/sites/)
2. Remove the current key for your site and generate a new one
3. Copy it
4. Go to your WordPress backend > Plugins > Add new > Commercial > UNregister WPML and REgister WPML with the new key that you copied

Then, follow the steps here to assign the credits to your site:
https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/

Mihai