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[Resolved] Credits used (more than expected) but translated page is not really translated

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

Problem:
The client attempted to automatically translate a Privacy Policy page from English to Hebrew but encountered issues where only the title was translated, and the rest of the text remained in English. Despite having sufficient credits, the system used 5,356 Pay-as-You-Go credits, costing €2.52. This was due to the site registered in the WPML.org account not matching the live website’s ID, leading to credits not being assigned correctly.
Solution:
We manually moved the translation credits to the correct live site and adjusted the debt so the client will not be charged. We recommend the client to re-register their site with WPML to ensure the WPML.org account reflects the correct instance. Here are the steps to follow:
1. In the WordPress dashboard, go to Plugins → Add New → Commercial.
2. Click Unregister for WPML.
3. Visit https://wpml.org/account/sites/ and delete the existing site key.
4. Back in Plugins → Add New → Commercial, click Register and complete the registration to generate a new key.

If this solution does not resolve your issue or seems irrelevant due to being outdated or not applicable to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent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 further assistance is needed, please open a new support ticket at WPML support forum.

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This topic contains 3 replies, has 1 voice.

Last updated by Dražen 1 week, 4 days ago.

Assisted by: Dražen.

Author Posts
August 11, 2025 at 12:09 pm #17309663

rayaA

Background of the issue:
I was trying to automatically translate the Privacy Policy page from English to Hebrew using the Translation Management > Translation Dashboard > Pages. The page had approximately 814 words, and I had 92,415 credits assigned to this site. I enabled the pay-as-you-go option in the Translation Tools tab, which mentioned that the first 2,000 credits each month are free. I assumed that I wouldn't be charged for translating the page since it was only 814 words, and I had plenty of credits. The issue can be seen at: hidden link

Symptoms:
After attempting the translation, only the title of the page was translated, and the rest of the text remained in English. Additionally, the Translation Tools tab indicated that 5,356 Pay-as-You-Go credits were used, costing €2.52, which was unexpected.

Questions:
Why did the translation use so many credits?
Why was only the title translated and not the rest of the page?
Will I be charged for the credits used despite having enough assigned credits?
August 13, 2025 at 1:11 pm #17317662

Alejandro
WPML Supporter since 02/2018

Languages: English (English ) Spanish (Español ) Italian (Italiano )

Timezone: Europe/Rome (GMT+02:00)

Hello there!

I'll help you get started while a supporter takes your case.

The page translated roughly 1339 words and it was using PTC (In-house AI Translation engine) as your default engine which consumes 4 credits per word and as a result it used 5356 credits.

However the content should've been translated as well but could it be you're using the classic editor from wordpress or the classic block from the native Gutenberg builder?

If that's the case, please copy that content, remove the classic block and paste it so it gets pasted into the current gutenberg blocks. then save the changes and run the translation again.

It should not charge you anything because you've already translated it before and it should show the content correctly.

Try it out and let us know how it goes.

Regards,
August 17, 2025 at 7:25 am #17325221

rayaA

Thank you for your response. I somehow understand that the aprox 814 words was inflated to almost twice as much (1339) and due to each word taking 4 tokens it ended up 5356 credits. However I still do not understand why if I had 92,415 credits assigned to this site, I'm going be to charged €2.52.

I've have done as you suggested and the page is now fully translated.
August 18, 2025 at 7:02 am #17326240

Dražen
Supporter

Languages: English (English )

Timezone: Europe/Zagreb (GMT+02:00)

Hello,

Thanks for getting back to me.

I checked and the site currently registered in your WPML.org account doesn’t match your live website’s ID. Because of that, the translation credits weren’t assigned to the correct site. This often happens after moving a site to/from staging without re-registering it, so WPML.org stays linked to the old instance. We’re working on making this flow smoother.

I’ve now manually moved the credits to your live site so you can use them right away and debt will be adjusted so you will not be charged anything.

Please re-register the site so your WPML.org account reflects the correct instance:

1. In your WordPress dashboard, go to **Plugins → Add New → Commercial**.
2. Click **Unregister** for WPML.
3. Visit https://wpml.org/account/sites/ and **delete** the existing site key.
4. Back in **Plugins → Add New → Commercial**, click **Register** and complete the registration to generate a new key.

Regards,
Drazen