This thread is resolved. Here is a description of the problem and solution.
Problem:
The client has 46,000 prepaid credits assigned to their site, which are visible under Sites Using Prepaid Credits in their WPML.org account. However, within WordPress (WPML → Translation Management → Automatic Translation), the system does not recognize these credits and prompts the client to purchase more. Despite attempts to deregister/re-register the site, reassign credits, and clear caches, the issue persists.
Solution:
We first asked the client to navigate to WPML > Support > Troubleshooting and share the Advanced Translation Editor ID to identify any issues with multiple activations that might have affected the credit assignment. After receiving the necessary information, we corrected the issue on our server. We recommend the client to check their WordPress dashboard now to confirm that the credits are now properly recognized.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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. Should the problem persist, please do not hesitate to open a new support ticket at WPML support forum for further assistance.
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