Credits

Problem:
The client was unable to use the 'copy code' button to transfer translation credits between their sites on Clerver.ch. They also faced issues with employing credits for translations, receiving messages to add more credits despite having them.
Solution:
We instructed the client to check the Automatic Translation ID via the WPML > Support > Troubleshooting section on their old.clerver.ch site. After identifying the available credits across different sites, we consolidated all credits to the client's current site. We provided a link to the documentation on how to assign automatic translation credits to sites: https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/. Finally, we confirmed the successful transfer and visibility of credits on the client's current site.

If this solution does not resolve your issue, or seems outdated, we recommend opening a new support ticket. We also advise 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, please visit our support forum at https://wpml.org/forums/forum/english-support/.

Problem:
The client was managing credits for the WPML plugin and mistakenly assigned 60000 credits to a staging subdomain (staging.sanitas.de) instead of the main page (www.sanitas.de). After unregistering the staging subdomain, the credits were lost.
Solution:
We successfully located and moved back 64000 credits to the client's account. The client now has a total of 74000 credits, considering the 10000 credits that were already in the account.

If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix,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

Problem:
The client is experiencing an issue where their site warns that there are not enough credits for automatic translation, despite having a sufficient amount of credits assigned in their WPML account.
Solution:
If you're encountering a similar issue, it might be due to the automatic translation account ID being reset or changed, which can happen if WPML is uninstalled or WordPress is reinstalled. Here are the steps we recommend:
1. Visit your WPML account page at https://wpml.org/account and use the "add/remove credits" button to manage your credits.
2. If necessary, remove the existing site key and create a new one by following these steps:
- Go to https://wpml.org/account/sites/
- Remove the current site key and generate a new one.
- Navigate to your website's backend > Plugins > Add new > Commercial.
- UNregister WPML from the old key and REregister it with the new key.
3. Reassign the credits to your site by following the guide at https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/.

If this solution does not resolve your issue, or if it seems outdated or irrelevant to your specific 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 needed, please do not hesitate to open a new support ticket for further assistance.

Problema:
El cliente renovó el plugin WPML y recibió 92.000 créditos para traducción automática, pero las traducciones comenzaron automáticamente sin su consentimiento, agotando los créditos en contenido no deseado.
Solución:
En WPML, se puede elegir entre 'traducir todo automáticamente' o 'traducir lo que elijas'. Recomendamos usar 'traducir lo que elijas' para tener control total sobre el contenido a traducir. Esta configuración se puede cambiar en WPML > Configuración. Si se selecciona 'traducir todo automáticamente', WPML traducirá todo el contenido existente en el sitio, incluyendo el no deseado. Desafortunadamente, los créditos de traducción usados no pueden ser reembolsados. Más información sobre este tema está disponible en nuestra documentación aquí: https://wpml.org/es/faq/can-i-get-a-refund-for-automatic-translation-credits/
Puedes revisar el Informe de Uso de Traducción Automática en WPML > Gestión de Traducciones > Herramientas > Pago y Configuración > Informes de Uso de Traducción Automática.

Si esta solución no resuelve tu problema o si la información parece desactualizada, te recomendamos abrir un nuevo ticket de soporte. También es aconsejable revisar los problemas conocidos en https://wpml.org/known-issues/ y confirmar que tienes instaladas las últimas versiones de los temas y plugins.

Problem:
The client was experiencing two issues: firstly, the WPML plugin dashboard indicated that they were out of credits for automatic translation, despite having credits left. Secondly, after translating a page, other languages were using a different template which the client did not have in their WordPress.
Solution:
For the first issue regarding credits, we advised the client to check if the credits were stuck or not assigned to the site. We recommended navigating to https://wpml.org/account to move the credits back to their WPML.org account. Following this, the client should remove the current site key and generate a new one at https://wpml.org/account/sites/, unregister and re-register WPML with the new key, and then re-add the credits by following the steps at https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/.
For the second issue regarding template consistency across translated pages, we requested the client to open a new ticket as per our Support Policy to handle one problem per ticket.

Please note that the solution provided might be 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 the issue persists, please open a new support ticket at WPML support forum.