Skip to content Skip to sidebar

Home › Support › English Support › [Resolved] Can't migrate tokens (AI tokens) from a non-existing staging to my production site

[Resolved] Can't migrate tokens (AI tokens) from a non-existing staging to my production site

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

Problem:
The client is unable to migrate 16,000 automatic translation credits from a non-existing staging site to their production site because the staging site has been deleted and they cannot access the migration code.
Solution:
1. We verified that the credits from the staging site were already included in the total of 155,991 credits currently visible on the production site.
2. We moved the credits back to the client's WPML.org account. The client can now see and manage these credits directly from their account.
3. To assign these credits to the production site, follow the steps outlined in our documentation on how to assign automatic translation credits to your sites.

If this solution does not resolve your issue or seems outdated, please check for related known issues at https://wpml.org/known-issues/, verify the version of the permanent fix, and confirm that you have installed the latest versions of themes and plugins. We highly recommend opening a new support ticket if needed.

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.

Tagged: 

This topic contains 3 replies, has 0 voices.

Last updated by Mihai Apetrei 1 month, 3 weeks ago.

Assisted by: Mihai Apetrei.

Author Posts
May 21, 2025 at 11:00 pm #17059195

jeroenV-58

Background of the issue:
I am trying to migrate my 16,000 AI tokens from a non-existing staging site to my production site, varamedia.be. In the WPML back-end, it instructs me to use a migration code to allow both hidden link and hidden link to share the same credits for automatic translation. However, hidden link is not a live site, and I have already deleted it from my WPML installations.

Symptoms:
I can't click the link provided by WPML to get the migration code because the staging site is non-existing. Despite deleting the staging site from WPML, it still seems to have all my credits.

Questions:
Why does the non-existing staging site still have all my credits?
How can I migrate my credits to the production site without access to the staging site?
May 22, 2025 at 5:40 pm #17063225

Mihai Apetrei
WPML Supporter since 03/2018

Languages: English (English )

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

Hi there.

If I look for jeroenv74.sg-host.com in our system, I can find the site connected to the production (you migrated probably to production), and I can see that the site that's active now has 155991 credits and that there's an unpaid invoice here:
hidden link

I don't see the 16k credits - maybe you used a different URL for the staging?

Before you completely delete a WordPress site, you should move the credits back to your WPML account as explained here:
https://wpml.org/documentation/automatic-translation/how-to-assign-automatic-translation-credits-to-your-sites/#how-to-remove-credits-from-a-site

That's the best best the credits won't remain stuck.

Please let me know if there's any other URL I can try to use to look up these credits.

I will be waiting for your response.

PS: There's also a chance the 16k credits moved to the total of 155991 credits that you have available right now.

Mihai Apetrei
May 25, 2025 at 12:34 am #17069313

jeroenV-58

Hi,

Where do you see 155991 credits? I don't see that.

As you can see in my screenshot, the credits are stuck in a staging account that's offline already.

Thanks,
May 25, 2025 at 10:22 pm #17070620

Mihai Apetrei
WPML Supporter since 03/2018

Languages: English (English )

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

Hi there.

On May 21st, there was a new WPML key created with this credit amount:
159308. Now, there are these ones left: 155991 credits.

If you don't see them now, they were probably visible on the old site and got stuck.

I moved them back to your WPML.org account right now, and you should be able to see them here:
https://wpml.org/account

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