credits not appearing

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

Problem:
The client was unable to see their prepaid credits for automatic translations on their website. They were also experiencing issues with translation previews not being available, and translated content not showing as completed. The client's website is built on Bedrock, which seemed to cause a discrepancy in the URL that WPML was recognizing.

Solution:
1. We asked the client to provide their Automatic Translation account ID from WPML > Support > Troubleshooting.
2. We identified that the client was using the 'Pay As You Go' option, which does not support prepaid credits. We directed the client to switch to a prepaid plan following the steps in this documentation: https://wpml.org/forums/topic/change-from-pay-as-you-go-to-prepaid/
3. After confirming the total number of prepaid credits the client wanted to transfer, we manually adjusted the credits on their account to reflect the correct balance.

Please note that this solution might not apply to your case, as it could be outdated or not relevant to your specific situation. If you're experiencing similar issues, we recommend checking the related known issues, verifying the version of the permanent fix, and ensuring that you have the latest versions of themes and plugins installed. If the problem persists, please open a new support ticket with us.

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Tagged: ATE

This topic contains 13 replies, has 2 voices.

Last updated by Mihai Apetrei 1 year, 2 months ago.

Assisted by: Mihai Apetrei.

Author	Posts
April 5, 2024 at 9:32 pm #15489932
nouraa-3	i am trying to access prepaid credits to activate automatic translations, but my credits are not reflecting on our website. I'm not sure why I'm unable to attach images! can i have an email to send the images to please?
April 8, 2024 at 4:06 am #15492301
nouraa-3	hello image has been sent, also tried multiple browsers
April 9, 2024 at 9:11 pm #15501742
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Thank you! I would like to request temporary access (wp-admin and FTP) to your site to take a better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. The information you will enter is private which means only you and I can see and have access to it. Our Debugging Procedures I will be checking various settings in the backend to see if the issue can be resolved. Although I won't be making changes that affect the live site, it is still good practice to backup the site before providing us access. In the event that we do need to debug the site further, I will duplicate the site and work in a separate, local development environment to avoid affecting the live site. Privacy and Security Policy We have strict policies regarding privacy and access to your information. Please see: https://wpml.org/purchase/support-policy/privacy-and-security-when-providing-debug-information-for-support/ IMPORTANT - Please make a backup of the site files and database before providing us access. - If you do not see the wp-admin/FTP fields this means your post & website login details will be made PUBLIC. DO NOT post your website details unless you see the required wp-admin/FTP fields. If you do not, please ask me to enable the private box. The private box looks like this: hidden link I will be waiting for your response. Mihai
April 15, 2024 at 5:16 pm #15521434
nouraa-3	hello, i have met with a WPML expert and we believe we have gotten to the bottom of the issue, but it requires someone from your team to manually add the credits to our website. Our WP is built on bedrock, so out URL is hidden link WPML is not directing to that, its directly to hidden link This is actually causing a myriad of issues, not just the credits. previews of translations aren't available to view, translated content doesnt come up as completed, etc. I kow creating a new key could solve this issue, but I'm worried about my pending translations (almost 2000) Any idea what we could do?
April 15, 2024 at 7:53 pm #15521678
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Hi there and welcome back. Please go to WPML > Support > Troubleshooting > and let me know the id that you see at this section: "Your Automatic Translation account id is" And then, I can move how many credits that you want from your WPML.org account to your site. I will be waiting for your response. Mihai
April 15, 2024 at 11:41 pm #15522084
nouraa-3	please check attachement, i cannot find the ID under support
April 16, 2024 at 9:58 pm #15528341
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Thank you for the update. I will continue the investigation and will get back to you as soon as I have updates.
April 17, 2024 at 4:11 pm #15533998
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Hi there. I think the issue might be related to the fact that you are using pay as you go which DOES NOT support PREPAID credits. Can you please try the steps here (https://wpml.org/forums/topic/change-from-pay-as-you-go-to-prepaid/) and see if that resolves the issue? Please let me know how that goes! Mihai
April 17, 2024 at 6:30 pm #15534540
nouraa-3	hello, i already tried that and when it didnt work i went back to pay as you go to not delay translations. thanks
April 17, 2024 at 10:33 pm #15535045
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Got it. Can you please let me know how many prepaid credits you currently have and how many you would like me to assign to this site? I will be waiting for your response. Thank you!
April 24, 2024 at 6:48 am #15558770
nouraa-3	hello, these are the total credits I have and I would like all of them transferred. hidden link 68000 hidden link 1000 hidden link 9986 hidden link 5196 hidden link 1000
April 24, 2024 at 11:13 pm #15562869
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Hi there. According to the credits usage that I see on our side, I can see that currently you are at this current stat: -179768 credits The minus in front means that this was credits usage for which you will be charged at the beginning of next month. If I add the credits that you mentioned, what that will do is it will subtract from the current usage so you will be charged less at the next invoicing that will happen at the beginning of next month. Please confirm if that's fine.
April 25, 2024 at 1:33 pm #15565923
nouraa-3	sure
April 26, 2024 at 9:31 am #15569642
Mihai Apetrei WPML Supporter since 03/2018 Languages: English (English ) Timezone: Europe/Bucharest (GMT+03:00)	Perfect. That's a total of 85.182 credits (68000+1000+9986+5196+1000). I subtracted them now so, from the current credits usage that you had (-179768), now, you have -94586. So you will pay less in the next invoice. Good luck with the project and never hesitate to open new tickets when you need help with new issues. Have a lovely rest of the day! Mihai