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[Escalated to 2nd Tier] Credits unavailable

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This topic contains 20 replies, has 0 voices.

Last updated by claudiaG-4 1 day ago.

Assisted by: Kor.

Author Posts
January 2, 2026 at 4:30 pm #17700749

claudiaG-4

I renewed my WPML license. I received 90,000 credits + 2,000 free credits. I installed and registered the purchase key. However, I don't see the credits as usable in translations.

January 2, 2026 at 6:20 pm #17700924

Kor
WPML Supporter since 08/2022

Languages: English (English )

Timezone: Asia/Singapore (GMT+08:00)

Thanks for your patience. I’ve checked our system and can see that 156,000 credits were added to hidden link . Could you please confirm if this is the site you’re working on?

If so, please try removing the current site key from your account dashboard here:
https://wpml.org/account/sites/

After that, generate a new site key and add it again via WP Admin → Plugins → Add New → Commercial.

Please let me know if this resolves the issue.
January 3, 2026 at 10:50 am #17701335

claudiaG-4

Nothing has changed. I have already done this several times. The actual credits would be 90,000 + 2,000 because I purchased the licence.

uno.jpg
January 3, 2026 at 3:18 pm #17701512

Kor
WPML Supporter since 08/2022

Languages: English (English )

Timezone: Asia/Singapore (GMT+08:00)

Thanks for your reply. I can see multiple registrations on our system here, and it's causing some issues over there. Could you please navigate to WPML > Support > Troubleshooting link > Copy and paste the "Your Automatic Translation account id is" number here so that I can check? It looks like the attached screenshot.

Screenshot_170.png
January 3, 2026 at 3:37 pm #17701545

claudiaG-4

Il tuo ID account di Traduzione Automatica è
34316264-6137-5532-a461-383439366431#ItO1Tr08HHO3vOTyKcLokgtt
January 4, 2026 at 8:52 am #17701944

Kor
WPML Supporter since 08/2022

Languages: English (English )

Timezone: Asia/Singapore (GMT+08:00)

Thanks for your patience. Could you please back up your website and share access with me? I’d like to review the issue, and if needed, escalate it to our 2nd Tier Support for further investigation.
January 5, 2026 at 1:54 pm #17704120

Kor
WPML Supporter since 08/2022

Languages: English (English )

Timezone: Asia/Singapore (GMT+08:00)

Thanks for your reply. I'm getting this login error "Accesso negato. Solo browser con lingua impostata su "it-IT" sono autorizzati per gli amministratori." as shown in the attached screenshot. Could you temporarily disable the security so that I can check?

Screenshot_179.png
January 5, 2026 at 3:00 pm #17704436

claudiaG-4

The admin area is protected by a rule that allows administrators only when the browser language is set to Italian (it-IT).
Could you please temporarily switch your browser language to Italian (it-IT) and try again?
If it still blocks you, I’ll disable the rule from the server-side. But I'm not sure that I will be able to do 🙁
January 5, 2026 at 3:23 pm #17704519

claudiaG-4

The issue was caused by a WordPress plugin that restricts admin access based on browser language.

I’ve temporarily disabled it so you can log in and proceed.
January 5, 2026 at 3:28 pm #17704524

Kor
WPML Supporter since 08/2022

Languages: English (English )

Timezone: Asia/Singapore (GMT+08:00)

Thanks for your reply. I can see the issue and please allow me to escalate this further to our 2nd Tier Support for further assistance.

January 5, 2026 at 4:34 pm #17704715

claudiaG-4

Thanks for the update.

Yes, please go ahead and escalate the issue to your 2nd Tier Support for further investigation.

I’m available in case you need any additional information.
January 5, 2026 at 4:35 pm #17704716

Kor
WPML Supporter since 08/2022

Languages: English (English )

Timezone: Asia/Singapore (GMT+08:00)

Thanks for your reply. I will come back to you if I need anything further.

January 7, 2026 at 9:28 am #17708765

claudiaG-4

No news for us?
January 7, 2026 at 10:39 am #17709070

Kor
WPML Supporter since 08/2022

Languages: English (English )

Timezone: Asia/Singapore (GMT+08:00)

Thanks for your patience. I've checked the report, and it is still in a queue for review. I will come back to you once I've feedback.

January 9, 2026 at 10:15 am #17715507

claudiaG-4

I have done - Adding the required email
I hope that finally it will be solved