[Resolved] I want to reuse my credits from deletede (infected) website

Hi there.

I was able to find a total of 1.946 credits that were stuck on this domain.

I moved them back to your account and you should now see the new total here:
https://wpml.org/account

Please let me know if they show up correctly on your side, too.

Mihai Apetrei

Hi there and welcome back.

If you want us to be able to continue this conversation, I will ask you to please be respectful and if there is anything that you think is still not clear, please take all the time that you will need to properly explain and elaborate respectfully so that we can get to a helpful and useful conclusion and so that I can better understand what is happening which will help me get to a conclusion of how I can better serve you.

I think that I understood your request pretty well and I will try to explain it below and please correct me if you find anything wrong or inaccurate in my assumption.

1. When you created this ticket, you mentioned that you are referring to this website:
hidden link

2. If that information is accurate, then this is what I did: I looked over the Automatic Translation account that this website was connected to and I was able to see (as you will see in the screenshot that I attached below) that there has been a total of 76.852 credits assigned to this site, that there has been a total of 74.906 credits that were already used for translating content and that there are 1.946 available credits remaining.

So, because these 1.946 credits are the ones that have not been used already, and because they are stuck (because you said that the website has been infected and probably you can't access it anymore), I offered to return these credits back to your WPML.org account.

From your last message, what I understand (I might be wrong) is that you are requesting for a FULL REFUND of ALL the credits that you have been used on this website (76.852 credits) so that they are sent back to your WPML.org account so that you can REtranslate all the site again.

If that is what you are referring to, unfortunately, we are not able to refund translation credits that have been used already.

We also mention this in our documentation here:
https://wpml.org/documentation/automatic-translation/automatic-translation-pricing/#refunds-for-automatic-translation-credits

We also pay for these credits so once they are used, we have already sent our payment to the translation engine service.

I hope that you will find this answer helpful and more explanatory in case that is what you were referring to.

3. This domain (estsnap.com.tr) was never mentioned in the initial message that you left on this ticket. You mentioned just this one (mimozabilisim.com). From what I was able to find now, after you shared the information about this other domain, I was able to see that there were also 41.574 credits that were assigned to that site and that were used in full (I'm attaching a screenshot below).

I am not sure where is my mistake, please help me understand where or how I am trying to do you wrong in any way.

I am looking forward to hearing from you.

Mihai

I am sorry for what you are going through.

I understand that it might be tough.

Have no worries.

As I mentioned, the credits that were already used were already used, they can't be used over and over again, they can be used only one time when the content is translated.

Mihai