Background of the issue:
I am trying to ensure my website is properly configured and registered. I went to the Manage Credits page at https://wpml.org/account/manage-credits/ to buy credits because the website needs to go live today.
Symptoms:
The website appears as 'inactive' on the Manage Credits page, and I cannot buy credits. The site and 'Add/remove credits' button are inactive.
Questions:
Why does my website appear as 'inactive' on the Manage Credits page?
How can I activate the site and enable the 'Add/remove credits' button?
Thank you for waiting. We are still checking. Meanwhile, can you please send me website access?
I would like to look at this directly on your site. For this I would need temporary access (WP-Admin and FTP) to your site, preferably to a test/staging site where the problem has been replicated if possible.
The required fields can be found below the comments section. The information you enter is private, i.e. only you and I can see it and have access to it.
I may need to replicate your website locally. To do this, I need to temporarily install a plugin called "Duplicator" or "All in One WP Migration" on your website. This will allow me to create a copy of your website and content. Once the issue is resolved, I will delete the local website. Let me know if this works for you.
IMPORTANT
Please make a backup copy of the site files and database before giving us access.
- If you do not see the wp-admin/FTP fields, this means your post and site login details are being made PUBLIC. DO NOT post your website details if you do not see the required wp-admin/FTP fields. If you do not, ask me to enable the private box. The private box looks like this:
Thanks for your patience. The issue was caused by the site key being blocked on our end, likely due to an incomplete re-registration process. Even though the site was re-registered, the key hadn't changed, which prevented it from being linked properly.
After asking you to fully re-register the site—starting by deleting it from your WPML.org account, then unregistering it from the site, and finally registering it again with a new key—the system recognized it correctly, and the problem was resolved.
