Problem: The client was trying to pay a EUR 100 block on PAYG for their site but encountered an issue where instead of providing a payment link, the process wiped their balance. They were concerned about being charged twice and how to continue with translations. Solution: We confirmed that the client was charged €99.98 for the usage of 194946 credits, which was an open amount that needed to be paid upon canceling the subscription. This charge was not a security limit but for actual credit usage. The subscription had been canceled multiple times, leading to confusion. The client was assured they had not been charged twice for the same thing. For future charges, the security payment made will be deducted from the total amount of used credits, and the client will only pay the difference. We advised the client to access reports about used credits at WPML > Translation Dashboard > Translation Tools.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, we highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If further assistance is needed, please open a new support ticket at WPML support forum.
