Can't access Pro features, please help - Support

Resolved Ravi
4 months ago

Rank Math pro

Dear RankMath support team,

I bought RankMath Pro in Dec 2024 but somehow the Pro is not showing in my account and it looks like we’ve been unable to use Pro features for the last 2 months. My team has tried to fix this but couldn’t.

You bot says the email I bought from (Email #1, see sensitive data) is not the one on the account (Email #2, see sensitive data). This is true, but I don’t know how it happened. I’ve always used the Email #1 for this account. Email #1 is the correct email. Can you please help fix this, so we can use Pro features again?

The only time Email #2 email is used is when connecting to Google Search Console and Google Analytics. I don’t know how Email #2 was saved into the account profile, I didn’t do it.

Can’t change Email #2 to Email #1 in profile, it says email already exists. Tried to reset password of the account with Email #1, but no reset email received in inbox.

Thanks,

Ravi

Edit: And now I can’t post a Pro ticket because we’ve been downgraded to free. Very annoying, please fix asap.

Viewing 5 replies - 1 through 5 (of 5 total)

Ike
3 months, 4 weeks ago

Hello,

Thank you for contacting us. We apologize for any inconvenience this issue may have caused.

Can you please search and forward a receipt from FastSpring.com so we can locate your account?

We need to see the order number that starts with RANKMATH2#####-####-#####

We really look forward to hearing back from you. Thank you.

Ravi
3 months, 4 weeks ago

Rank Math pro

Hi Mike,
Any reason you can’t locate the account from the email I provided. I clearly mentioned in ticket description that I bought it using the Email #2 (see sensitive data). Here’s the receipt (see link in sensitive data).
Why did this break just like that? Our team has not been able to access Pro since Feb!
Please fix asap.
Thanks

Princess
3 months, 4 weeks ago

Hello,

Hello,

Thank you for your query and we are so sorry about the trouble this must have caused.

We found your subscription under the first email address. [moved to sensitive data section]

To avoid any confusion in the future, would you like to merge these two accounts?

If so, please tell us the preferred email address and we will do the needful.

We really look forward to helping you.

Ravi
3 months, 3 weeks ago

Rank Math pro

Thanks for your reply. Yes, please merge! When my opened this ticket, I did mention that Email #1 is the correct address and that I would like it merged. So I’m a bit surprised it’s not done yet. I also don’t know how/when it split into 2 accounts. I never use Email #2 for Rank Math (except to connect Google Analytics and Search Console to my Rank Math account). So yes, please merge and I would appreciate it if you could extend our access by 2 months because we lost 2 months because of this issue.

Jeremy
3 months, 3 weeks ago

Hello,

We have gone ahead and merged your accounts and kept the preferred email address. In your websites that was previously connected to Email #2, please reconnect them to your newly merged Rank Math account. To do that, navigate to your WordPress admin area > Rank Math > Dashboard > Help, disconnect and reconnect your Rank Math account.

We also have gone ahead and extended your subscription.

Hope that helps.

RankBot
2 months, 3 weeks ago

Hello,

Since we did not hear back from you for 15 days, we are assuming that you found the solution. We are closing this support ticket.

If you still need assistance or any other help, please feel free to open a new support ticket, and we will be more than happy to assist.

Thank you.

Viewing 5 replies - 1 through 5 (of 5 total)

The ticket ‘Can’t access Pro features, please help’ is closed to new replies.