Hello,
Thanks for contacting us and sorry for any inconvenience that might have been caused due to that.
We might need to take a closer look at the settings. Please edit the first post on this ticket and include your WordPress & FTP logins in the designated Sensitive Data section.
It is completely secure and only our support staff has access to that section. If you want, you can use the below plugin to generate a temporary login URL to your website and share that with us instead:
https://wordpress.org/plugins/temporary-login-without-password/
You can use the above plugin in conjunction with the WP Security Audit Log to monitor what changes our staff might make on your website (if any):
https://wordpress.org/plugins/wp-security-audit-log/
We really look forward to helping you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
Thank you for that information.
It seems that you have missed including your website login URL. Please add it in the sensitive data section to investigate this issue.
Also, could you please confirm if you’re not able to save any settings in Rank Math > General Settings? If so, is there any specific setting in links? This will help us to save some time replicating this issue on your site.
Looking forward to helping you.
Thank you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
I am able to generally save things. I could at least adjust some things. I realised problems with the Google map api. Which I had to insert manually too. When I insert it and click save it was gone. Checking it showed no result so I assume that didn’t work. And for the links it was obvious because I activated the buttons (blue) when I saved changes where gone.
Hello,
Thank you for that information.
When we try to log in, it seems that the username or password is incorrect. Could you please check and update?
Please also provide the Google Maps API in the sensitive data section.
Looking forward to helping you.
Thank you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
That’s strange I just logged in with my credentials? Worked for me.
Maybe try with the email I updated it in the sensetive data.
The map api is already inserted in the header now under the fb pixel.
Hello,
Sorry, we are unable to log in with the credentials you have provided. Kindly share the updated login. Please watch the video I have shared in the sensitive area section.
Looking forward to helping you. Thank you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
I tried several times now..it works with my credential.
What should I do now..it works with my credential.
Iam not at the computer. Jf you don’t manage to login now. If it Doesnt work now I need to install the plugin you suggested.
FYI I got mail from “strato”, my mail client yesterday that they noticed logins in my mail account from the US. And blocked the IP. Might that be the reason??
Hello,
Thank you for keeping in touch with us.
Unfortunately, I wasn’t able to log in to your admin dashboard as the password is still incorrect. Please refer to the video screenshot I inserted in the sensitive data section.
Could you also share the email you mentioned in your previous reply? Maybe using that email address will work for the password you shared.
To avoid getting back and forth to this ticket, you can use the below plugin to generate a temporary login URL to your website and share that with us instead:
https://wordpress.org/plugins/temporary-login-without-password/
You can use the above plugin in conjunction with the WP Security Audit Log to monitor what changes our staff might make on your website (if any):
https://wordpress.org/plugins/wp-security-audit-log/
We really look forward to helping you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
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.
