Hello,
Thank you so much for getting in touch.
We cannot find any payment from your account. Can you please share the last 4 digits of the card you used or the full name you used while making a purchase?
Alternatively, you can share the invoice ID so we can locate the payment and resolve the issue?
Dear Uzair,
Thank you very much for your response. I also find it strange, could not find any payment but know when the PRO version was released I have signed up?
I have had a look at my PayPal account and also checked through my email? Could not find a single invoice? My full name is Christiaan Ernst Viljoen (CE Viljoen – name on the credit cards) and the website I acquired it for is: https//southerncape.online I have also another website I am using the free version and that is not part of my websites: https://outfitters4africa.co.za
This is quite strange, with some efforts I could try to trace my bank history.
Dumbstruck at the moment, can not explain. In my notes my renewal will come up around the 22nd of February 2022. I wanted to make a PRO purchase for a new website and discovered this.
Here are two possible CC numbers that I could have used:
[moved to sensitive data section]
Could there be a second account? I can not imagine.
Thank you for your help.
Tiaan
Hello,
It looks like the purchase was made from your account linked to email ID j*******@w****************
You can log in using that ID at https://rankmath.com/my-account/
Alternatively, you can reset your password from the same page as well.
We can also merge your accounts if you prefer. We just need your preferred email ID for that and we will keep only that one active.
Once you are logged in, please check this guide on how to activate your PRO license on your website: https://rankmath.com/kb/how-to-upgrade-to-rank-math-pro/
Hope that helps and do let us know if you want us to proceed with the account merge.
Dear Support,
Thank you for your feedback. I was away for a few days and could not respond soon enough, my apology.
That is not my email and I do not know how this happened?
What do you suggest?
Regards,
Tiaan
PS: I will be away from my computer until Friday.
Dear Support,
The email address that I was using since the beginning is: t****@b**************
Regards,
Tiaan
Hello,
Please use the direct login link we have shared in the sensitive data section to access that account.
Could you please follow the below steps?
Step 1: Update to the latest version manually: https://rankmath.com/kb/update-rank-math-manually/
Step 2: Disconnect your account from WordPress Dashboard > Rank Math > Dashboard > Help
Step 3: Reconnect from the same page using the same account you used to make a purchase. Here is a KB to help you along the way as well: https://rankmath.com/kb/how-to-upgrade-to-rank-math-pro/
That should fix the issue.
Hope that helps and please do not hesitate to let us know if you need our assistance with anything else.
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.
