Hello,
Thank you for contacting Rank Math and bringing your concern to our attention. I’m sorry for any inconvenience this issue may have caused you.
It seems like you purchased the plugin with some other email address.
Can you please search and forward a receipt from FastSpring.com so we can locate your account?
Looking forward to helping you.
Thank you.
Hi Reinelle, thanks for your investigation. I purchased using the business email [email address moved to sensitive data section].
Hello,
We were able to locate your PRO subscription on the email address you shared. However, no website is connected to the subscription.
Please ensure that you’ve installed Rank Math and Rank Math PRO plugin on the website:
https://rankmath.com/kb/how-to-upgrade-to-rank-math-pro/
Then, you can follow this guide to activate the plugin and connect the website to the subscription:
https://rankmath.com/kb/website-not-shown-in-account/
Once done, please check if the upgrade notice is removed.
Also, the account with which you’ve posted this ticket is linked to the email address ramo*******@gmail.com.
If you wish to get both your accounts merged, please let us know your preferred email address.
Looking forward to hearing back from you.
Thank you.
Thanks Prabhat.
Please merge and keep @bagehome as the default.
Hello,
As requested, we have merged your accounts and the PRO label is now attached to the account with which you’ve posted this ticket.
Please check on your end if everything is working as expected.
You can now follow the steps I suggested in my previous reply to install the plugin and activate it.
Hope this helps.
Thank you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hi, I followed the steps but I’m seeing the same message unfortunately.
I tried disconnecting and reconnecting with no success.
Hello,
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.
Please do take a complete backup of your website before sharing the information with us.
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,
Please may you temporarily disable 2 factor authentication 2fa so we can access your website.
Looking forward to helping you.
Hello,
Unfortunately, we are still greeted with 2FA prompt upon logging in to your admin dashboard. Can you please check on this so we can further investigate the issue?
Looking forward to helping you on this one.
Strange, it is definitely off. I tested with a different user. Would you mind trying again, before I reach out to the web securoty guys?
Hello,
We looked around on your website and we no longer see the message about the missing PRO subscription.
It seems that the reconnection steps you did worked and the subscription is correctly detected now.
Don’t hesitate to get in touch if you have any other questions.
