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.
You mentioned you’re using the Rank Math PRO, but the account you have used to open this ticket is the Rank Math free version.
Can you please search and forward a receipt from FastSpring.com so we can locate your account and verify it?
Please note that we don’t offer support for nulled or cracked plugins as we explain here: https://rankmath.com/kb/rank-math-pro-nulled/
Looking forward to helping you.
Thank you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
Thank you for your valued reply.
In answer to your question, I have updated the sensitive data as requested.
Hope the information can help you sort the problem for me.
Thank you.
Jeff
Hello,
I checked and was able to locate your subscription.
The account with which you’ve posted this ticket is a Free Rank Math account linked to the email address in the sensitive data section of this ticket.
Would you want us to merge both accounts for you? If so, please confirm your preferred email address and we will do the needful.
Regarding the issue, as you’re facing it randomly, could you please see if there are any related errors listed in the error logs? If yes, please share the error log with us.
Having an error log will help us determine what is causing the issue on your website.
You can follow this guide to enable debugging in WordPress
https://wordpress.org/support/article/debugging-in-wordpress/ or you can get in touch with your web host, they will help you locate the log file.
We really look forward to helping you.
Hi
With reference to – ” Would you want us to merge both accounts for you? If so, please confirm your preferred email address and we will do the needful.”
Yes, can you merge the accounts to j*******@g********
Also, can you check that it has been done because I was told it was done on my last support ticket?
I had my hosting check for log errors in reference to rank math and they tell me that there have been none.
Look forward to hearing from you
Jeff
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.
Hi
I can’t locate the designated Sensitive Data section to post my WordPress login. It was displayed at the start of this ticket.
Can you help me, please?
Jeff
Hello,
Please click the edit button close to the top of the page as shown in the screenshot:
Hope that helps. Please let us know if you have questions.
Hi
As I said, I just can’t locate the designated Sensitive Data section to post my WordPress login. I have searched everywhere on this page. I can’t find the edit button at the top of the page as you stated in the last reply.
The sensitive data box was displayed at the start of this ticket when I gave you my account details.
I know you are trying to help me and I thank you.
Jeff
Hello,
The account you are using from the last two replies is under a free Rank Math account, that’s why the sensitive data section is not accessible.
Please log in to your Rank Math PRO account since you have used that to create this ticket. Once done, you can edit the sensitive data section as well upon replying here.
Looking forward to helping you.
Thank you.
Can you resend me the link to my Pro account? Any emails I have received, besides the download for the Pro version have been directed to a Free account.
Jeff
Hello,
We have merged your Free account to the PRO account. You should be able to see the sensitive data section now. Please share the login details so we can check this further.
Looking forward to helping you.
Hi
Sincere thanks for all your help to date. I still can’t see the sensitive data section.
I just don’t know why it appeared at the start of this ticket and then disappeared.
Look forward to your reply
Jeff
Hello,
It seems like the Free account was activated again. I went ahead and have merged the accounts.
Please logout of the currently logged in Rank Math account and login again with the email address jc****o*@g********
Once done, you should be able to access the sensitive data section of this ticket.
Please let us know how that goes.
Thank you.
Hi
I have logged in again as you told me to and can see the sensitive data. I have issued a temporary password and hope that it can help to solve the problem.
Unfortunately when I logged back in again, it took me to a brand new post. I labelled it – “re: rank math plugin problems -#435985 ”
Look forward to your valued reply
Jeff
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.
