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.
I’ve checked your account, and the credits are already added.
In this case, please reconnect your website/s to your Rank Math account for initial troubleshooting.
Head over to your WordPress dashboard > Rank Math > Dashboard > help, and on this tab, disconnect and connect again.
Once done, refresh the credits count again so the plugin will request the updated credits from our server and displays the correct one.
Hope that helps.
Thank you.
Thank you for the quick reply, Reinelle. I did what you suggested, and the credits loaded. However, I purchased 50 credits, but only 30 were loaded. I currently have 29 since I used one on 12/11/22.
My second issue is that I have two Rank Math accounts. One has the free version and the AI purchase. The other one has my Rank Math Pro purchase. Do I need to combine these? If so, how can I do that?
Regards,
Linda Gerbec
Hello,
Based on our records, it seems that you have already used 27/55 credits, that’s why you are seeing those remaining credits.
Can you please confirm if you have used these credits on a different website/s before?
Regarding your Rank Math PRO subscription, please share the email address or username in the sensitive section so we can merge your accounts. Also, please specify the email address you wanted to retain/prefer.
Looking forward to helping you.
Thank you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello Reinelle,
Thank you again for the quick reply.
Regarding the AI credits – I only have one website: http://www.windandwhim.com. As stated before, when I downloaded the recent purchase only 30 credits showed up on my account. I have since used one.
As it has only been a few days and I had already decided on the keyword for my current post, I like to think I would remember if I had used 20 extra credits. Is there a way to track where they were used?
Also, the numbers you show (27/55) do not make sense to me. I am currently showing 29 remaining credits. If I substract 27 from 55 (your data) that is only 28 credits.
Also, where did the 55 come from? I renewed my pro subscription on April 14, 2022 so I should have 15 credits from that renewal. Then I should have 50 credits from my purchase the other day. This would make the second number 65, I believe.
About the two logins – I have added the two login emails to the sensitive data area. I prefer to use the gmail.com email going forward.
Thank you,
Linda
Hello,
I have merged your accounts as requested and the remaining number of credits has increased to 44. However, it seems like your site was connected to some other Rank Math account where you used credits on it and that’s the reason for the reduced number of credits. Can you please confirm if that’s the case and share the email of the account the site was previously connected to?
Looking forward to helping 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.
