Hello,
Thank you for contacting Rank Math and sorry for any inconvenience that might have been caused due to that.
We have refunded your renewal payment on this account. Please check.
Your other account has received the offer you’ve mentioned via email. Please click on the link in email and you will be redirected to special page containing the offer (will be active for 7 days) and purchase the plan from there.
After that, please confirm that we can delete this account, by replying to this thread. Also, please do not register new account using this email, to avoid confusion in future, and please make sure that you set correct payment method/email on FastSpring side, as we do not have access to that.
If there is anything else we can help you with, please let us know.
Looking forward to helping you. Thank you.
I have two separate accounts. Each account is assigned an email address. Z****************@g******** for this account and z**************@f******************* for the other account. Can you please look at the support ticket history for this account (look at all the tickets, not just his one) and then reply and confirm these accounts are separate and this won’t happen again?
Thanks.
Hello,
I’ve checked both accounts and all support tickets before replying. That is why I’ve suggested to delete this one to avoid confusion in future, as we have refunded the payment from it. Not sure what could be the problem, but please let me know if I am missing anything.
Thank you.
I can’t do that. These are separate accounts for separate businesses. They cannot be combined. They are under different emails. Please escalate this if you cannot fix this.
Thank you.
Hello,
Sorry about the misunderstanding.
You said to cancel this account, so I assumed you wanted this account deleted now. Not sure what you meant, perhaps to cancel subscription.
Anyway, I have moved around cancelled subscriptions and accounts so things should be correctly displayed now. I’ve also removed payment methods from both accounts so you can purchase again without mixing cards.
Hope that helps.
Please let me know if I can help further.
Thank you!
Yes, I just wanted the subscriptions canceled so you guys could fix the payment mixup.
To be clear, there were separate payment methods on each account. I canceled on the z**************@f******************* account because I needed to change to a new payment method and did not have it at the time.
The card on this account also needed updated, but I did not cancel because it was no longer active. When the subscription renewal came up, the card on file for the z**************@f******************* account was charged for this account.
So, when you say this is all fixed, I don’t have to worry about payment methods or anything else getting crossed between the account in the future?
Thanks for the help, I appreciate it.
Hello,
Yes, it is all fixed. You have two separate accounts and I’ve removed payment methods from both. So, you will set whichever payment method you want on each account upon purchase.
The issue won’t happen again, just please make sure to login to correct account on our site before purchase.
Hope that helps.
Thank you!
Hello,
Glad that helped.
Please feel free to reach out to us again in case you need any other assistance.
We are here to help.
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.
