Hello,
We apologize for the issue you are facing with your credits not showing up in your store. It seems like there might be a problem with your subscription status. Please ensure that you are subscribed to the appropriate plan that provides access to the credits.
If everything seems correct on your end, we recommend replying to this ticket so a human agent from the Rank Math Support team can assist you further with this issue.
Thank you for bringing this to our attention!
https://prnt.sc/BOIO7fYr0qmS
Everything is correct, I have 45,000 thousand in balance
Hello,
Thank you for contacting us. We apologize for any inconvenience this issue may have caused.
It appears you have Rank Math PRO installed and activated while not having a PRO subscription. It is possible this is the culprit.
Please deactivate the PRO plugin and follow the steps here: https://rankmath.com/kb/how-to-restore-missing-content-ai-credits/
If the issue persists, let us know the prompt or response you get when trying to refresh Content AI units and the URL of the affected site so we can check from our end.
We look forward to hearing back from you.
Thanks.
Hello,
Thank you for your response.
I have deactivated the Rank Math PRO plugin and followed the steps provided in the link. Unfortunately, the issue persists. I am still encountering the same problem.
Could you please assist further? Let me know if you need additional information or if there are other troubleshooting steps I should follow.
Thank you for your assistance.
Best regards,
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,
After disabling the PRO plugin and reconnecting the website to our system the credits are now available on the website.
Please note that without a valid PRO subscription the PRO plugin cannot be activated, otherwise, you will lose access to the credits once again.
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.
