Hello,
We apologize for the issue you are facing with your subscription. It seems that you may need to ensure that the email address associated with your basic plan matches the one used for your free account. If they are different, you will need to contact our support team to merge both accounts or change the email connected to your basic plan.
You can follow these steps to open a ticket:
- Navigate to the Rank Math Support Forum.
- In the Ticket Title section, enter a brief summary of your issue.
- Provide more details in the Ticket Question section.
- In the Sensitive Data section, include the email address(es) you want to connect to your account.
- Click the SUBMIT YOUR TICKET button.
Regarding terminating your subscription, downgrading is not possible at the moment. We can process a refund for your purchase, and then you can purchase a new subscription based on your requirements. Please let us know if you would like us to proceed with the refund.
Thank you for raising this concern, and we look forward to assisting you further!
My issue is that I cannot activate the pro version. It is not an option. I have uninstalled the plug-in and installed it again, but I still do not have access to the pro version. I also do not have an option to change from free to pro, as expressed in the instructions video.
Hello,
Thank you for contacting us. We apologize for any inconvenience this issue may have caused.
We only see a Content AI starter subscription on the account you opened this ticket with.
Perhaps you purchased the PRO subscription with a different account/email, can you please search and forward a receipt from FastSpring.com so we can locate your account?
We anticipate hearing back from you.
Thanks.
Hello, thank you for your reply. Thanks to the instructions video, I was able to connect to the correct module and find out what it was all about. I paid for the subscription, and I will do my best to use it, but I do not believe I can take advantage of it. I am not a web developer; I am a designer. I want to ensure the subscription is not renewed at maturity, or even better, you can cancel it now and do a refund. Can you guide me in the process?
Your software is fine, but it requires technological knowledge I do not have.
Thank you,
Carolina Liguori
Hello,
As requested, we have initiated a refund on your requested transaction. You should see a credit for the refund appear on your credit card statement anytime between now and the next 5 to 7 business days.
If you used a debit card for the payment, the refund might take up to 30 days to appear on your statement. Please note that refunds for international transactions can take up to 10 days to appear for credit cards or up to 60 days for debit cards.
For PayPal, it’s always almost instant.
As of the month date, you won’t be able to access those premium features we refunded.
Of course, we’re very sorry to see you go.
We are continuously improving our products so we would request you to check back in the future to see if we might have something relevant to your needs.
Hope that helps and please do not hesitate to let us know if you need our assistance with anything else.
Thank you. You have excellent customer service. I will look in the future for more automated services that individuals can use without knowledge of technology.
Just a quick note. I have written a review for you on Google and Trustpilot.com.
Thank you so much,
Carolina
Hello,
Glad that helped and thank you so much for your review.
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.
