Hello,
We apologize for the issue you are facing regarding the unexpected billing. It seems there might be a misunderstanding or an error related to an account that may have been created with the email addresses you provided.
To resolve this, we recommend that you reply to your ticket with the details of the email addresses you use, and a human agent from the Rank Math Support team will take over and assist you further.
Thank you for bringing this concern to our attention, and we appreciate your patience as we work to resolve it.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
Thank you for your query and we are so sorry about the trouble this must have caused.
We can see multiple Rank Math free Accounts and 1 account with Rank Math PRO subscription since 2021. Please check the sensitive data section for details.
We sent out an email reminder 7 days prior to the charge. Did you not receive that?
If you received it, then sorry to disappoint you, but our refund policy does not extend to renewal subscriptions. Before the subscription happens, our system sends out an email 7 days before the actual charge so the users can cancel their subscription(s).
You can cancel the automatic subscriptions by following this guide:
https://rankmath.com/kb/cancel-subscription/
Please let us know if you did not receive the email and we will assist you further with the request.
Lastly, to avoid any confusion in the future, would you like to merge these two accounts?
If so, please tell us the preferred email address and we will do the needful.
We really look forward to helping you.
“our refund policy does not extend to renewal subscriptions” is very convenient for yourselves.
The email h****@c********************* hasn’t existed since 2023. Your system would have had a bounce back, yet you still billed us.
I’m pretty sure you have usage logs for accounts and can tell that no one has done anything with the account for well over a year, if not longer.
Your policy is noted when it comes to ever discussing your platform elsewhere.
Hello,
Sorry about the convenience and confusion; we just like to clarify that unless the subscription is cancelled, it will automatically renew on the renewal date, just like any other yearly subscriptions.
But since you didn’t receive the email reminder, we have made an exception for you. 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.
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.
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.
