Hello,
Thank you for contacting Rank Math support, and sorry for any inconvenience that might have been caused due to that.
This issue occurs for PRO users and it seems that you are using a Free Rank Math account. Can you please share the email address you used to purchase your PRO subscription so we can verify it from our end first?
You may refer to our guide about it here: https://rankmath.com/kb/fix-pclzip-err-bad-format/
Looking forward to helping you.
Hello:
thanks for your reply. My email address is [1][MOVED TO SENSITIVE DATA SECTION] through which I placed this order. Thanks
I just remembered that you probably talking about the old email used, that is [2][MOVED TO SENSITIVE DATA SECTION].
Thank you.
Hello,
Thanks for confirming.
We found the subscription under the gmail account you’ve shared.
Please login using the gmail address and upgrade to PRO to fix this one.
Hope that helps, and please do not hesitate to let us know if you need our assistance with anything else.
Thank you.
That’s the email of someone who used to work for us. There’s no way we can reach him. The subscription is paid by my credit card, why don’t you update this information??? thank you.
Listen, I paid for this subscription by my credit card, under my name using this email attached to this account. Why you don’t update your account? Why I have to deal with issue every few months?
Hello,
We have moved Content AI package subscription to this account, as it was paid using your email and by credit card. But Pro subscription that is under other account is paid via PayPal, so we cannot move it to this account without reaching out the person behind the other account. Please contact him and let him know that he should send us an email or open a ticket confirming that Pro subscription should be moved to your account.
Thank you!
I have no way of contacting this person. How can you help me?
this plugin, rankmath pro, has been on my website over the past year and it was working up to last week. I am afraid if you do not cooperate, I have to remove your plugin for good and seek alternate solutions.
Hello,
Although we understand your situation, it is not possible for us to move the subscription without confirmation from the person who bought it.
We have emailed them asking for confirmation. If they confirm they want to move the license to you, we will be move than happy to do that.
We look 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.
