Hello,
Thank you for contacting the support and sorry for any inconvenience that might have been caused due to that.
It seems like you purchased the plugin with some other email address.
Can you please search and forward a receipt from FastSpring.com so we can locate your account?
We need to see the order number that starts with RANKMATH2#####-####-#####
We really look forward to hearing back from you. Thank you.
Hi thanks for your reply
The order id is
Order ID: RANKMATH250410-7772-95649B
As I said before
It on the same email
Somehow it seems like two different accounts
Thanks
Hello,
It is connected to this email address: a**@b**********
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/
But please let us know if you did not receive the email and we will assist you further with the refund 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.
Hi
We didn’t get any notice to a**@b**********
Somehow I got the invoice to b****@b**********
That’s how I realised that there was a payment.
Once I tried to log in to my profile I got an error
I think something is wrong with your profile info.
Either way. The subscription just renewed (10.4.25) we had a holiday until today, so I just noticed the payment.
Im sure it shouldn’t be a problem to refund.
Thanks again for your consideration and awesome support 🙂
Barak
Hello,
Since you mentioned that you didn’t receive the email reminder, 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. If you don’t mind us asking, is there any particular reason you have chosen to cancel? Perhaps there’s something we can help you with.
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.
We would much appreciate any feedback you have to offer.
Hi thanks you again for the great support
We choose to cancel because the website is no longer active
Thanks
Barak
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.
