Hello,
Thank you for contacting Rank Math support, and sorry for any inconvenience that might have been caused due to that.
It seems that you are using the PRO plugin but you have created the ticket using your Free account. Can you please share the email address you used to purchase the PRO subscription so we can verify?
As for your Content AI credit, please head over to your WordPress admin area > Rank Math > Dashboard > Help, disconnect and reconnect your Rank Math account with the purchased AI credits in it.
After doing so, please head over to your Content AI and refresh the credits count again so the plugin will request the updated credits from our server and displays the correct one.
Let us know how that goes. Looking forward to helping you.
Buenas tardes,
el correo que utilice para la compra es a*******@g********
Anexo imagen de la pantalla donde se evidencia que no hay créditos cargados
Hello,
The Google Drive link you’ve shared is showing access denied.
However, we checked and were able to locate the purchased credits on the shared email address. Could you confirm if the credits are not updated even after following the steps mentioned by my colleague?
If yes, 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,
I tried reloading the AI credit count and it is still showing 0.
Can you please confirm if you have reconnected your Rank Math account as instructed in my first reply?
If you have already done that and the issue persists, please let us know and we will further investigate it.
Looking forward to helping you.
No se ha cargado ningún crédito, continua en cero.
Hello,
I logged into your website’s admin area and was able to replicate the issue.
Upon investigating, I found that you had an older version of Rank Math PRO plugin installed with the latest version of Rank Math Free plugin. This was causing the issue here and restricting the credits to be updated. Could you please share the email address you used to purchase the subscription of Rank Math?
However, I disabled Rank Math PRO and reconnected your Rank Math account and the credits are updated on the website. I also researched two keywords and the data is fetched properly. Please have a look at the screencast in the sensitive data section of this ticket for a quick reference.
P.S.
1. I’ve added back the two Content AI credits to your account that I used for testing.
2. I’ve enabled back the Rank Math PRO plugin on your website. To use Content AI, until the subscription issue is sorted, you would need to disable Rank Math PRO.
Looking forward to hearing back from you.
Thank you.
La verdad no entiendo, no he podido utilizar la herramienta, pensé que esto esta solucionado, pero en ninguna parte dice que debo ser pro para comprar los créditos.
No me es clara la información y respuesta a la novedad, aparte se confía en ustedes por esa razón se invierte en la compra de los créditos.
Hello,
You do not need to be a PRO user to buy or use Content AI or the Content AI credits.
What I meant in my previous reply is you already have an older version of “Rank Math PRO” plugin installed on your website. Since it is an older version, it is causing issues.
If you do not have a PRO subscription of Rank Math, you can deactivate/delete the “Rank Math PRO” plugin and that would fix the issue and you will be able to use Content AI credits properly as shown in the screencast I shared previously.
Hope this helps.
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.
