Charged, but on Free Plan

#932648
  • Chris Webb

    1 month, 1 week ago

    Rank Math free

    Hey,

    Over the years, we have used your RankMath software for several of our sites, because it is excellent. As of today, we are only using the free version on all of our sites. Also, when we login to our dashboards on the RankMath website, we see all of our accounts are marked as the free version.

    Unfortunately, we were recently charged for the full version twice. We are not using it and do not want it right now. In the “Sensitive Data” box below, I am including the two bank reference numbers for the transactions. I would like a refund. In addition, I would like to cancel any recurring billing associated with those transactions.

    Your service is great, and we liked it while we were using it, but we are no longer using it, and have not for quite some time. Thanks for your help on this.

    Best,
    Chris

Viewing 13 replies - 1 through 13 (of 13 total)
  • Jeremy

    1 month ago

    Hello,

    Thank you for your query and we are so sorry about the trouble this must have caused.

    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?

    Looking forward to helping you.

    Chris Webb

    1 month ago

    Rank Math free

    Hello Jeremy,

    I have checked all of the email addresses I have access to, and I don’t seem to have any emails from FastSpring.com, or any combination of the words “fast” and “spring”. I also don’t see any receipt emails from RankMath.

    Where can we go from here Jeremy?

    Thanks,
    Chris

    Jeremy

    4 weeks, 1 day ago

    Hello,

    In this case, please share the last 4 digits of the card you used to purchase the plan. You can insert this information in the sensitive data section of this ticket.

    Looking forward to helping you.

    Chris Webb

    4 weeks, 1 day ago

    Rank Math free

    Hey Jeremy,

    The card that has these charges ends with 9433.

    Thanks,
    Chris

    Uzair

    3 weeks, 2 days ago

    Hello,

    Unfortunately, we do not see any transactions from any card ending with those numbers. Please share the exact USD amount that was deducted on 21 Nov and 6 Dec. so we can look it up that way.

    Chris Webb

    2 weeks, 4 days ago

    Rank Math free

    Hello,

    I have updated the sensitive data as requested. Can you please check further?

    Thank you.

    Chris Webb

    2 weeks, 4 days ago

    Rank Math free

    Hey Uzair & Jeremy,

    I have updated the “Sensitive data” section with the amounts of each transaction. I also added the “fee” that was charged in a separate transaction for each of these.

    In addition, if required, I can supply screenshots from my bank showing the transactions for those specific dates and that those transactions were issued against my card ending in 9344. Hopefully, with the exact transaction amounts, and the cross-bank transaction ids I have provided, you can locate them in your system. If not, let me know how I can help you do this further.

    Thanks,
    Chris

    Miguel

    2 weeks, 3 days ago

    Hello,

    We found the transactions under a different account associated with the email address we shared in the sensitive data section.

    Please let us know what email address you prefer so we can merge the accounts.

    Thank you.

    Uzair

    2 weeks, 3 days ago

    Hello,

    We have located your account and it looks like you bought it from c****@h************

    Please use that to login to your account or attempt to reset the password here:
    https://rankmath.com/my-account/

    Hope that helps and please do not hesitate to let us know if you need my assistance with anything else.

    Chris Webb

    2 weeks ago

    Rank Math free

    Hey Uzair,

    High forge was a previous client of mine but I do not work with them anymore. We stopped working together over a year ago. I am not sure how I would login to this account since I no longer work with them.

    What options do we have here to cancel that account and get a refund for these services that I am not using?

    Thanks,
    Chris

    Miguel

    1 week, 6 days ago

    Hello,

    We can see that the PRO subscription on that account ended 2 days ago and a refund was processed on the amount of the subscription.

    As for the other charge for Content AI, we initiated a refund on that transaction and you should have a credit for it on your card statement within 5 to 7 business days.

    Don’t hesitate to get in touch if you have any other questions.

    Chris Webb

    3 days ago

    Rank Math free

    Hey Miguel,

    Just to clarify, both charges have been refunded now?

    Thank,
    Chris

    Princess

    20 hours, 19 minutes ago

    Hello,

    Kindly see this invoice for your reference. [moved to sensitive data section]

    You can see the refunded amount under Refunds and Returns.

    You can also access the invoice from here: https://rankmath.com/my-account/subscriptions/?tab=payments

    Lastly, you can check your account or call your bank to verify if the amount has been reversed.

    We ask for your patience regarding this matter.

    If you still have any questions, just reply and we will be more than happy to clarify any doubts you might have.

Viewing 13 replies - 1 through 13 (of 13 total)

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