-
Hi,
I had run out of AI credits so clicked on the option to purchase more.
However, they aren’t showing in my Word Press account despite me clicking on the purchase option from within WordPress, if you see what I mean.
I have never purchased them before and my word press login was created by a colleague.
So I suspect what’s happened is the credits have been allocated to a new RankMath account that was created when I made the purchase rather than my existing one.
Is it possible to get them allocated to my existing login, or to get a refund if not?
Cheers
Damian
-
Hello,
Thank you for contacting the support, and sorry for any inconvenience that might have been caused due to that.
We can confirm that the content AI credits are credited to this account. Please make sure you’ve logged in to the account that you’ve used to purchase Content AI credits.
Once you’re logged in to the correct account, please head over to your Rank Math > Account > Website or visit this URL:
https://rankmath.com/my-account/websites/Check if you are able to see the correct remaining credits. See my screenshot below for reference:
If the credit count is correct but not on your website, please head over to your WordPress admin area > Rank Math > Dashboard > Help, disconnect and reconnect your Rank Math account.
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.
Hope that helps, and please do not hesitate to let us know if you need our assistance with anything else.
Hello,
We were unable to locate any account under the email address you shared in the sensitive data section.
However, we can see that the credits have been applied to your current account already.
Please follow the instruction mentioned above once again and see if that works.
If the issue persists, then 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/
Looking forward to helping you.
Thank you.
The ticket ‘Credits not showing – suspect Wordpress linked to a different account’ is closed to new replies.