Hello,
Thank you for contacting the support and sorry for any inconvenience that might have been caused due to that.
Assuming you are using the latest version of all the plugins and the themes (please update if not yet), it would seem like a conflict with one of the plugins or the theme you are using.
To determine that, please follow this troubleshooting guide:
https://rankmath.com/kb/check-plugin-conflicts/
Only the site admin would know and your users won’t be affected by this troubleshooting.
If the issue persists, please edit the first post on this ticket and include your WordPress & FTP logins in the designated Sensitive Data section.
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/
Please do take a complete backup of your website before sharing the information with us.
We really look forward to helping you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
I tried your tutorial but the issue still persists.
I have edited my post with the info (sensitive data) to log on my admin and have a look.
Thank you for your help.
Chris
Hello,
Thank you for the update, and sorry for the delay.
I’ve checked your site, and it seems that you’re using a multisite. Upon further checking, your Rank Math is only activated in the network.
Please install Rank Math directly as it needs to be activated on the specific website.
I hope that helps. Thank you, and looking forward to your update.
Hi,
thank you for the answer.
Yes it is a multisite network and so, I have installed the plugin for all the website because I can’t install extensions in another way 🙁
Can you tell me how to ?
thanks !
Chris
On a other websites network (with 2 websites), the plugin is installed and working well. I have done exactly the same installation, but here, it doesn’t work and I don’t know why 🙁
Hello,
Thank you for the update, and sorry for the delay.
Could you please try reinstalling the plugin on that site? Once done, you would notice this icon:
Clicking that should open the setup wizard of the plugin.
I hope that helps. Thank you, and looking forward to your update.
Hello,
I have uninstalled the plugin and reinstalled it.
I have clicked on the rank math icon to open tue setup wizard
I have still the “Sorry” message.
Chris
I got the “Sorry” message when :
– I click on “Connect to your account”
– I click on “Skip”.
Same sorry message every time. 🙁
Hello,
Thank you for the update, and sorry for the delay.
I’ve tried checking your site, but it seems that Rank Math is not yet added to the plugins list. Could you please try installing it in a new browser to avoid caching issues?
Once done, please try setting up using this link:
website.com/wp-admin/network/admin.php?page=rank-math
(Replace the website with your actual domain name)
I hope that helps. Thank you, and looking forward to your update.
Hello Reinelle,
I have installed the plugin on the network and copy/past the URL
but I still have the “sorry” message after that 🙁
Hello,
Thank you for the update, and sorry for the delay and inconvenience.
I’ve tried clicking the Connect your Account button, and it brings me to the login page of Rank Math. I’ve attached a screencast in the sensitive data section.
Could you please ensure that your user account in WordPress is already an administrator? Please also try using Google Chrome or Incognito mode to connect.
If the issue still persists, you can provide your Rank Math logins in the sensitive data section for us to try to connect your website to your Rank Math account.
I hope that helps. Thank you, and looking forward to your update.
Thank you Reinelle,
same results. I can see the login page, as you in the video.
I am logged with my email/password.
but when I click, I still have the “sorry” page.
I tried with Chrome (private navigation).
thanks for your help
Hello,
Thank you for the update, and sorry for the delay.
Could you please try setting your permalinks to Post name on your WordPress dashboard > Settings > Permalinks and see if the issue still persists?
If that didn’t help, please also provide your Rank Math logins in the sensitive data section for us to try to connect your website to your Rank Math account.
I hope that helps. Thank you, and looking forward to your update.
Hello,
I have updated the sensitive data as requested. Can you please check further?
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.
