Hello,
Thank you for contacting us 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 share the email address which you used to purchase the plugin or you can search and forward the receipt from FastSpring.com so we can locate your account?
Back to your issue, one possible cause of this error is trying to update the PRO version of the plugin while connected to your free account.
For more details, you can check this URL:
https://rankmath.com/kb/fix-pclzip-err-bad-format/
Looking forward to helping you.
Thank you.
yes I found it it’s:
T******************@g********
Do you need an image?
Hello,
We don’t have an account on our system with that email address.
Can you please share a screenshot of the receipt from this purchase so we can locate the account and do the needful?
Looking forward to helping you.
Please try these emails:
[moved to sensitive data section]
Hello,
Upon checking these emails, 2 of them are registered in our system they also don’t have a PRO subscription.
Can you please contact FastSpring.com and retrieve a receipt from them instead?
If that doesn’t help, please insert the last 4 digits of the card you used to purchase the PRO subscription in this ticket’s sensitive data section.
Looking forward to helping you.
Here is my receipt. it is under T******************@g********. I had you guys consolidate my accounts a few months ago because of this but obviously it’s not showing who paid. If I do not have Pro for these accounts, please send me an invoice so I can add them.
Hello,
We apologize, but we cannot find the associated subscription through the above screenshot.
Can you please search and forward a receipt from FastSpring.com so we can locate your account?
Looking forward to helping you.
I have given you enough information to show that I have paid through Fast Springs. Please put the account under this email so I can get all 5 sites on Pro. I am good until February.
Hello,
We are not able to locate the subscription. Please share the receipt you must have received from FastSpring. If you don’t have it, please email our accounts department at s******@r*********** and share the following details:
1. PayPal Email
2. Last Name
Looking forward to helping you.
Hello,
We were able to find the purchase using the information you shared. The purchase was done using your account with email ID s*****n@ta***********.com
I have added it to the sensitive data section of this ticket as well.
Would you like us to merge the two accounts to prevent this issue from happening again? If so, please let us know which account you prefer keeping.
Merge everything to T**********@g********
Hello,
All the accounts were merged under the preferred email address and you can see the PRO subscription is also on this account.
You can connect all your websites to this account and install the PRO plugin on them to enjoy all the benefits.
Don’t hesitate to get in touch if you have any other questions.
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.
