Hello,
Thank you for contacting Rank Math, and sorry for any inconvenience caused.
Please check if you are using a Firewall, as there are chances that it will prevent saving the data.
If you are using a Firewall, please whitelist this route:
/wp-json/rankmath/v1/updateMeta
Whitelisting the route should fix the issue.
You can check this link for more information:
https://rankmath.com/kb/meta-data-not-saving/#firewall
I hope this helps. Looking forward to helping you.
I have whitelisted the files mentioned in the tutorial through WordFence>
But I just wanted to mention that the deletion the Kewyord did not happen for all users of WordPress, but just for some.
Hello,
As you’ve whitelisted the routes, could you confirm if you’re still facing the issue on those user accounts?
If yes, please share the credentials of one such account (with admin-level rights) so that we can investigate further.
Looking forward to hearing back from you.
Thank you.
Hi There, I think the problem was gone for a few weeks or so but as previosuly it has come back. Also this time it deleted the keywords of a specific user (same user) for the last 3 days.
We have done all the things suggested by the forum (FAQ) and whitelisted as you suggested but it keeps returning.
Is it possible that Rankmath is just not compatible with how we have our WordPress website? I don’t know but it remains strange that it is always just for 1 user, but not always the same user as in this case.
Hello,
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,
That plugin is used to keep an activity log of everything that happens on your website.
We recommend that you install that plugin on your website before sharing the login details with us to monitor what changes our staff might make on your website (if any).
Looking forward to helping you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
I have edited the first post with the sensitive Data.
Looking forward to learning what the solution is.
I have further investigated backwards and found that it seems to lately be the same user (Ioana Marcu) who is having these periods where Rankmath stops to work. However I also had it on my own account. (Admin)
Hello,
Can you please also share the login details of the affected user account so we can check this further?
Looking forward to helping you.
Thanks.
Hi Jaideep,
The affected user is:
Username: Ioana Marcu
User email: i**************@g********
Password: 2Lm67H$tAm%@NrsOJci@%dt^
Thank you!!
Hello,
I tried to login into your website’s admin area but WordFence blocked the access. You can have a look at the screenshot in the sensitive data section of this ticket for a quick reference.
Please verify the situation and let us know so that we can have a closer look at the issue.
Also, if you’ve enabled geo-blocking, then please exclude India, Portugal, and the Philippines, so that we can investigate further.
Looking forward to helping you.
Thank you.
Hi There,
The username should be Ioana Marq
However you could try using the email provided instead
I assume the IP from where you had the issues was: 112.196.163.58
I have unblocked the IP
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.
