Hello,
Thank you for contacting Rank Math, and sorry for any inconvenience caused.
I’ve forwarded your issue to our accounts department and we will get back to you shortly.
We really appreciate your kind patience regarding this matter.
Thank you.
Hello,
It appears both transactions have been refused by your card company. Can you please get in touch with them and ask why it was declined?
I believe they had an unexpected outage today. One of the payments has been processed but the second payment has been refunded.
Hi, the amount has still been deducted from my account but my account still has no active subscription? I would hate to have to do a chargeback through the bank. Are you able to fix this for me?
Thanks,
Liam M
Hello,
We did not receive any payment and did not refund any transaction. It is possible that your transaction was held in the “authorization” state and because it was declined, it could never reach the “captured” stage which is a term for when the funds actually reach a merchant’s account.
Your bank must have reversed the “authorized” amount on their own as we still do not see any payment – at least not with the details we have from your account.
You can file a chargeback if needed but the payments were never successful.
Please check the sensitive data section where we have added a screenshot for reference.
If you are certain the money was deducted, please share the last 4 digits of your card so we can locate it for you.
Thank you.
Hi, I am certain the payment has been deducted from my account and can send you a bank statement if you’d like. It is an odd situation as the bank is saying they were having card issues at the time the payment was made. I have also updated the sensitive data with the last four digits of my card.
Hello,
Sure, please send us a credit card statement.
As per our payment processor, all transactions ending with the card number you shared were declined: https://i.rankmath.com/Q4NLP9
Thank you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
That is what we were trying to explain to you about the “authorisation”. It will automatically reverse after a couple of days because we do not see the payment at all. If you want, you can call your bank and dispute this transaction. They will tell you the amount cannot be disputed because it hasn’t been processed from our end.
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.
