Hello,
Thank you for bringing this to our attention and apologies for the inconvenience caused.
Please login to your Rank Math account with the email you purchased the PRO license:
https://rankmath.com/my-account/
Please follow the below steps:
Step 1: Update to the latest version of Rank Math PRO manually: https://rankmath.com/kb/update-rank-math-manually/
Step 2: Disconnect your account from WordPress Dashboard > Rank Math > Dashboard > Help
Step 3: Reconnect from the same page using the same account you used to make a purchase. Here is a KB to help you along the way as well: https://rankmath.com/kb/how-to-upgrade-to-rank-math-pro/
That should fix the issue.
Hope that helps and please do not hesitate to let us know if you need our assistance with anything else.
Happy to help!
Cheers,
Hi,
I did that from my WordPress account and it would only identify my free plan. So, I decided to pay to upgrade my plan (which is odd, because I have been using pro functions ever since).
I paid and got my receipt and noticed I found my other receipt I paid for back on February this year. I have now paid twice.
is there an email address where i can show you both of my receipts?
Also after purchasing it still says:
Your account does not have any active subscription. Please buy the Rank Math PRO version here or reconnect your account here. (keeps appearing at the top of my screen).
Disconnecting and reconnecting only allows me to connect to the free standard plan.
Hello,
Thanks for getting in touch with us.
Can you please try to follow the guidelines provided in this video:
https://www.youtube.com/watch?v=VRhdayGDBRA
Please let us know if that helped fix the issue or not so we can investigate further.
Regarding your concern with your subscription, I have escalated this for further review.
we will inform you as soon as we have an update on that matter.
Please let us know how it goes following the instruction on the above video tutorial.
Looking forward to assisting you.
Hi Cris,
Yes that worked for us – thank you. THe error message has disappeared.
Only issue now is that I have paid twice, if you can sort that out too, that would be great. Can refer to my receipts to give you an idea of when we signed up and etc.
Thanks
Hello,
You did indeed pay us on 14th November 2020 but then you asked for a refund here on this ticket: https://support.rankmath.com/ticket/missing-keywords-data/?view=all
We had sent you a refund on 22 November with Reference RANKMATHLLC201122-1967-91137X.
So, you only have one payment with us now and that is the one you made on 18th May 2021.
Hope that helps.
oh right i see – i realised fastspring is used by other SAAS platforms for payment. Thanks
Hello,
We are glad that we have addressed your concern. If you have any other questions in the future, know that we are here to help you.
If you don’t mind me asking, could you please leave us a review (if you haven’t already) on https://wordpress.org/support/plugin/seo-by-rank-math/reviews/#new-post about your overall experience with Rank Math? We appreciate your time and patience.
If you do have another question in the future, please feel free to create a new forum topic, and it will be our pleasure to assist you again.
Thank you.
