Hello,
Thank you for contacting Rank Math and sorry for any inconvenience that might have been caused due to that.
Could you please perform a fresh install of the plugin by deleting the currently installed plugin and download a new copy via the Plugins > Add new page?
PS: No data loss should be experienced in this process.
Looking forward to helping you. Thank you.
Will do and will update. Thank you
HI Jason,
Awesome, we will be looking forward to your findings.
Thank you.
ok so before I do this, when I go to delete the plugin in the plugins menu it tells me it will remove all its data as well. That seems to be the opposite of what you stated previously so I just want to make absolutely certain before I pull the trigger. Thanks!
Ok I went ahead and did it. all my data is still there however the activation still isn’t active. what’s next?
Hi Jason,
Seems like that website is activated from two different accounts.
That might be why you are not able to activate it now.
I have removed it and you should be able to activate it now.
If that doesn’t work, we might need to take a closer look at the settings. Please include your WP logins in the designated Sensitive Data section.
https://support.rankmath.com
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,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hi,
Ok just to clarify. The second account was from an attempt to see if changing the account would make a difference. Thank you for seeing that, damn good on you for attention to detail. Unfortunately, it didn’t make a difference in the activation process. To wit: Multiple accounts definitely did not have any effect on the activation at any point.
We’re definitely gonna have to have you get in there and take a look.
Hi Jason,
I see the issue.
Your Site address and Website Address both are different.
Rank Math uses site address which is without the /wp/. Please change the site address in Dashboard >> General Settings >> Site Address, that should fix the issue.
If there is anything else, please let us know. Thank you.
Ha! I had a sneaking suspicion that was the culprit. I’m reaching out to the host now to implement the move out of the subdirectory. I’ll update you once that is complete and I attempt to reactivate.
Question: Would it be helpful at all to remove the site from my RankMath account once more and start from scratch or will the directory shift be enough to begin to work on the resolution.
Hi Jason,
Just changing the Site URL will do the trick.
Once everything is all good and setup, you can reconnect and it should work without any hiccups.
Let us know if you need further assistance with it. We are always here to assist.
We first removed the site from both rankmath accounts. We changed the site url to the root and confirmed settings in WP in the General settings. We even changed the them to the latest WP default (2020) and still no activation.
What’s next?
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This reply was modified 4 years, 3 months ago by
Jason K. Dove. Reason: added missing step
Hi Jason,
I am so sorry about that.
Can you please share your new WP logins with us so that we can check this in more detail?
THank you.
Hi Todd, I’m facing the same issue. Please can you help me?
