Hello,
Thank you for contacting Rank Math and bringing your concern to our attention. I’m sorry for any inconvenience this issue may have caused you.
You mentioned you’re using the Rank Math PRO, but the account you have used to open this ticket is the Rank Math free version.
Can you please search and forward a receipt from FastSpring.com so we can locate your account and verify it? If you wanted to send screenshots, you can upload them using this tool and share the link here.
Please note that we don’t offer support for nulled or cracked plugins as we explain here: https://rankmath.com/kb/rank-math-pro-nulled/
Looking forward to helping you.
Thank you.
Hi Reinelle
What did you see and note on the site address I supplied ??
I noted above…
My question is, am I safe to continue ? have I missed something ? what do I need to do to correct this ?
If you answer, please break down your terms, I am old and my knowledge is very basic..very basic.
I shall stop until I hear back. Regards – John
I received a link.. “this tool” (as above)
I have no idea what this is, what to do, how to use it other than to start an account that I don’t want and will never use again.
I did open it, and uploaded a screen shot I wanted you to see, however, the link to my website is all you need as I posted above.. My site is not going and un-readable.
My account details are..
Order ID: RANKMATH220208-2049-35158
Order Created: 2/8/22
Paid In Full: 2/8/22
If I am on the wrong support page, can you redirect. This is now urgent to me as my site has now been down for days and this is my income.
Kind regards
John Hanlon
Hello,
Thank you for your patience as we look into your issue.
I went over your first post again to get a clearer picture. If I understand correctly, When you enable troubleshooting mode, your homepage does not display correctly? In that case it is completely fine to continue with whatever you were doing.
Troubleshooting mode only affects logged-in administrators. The rest of your website visitors will view your website as normal. You can test this by using an alternative browser while logged out, or view the website from a different device (laptop, phone etc). Once you are done using troubleshooting mode you can disable it and your website will start displaying correctly for you too.
Regarding your Rank Math PRO activation, we found that your Rank Math PRO is registered under a different email address (check sensitive data area for email address) than the one for the account you opened this ticket with. (you can check the other email address on your account page here: https://rankmath.com/my-account/edit-account/) Would you like us to merge the two accounts?
Hope that helps. If you have questions, please do not hesitate to ask.
Guys..
None of you are reading my emails… I continue to have a website that is not operating. I have given the address for you to check and no-one seems to have looked.MY WEBSITE IS NOT WORKING TO THE PUBLIC, TO ME, TO EVERYONE – please look. http://www.napiertours.co.nz. It is now almost a week since it was working and I rely on it for income. I am operating at just 6% of previous income, so I need every visitor I can grab. This is why I am working with rankmath.
Please read my first question.. !!
I am able to access your website with seemly no issues.
Hawkes Bay Scenic tours? and all of the links seem to be working properly.
Try logging out of administrator mode…
Thank you so much for coming straight back.. THAT WAS VERY MUCH APPRECIATED.. THANK YOU – THANK YOU.
Yes, you are correct. Previously it was my logo and an edit link, then the same or similar below. All stacked to one site. As if there was no template there. I was so worried.
You maybe correct. I had your program open for most of this week, working on it and going away, coming back to do some more, then away and so on for the full week. I had to do an update yesterday and shut it all down and today, the site looks fine. YES, I think it may have been due to me working in there at the same time.
Thank you for checking.
Kind regards
John Hanlon
Hello,
Thank you @James for checking the website.
I am sorry it wasn’t clear that we had checked the website before giving advice on what to do. I am glad you got it working again. Please note, you’ll need to use the email address I’ve attached in sensitive data to set up Rank Math PRO on your website, if you haven’t already.
Hope that helps. If you have questions, ask away.
Thank you. The follow up was really appreciated.
Getting back to your reply above.. yes, please merge the accounts. The email preference would be the.. g**********@n**************** account.
I can now get back to the editing with a feeling of confidence.
Kind regards
Hello,
Thank you for your patience.
We have merged your accounts as requested.
Please check on your end if everything is working as expected.
Let us know if you need any other assistance.
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.
