Hello,
Thank you for contacting the support, and sorry for any inconvenience that might have been caused due to that.
We might need to take a closer look at the settings. Please edit the first post on this ticket and include your WordPress login 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,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
I used JetPack (which comes with WordPress) for the backup. It looks like it backs up automatically. Do I need to do anything else for backup before you look at the settings?
Hello,
Assuming you are using the latest version of all the plugins and the themes (please update if not yet), it would seem like a conflict with one of the plugins or the theme you are using.
To determine that, please follow this troubleshooting guide:
https://rankmath.com/kb/check-plugin-conflicts/
Only the site admin would know and your users won’t be affected by this troubleshooting.
Let us know how that goes. Looking forward to your update.
Thank you
Per my initial inquiry on this thread I already ran the check with the Health Check & Troubleshooting plugin. The issue with not being able to edit the description in the Snippet Editor persisted even when all plugins except RankMath were disabled. So, that means that it isn’t a conflict with another plugin from what I understand. I contacted WordPress about the issue, but they directed me back to you. Do you have any other suggestions? This is super frustrating. Thank you.
Hello
Could you please share the correct login details along with the login URL? I am unable to log in to your website.
Looking forward to helping you.
Thank you
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
I’ve tried logging in with the credentials you have provided, but it seems that the username is incorrect. Please refer to the screenshot attached in the sensitive data section.
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/
Also, please share the affected URL if this issue is only happening on a specific page/post type.
Looking forward to helping you.
Thank you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
I was able to add the description on your pages. The default text you are seeing is the excerpt of your page that is coming from the %excerpt% variable used in the global settings. That description is a placeholder and will be used if you don’t add anything in the field.
You can’t add anything as it is being rendered using a variable. However, you can type a new description and that will overwrite the preview you are seeing.
Hope this clarifies your doubts. Please don’t hesitate to get in touch in case you need any other assistance.
Thanks.
When I open the Snippet Editor I see the default text. I cannot edit this. The cursor blinks in front of the default text, but I cannot delete and edit to overwrite the except. Am I missing something? When I first downloaded the RankMath plugin, it was working. But then It stopped working.
Hello,
Can you please record a screencast of the issue using a tool like https://loom.com/ and share it with us? Also, share the URL of the affected page so we can check and assist you further.
Looking forward to helping you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Per your request I have recorded a Loom video of the issue I’m having. Loom link at top of sensitive data.
Hello,
You can’t select or delete the default description as that is being added as a placeholder but you can type in a new description and it will overwrite the default one.
Please check the screencast that I have added in the sensitive data section and let us know if you need any other assistance.
Thanks.
