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Hi,
I have been a legacy RankMath user, I cant get into the package options to actually see what package we are on.
l see that the package cost has increased from last year and that we have an option to upgrade but not downgrade! That is very unfair to only provide you with one option!
With regards to costs, l do not see where the additional is justified as we have not seen any benefits implemented in out package. In fact it has been troublesome at times.With the cost of living and business expenses increasing, l would have assumed that your legacy partners and customers would have been of paramount to keep on and looked after.
But it seems that you are providing more benefits and cost savings to new customers while increasing prices on your existing customers.
Please see attached your current pricing structure.I would have assumed our prices would have stayed the same as opposed to increase.
Also l would like to see if there is a monthly payment option pls?I look forward to a prompt response please as my membership is renewing today and l do not want to be compromised regarding additional charges please
kind regards Robert
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Hello,
We apologize for the issues you are facing regarding your subscription and the concerns you’ve raised. We appreciate you taking the time to share your feedback with us.
Currently, downgrading your subscription is not possible. If you wish to change your plan, we can process a refund for your current subscription, and then you can purchase a new one that fits your needs. Please let us know if you would like us to proceed with the refund.
Regarding the pricing structure, we understand that changes can be frustrating, especially during challenging economic times. We strive to provide value to all our users, and your feedback is invaluable in helping us improve our services.
As for monthly payment options, we currently do not offer a monthly payment plan; subscriptions are billed annually. However, we encourage you to keep an eye on our updates as we continuously work on enhancing our offerings.
If you have any further questions or need assistance with your membership renewal, please reply to this ticket, and a human agent from our support team will assist you promptly.
Thank you for your understanding, and we look forward to resolving this for you soon!
Hi
I also see that Findadoula website has been set up with a business subscription while BellyBelly is a pro subscription.
I believe that both websites should have a pro subscription.Can someone from support please address this inconsistency.
Also the pro subscriptions are considerably less costly than the business subscription, which should not have been executed by the agency managing the development.look forward to a timely response, Robert
no sensitive data
Hello,
We appreciate your query and we would love to address it.
1. This decision to increase the prices after almost 3 years is deeply rooted in our commitment to delivering the finest SEO plugin to you. The rationale behind this adjustment includes several factors like: the introduction of innovative features, the assurance of consistent updates, the enhancement of customer support, the fortification of long-term sustainability, and the proactive management of inflation and operational costs.
For a more comprehensive understanding of these reasons, we’ve provided detailed insights here:
https://rankmath.com/kb/updated-plugin-prices/It’s important to emphasize that this modest price adjustment reflects our dedication to creating a sustainable product. Even with this adjustment, it’s worth noting that Rank Math continues to offer the most cost-effective SEO plugin, given the multitude of features we provide.
2. We don’t offer monthly subscriptions. However, we can offer you the previous price of the subscription and make a partial refund. Please let us know if that works for you and we will do the needful.
If you want to downgrade, then we will have to refund your Business plan renewal, and you can purchase the PRO plan from our site.
3. Since you have the Business plan, the sites should show the Business badge, not the PRO badge. You can reconnect your Rank Math account in WP Dashboard > Rank Math SEO > Dashboard > Help on the BellyBelly site to update the subscription.
Looking forward to helping you.
Hi Jaideep,
In response to your points which have provided no detail but generalisations and misrepresentations;Point 1 – There was a price increase last year, you are misstating the position and circumstance here! RankMath are not being fair or considerate of their legacy, loyal and longstanding customers!
Please advise me in detail;
What innovative features l used and were applicable to my subscription -BellyBelly was on Pro, not Business?
What assurances were provided of consistent updates? There have been consistent errors and issues with RankMath updates, each and every time through out the year. In fact one of the roll outs caused issues with our platform, this was a direct result of bad user testing by RankMath, launching an update that was not debugged.
What enhancement of customer support? there is no enhancement, please explain in detail how customer service has improved for me?
l am still required to wait 24hrs before a response, there has been a shift to low cost centers to save RankMath money, but the service has not improved, it has degraded.Please explain what “the fortification of long-term sustainability” means? What nonsense are you trying to state here?
What is proactive management of inflation and operational costs mean? Inflation in the US has decreased, we have seen repeated increases to subscription prices for legacy customers, while new clients receive preferential treatment and pricing.
It is unfair that you treat legacy customers who have been loyal and for years in such a way that is disenfranchising.
We all have cost pressures, but RankMath need to look at their on cost structures, profits and shareholder dividends, rather than seeking to maintain this out of their loyal customers repeatedly.Please provide specific detailed examples of how your sustainable product helps and benefits me and my platform? Please do not try and greenwash me with your generalised sustainable commentary, it is a reportable offence in Australia and US to greenwash or make false statements.
Please justify the “modest” price increase, it is only fair and appropriate to do so?
Point 2 – With all your so called development and enhancements, RankMath do not provided the user a downgrade functionality, why?
I need the following resolved –
Currently our main account BellyBelly.com.au is on a Pro subscription and has been for many years, our new account FindADoula.com.au is on a business subscription, this was done in error by the developer.
refer the link – https://rankmath.com/my-account/websites/We need both accounts to be on Pro subscription, not a mismatch – one being on Pro, while the other on Business.
With all the so called development claimed by RankMath, basic functionality like downgrading account, allowing the user to know which account is on which subscription clearly is not available, why?
It is hidden or difficult to find, it is not clear on the subscription tab and the invoicing tab is non-existent. There is a UX problem, why?I need both accounts to be aligned on Pro subscription please.
l need a refund for last years subscription as l was being charged Business, but our main account was on Pro.
I need a refund for the current years subscription difference please.Please advise when these have been done accordingly?
Point 3. This is related to a specific website not the entire website.
BellyBelly has not received the benefits of a business account in the previous year, it was Pro before the subscription was renewed and remains Pro now. I have a screen shot demonstrating that accordinglyAs noted above, l would please like a detailed explanation of points 1 to justify the “modest” price increases RankMath are asking for, it is only fair.
I would please like the subscription to reflect Pro, currently BellyBelly is Pro, while Findadoula is on Business.
They both should have been Pro, please advise when you have changed this and when you will refund last year and this years subscription difference accordingly.kind regards Robert
HI
I am still waiting for my reply?
Please be kind enough to respond to my email as you have taken my money without providing me with an appropriate response.It is unfair.
Look forward to hearing from you, RobertHello,
We have refunded your Business subscription. You should see a credit for the refund appear on your credit card statement anytime between now and the next 5 to 7 business days.
If you used a debit card for the payment, the refund might take up to 30 days to appear on your statement. Please note that refunds for international transactions can take up to 10 days to appear for credit cards or up to 60 days for debit cards.
For PayPal, it’s always almost instant.
You can now make a purchase of PRO plan using the prices we have listed for new customers.
We hope this addresses all your concerns.
Hope that helps and please do not hesitate to let us know if you need my assistance with anything else.
Hi Uzair,
Can you please explain, why my account was cancelled?
We have been given no warning of this or explained why the BellyBelly subscription which was setup as Pro has been cancelled (l have images to demonstrate this)?
I asked for the FindaDoula subscription to be downgraded from Business to Pro, so both websites were aligned under the same subscription package not mismatched?Is there a breakdown in basic communication and understanding here?
None of this action was explained, and now l find myself in a situation where the account has been cancelled, l have not received a refund which could take 60 days, and l am being asked to pay more money immediately to resubscribe at a higher rate?l thought l made it very clear in the 3 points previously mentioned;
Point 1 – Provide details of the benefits l received on my account to justify the price increases.
Point 2 – Downgrade the Findadoula website from Business to Pro to match the other websites (images were attached to show this).
Point 3 – Refund for last year and this year business subscription charges, BellyBelly was a Pro subscription while, Findadoula was wrongly set up as Business. Findadoula was in development this year, so the subscription should never have been applied or used.In Addition why am l now being forced into accepting a new pricing structure, l did not ask for my account to be cancelled in the first place (this is basic functionality), l just wanted to downgrade a website (FindaDoula) to Pro?
l was already a Pro member under the old legacy scheme (BellyBelly website), why did you cancel the entire account subscription?
Was this done because l was asking for RankMath to detail how l benefited to justify their “modest” price increase?I look forward to our issues being rectified as quickly as possible and my business subscription restored to Pro in full to avoid further issues on my site.
I place you on notice that these communications will be posted on our social media of 1mio strong followers and relinked to a number of other user accounts to demonstrate RankMaths terrible customer service.Please note that we reserve our rights to charge RankMath with immediate affect any delays in the refund, these will incur a compounding interest rate of 25% every day from the date of withdrawal to the date of refund into our account under Australian laws.
thank you Robert
Hi
I am still waiting for an explanation?
Do we need to go public to actually get a timely response from RankMath please?I thought you noted above that you have improved your customer support function?
thank you Robert
Hello,
As we have mentioned previously, we currently don’t have any option to downgrade the plan so we have refunded your recent renewal and canceled the Business subscription. Your next step is to manually purchase the desired plan here: https://rankmath.com/pricing/
Since you are planning on downgrading from Business to PRO, this shouldn’t cost you a much higher rate as PRO is less expensive than Business.
Rest assured that all your settings and Rank Math PRO data on your website will remain after purchasing the new plan.
As for the points you want us to address:
1. We have already explained all the details in this KB guide about the price increase.
2. After you subscribe to the PRO plan, please disconnect and reconnect your website from Rank Math by following this guide as this requires accessing your WP admin login.
3. Both websites you mentioned are currently connected to the same account so following this guide should resolve your issue.
Don’t hesitate to get in touch with us if you have any other questions.
Hi Jeremy,
Thank you for your email, with regards to the points l have raised and you mentioned in your email response;
1. RankMath and staff have not satisfactorily explained the price increased, your statement is false and misleading, l request an immediate detailed explanation to how your so called “modest” increases have benefited me?
Failure to provide me with the appropriate transparency regarding my account, will lead to an increase in my admin and legal costs which l place RankMath and the support staff on notice, l am left with no alternatives but to
– Submit a complaint to the FTC under the subscription rules, which clearly discuss the manner in which companies like RankMath and others do not provide alternatives or an out clause for their subscribers.
– Submit a complaint to the DoJ to investigate price gauging, and the lack of alternatives to the consumer, in monthly payments that are not prohibitive. Given the issues with companies today, l am forced to pay 12 mths subscription upfront leaving me at a credit, management and governance risk.2 & 3. This could have been avoided and should have been avoided as BellyBelly was on a Pro subscription and FindaDoula was on Business, NOT both of them, l have the images taken from your system!
Once again, l request that you stop misleading the narrative.
I should have to do additional work to my platform and settings because you have not provided your customers with basic functionality.
I will be insisting the FTC to take serious action against the board.
I will be billing RankMath for the time taken to have to set up both platforms.thank you Robert
Hello,
1. We’ve already provided you with the full explanation and that is the only one available to us. We apologize if it hasn’t fully addressed your concerns. However, since we’ve refunded your entire purchase, there will be no need for you to pay a higher fee and you have complete choice on what you want to do further.
You are free to purchase with the new prices or choose a better product that suits your needs in the price range you are looking for.
2. We give users the choice to choose the license for their website if they have multiple licenses. You had chosen to use PRO on one and Business on another. You were on PRO before, at which time you activated the license on your website with the PRO license. Then, you got the Business license and used it to activate another website. The Business license costs the same if you use it on 1 website or 100 websites.
Hope that answers your questions.
Hi Uzair,
Please let me try again and explain about the points l have raised that you seem to be avoiding to answer;Point 1 – You refunded me and disconnected me without discussing the alternatives or explaining to me the actions, you just did it. You refunded me the current subscription, however the previous year should also have been returned as the FindaDoula website was in development and should never of had the Business subscription activated by the developer. While the BellyBelly subscription (our main site)was always rated as PRO.
Therefore because of your confusing method of subscribing and an inability to find this in your layered and unclear menu, and a refusal by RankMath to provide their customers with a downgrade functionality. l could not align the subscriptions earlier, we just did not know until we had to do further investigation at the time of renewal. RankMath do not offer a monthly roll out, they take a years worth of money and have their customers carry the credit risk and bad management decision risk by their board. I am concerned as l have bene told that the FTC are going to be investigating RankMath and other online firms for violations of the subscription laws.In an additional matter, you have completely ignored and avoided my previous request! l kindly requested RankMath explain and be transparent in regard to your pricing structures.
You cancelled my subscription without my authorisation and now l am stuck paying a higher price for a subscription l already had on a website at a lower price.
I disagree with the new pricing, as a legacy customer who has faced the continued bad support service, and buggy updates, l do not see the justification of prices – l believe it is a price gouge.I have kindly requested a simple detailed explanation on how my websites specifically benefited from “the improvements RankMath say they have made to their platform”?
Please kindly refer to previous correspondence.RankMath have been warned by the FTC on a number of occasions as have a number of other online platforms about their pricing and disclosures of subscription and membership with their existing customers.
Again the very explanation of 2 websites can have 2 different subscriptions is confusing and is inconsistent with what you have advertised on the platform.
Please let me be frank here, as l will be providing our conversation to the FTC to further my complaint.
RankMath are obliged by law to be transparent about their pricing when an existing customer asks them about it. A legacy customer with an existing subscription, should not be charged more than a new customer!
That feels extremely disrespectful, that we have been partners on a journey and the value of my loyalty to RankMath is repaid by charging me more for a subscription than a new customer, is this why you cancelled me, because my only value is transactional?I kindly request an appropriate response to my questions
kind regards Robert
Hello,
Point 1: You were not happy with the price increase and didn’t agree with our explanation.
Now, you have a choice whether you want to get the plugin with new prices or stick to the free plugin we provide.
As for the site, as I said – you would still have to pay even if there was 1 website connected to your Business license.
We have already sent you emails about the upcoming renewal, which mentions the new price as well.
With that being said, please let us know how you would like this to be resolved, and then we can discuss if that is possible for us. We will go beyond our way to help you but you have to understand the reasons for increasing the price and the fact that we already conveyed the information about the price increase. If we wanted to be sneaky:
1. We would never send a reminder email.
2. We wouldn’t have refunded your money.Both these points show that we are being honest with the price increase.
We look forward to hearing back from 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.
The ticket ‘Subscription issue’ is closed to new replies.