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.
I’ve checked your website in Facebook Debugger Tool and it seems that the image, title and description are already added.
Could you please provide more details of the issue or
record a video screencast using a tool like Loom showing the issue and edit the first post on this ticket in the designated Sensitive Data section.
It is completely secure and only our support staff has access to that section.
Thank you, and looking forward to your update.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
Thank you for following up.
I’ve checked your site, and it seems that your social image is not set right:
https://indigo-graphics.co.il/wp-admin/admin-ajax.php?action=rank_math_overlay_thumb&id=10834&type=gif
so you should change it to a valid image file.
If you have already updated the image and is still not working, we might need to look at the settings. Please edit the first post on this ticket and include your WordPress & FTP logins in the designated Sensitive Data section.
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/
Thank you, and we really look forward to helping you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hi,
The access doesn’t seem to complete and the email shared doesn’t seem to have any associated user. Please update these details.
Also, assuming you are using the latest version of all the plugins and the themes (please update if not yet), I recommend checking for 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.
We really look forward to helping you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
Sorry for the delay.
I’ve tried accessing the link you have provided, and it seems that it has limited access. Please update the user access to an administrator for us to check the issue further.
Thank you, and we really look forward to helping you.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
Thank you for following up.
I’ve checked the image you have uploaded, and it seems that you have enabled the Add icon overlay to thumbnail that’s why the image is not showing.
You can now check your site in Facebook Debugger Tool and your logo is already showing.
I hope that helps. Thank you, and please don’t hesitate to contact us if you need further 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.
