Trouble adding payment method, Support links runaround

#823728
  • Resolved ncm-4000

    1 year, 5 months ago

    Rank Math pro
    Content AI Starter

    I just created an account, and am trying to add a Payment Method. I have not yet upgraded to a paid account, but want to have the card on file for when I do. I’ve run into a few issues in this process.

    1. Subscriptions & Billing > Payment Methods > Change Payment Methods (button) directs to this page: https://rankmathllc.onfastspring.com/account/. I entered the email address associated with my account, but am not receiving anything to my inbox or Junk folder.

    2. When clicking on the Rank Math logo on the above page, it goes to https://rankmathllc.onfastspring.com/ returning a “not-found” error.

    3. I then went to https://rankmath.com/support/ with my issue which returned the same steps, so I clicked on the following copy “If you encounter any issues during this process, you can reach out to Rank Math’s support team directly here.” but it links right back to the same chat page https://rankmath.com/support/.

    4. There is also a gray bit of text in the lower right of the chat box that says “Contact support” with the microphone icon, which links to https://support.rankmath.com/. The green “Open a ticket” button on the right of the tickets forum links back to the /support/ chat page instead of https://support.rankmath.com/new-ticket/. Overall it just feels very circular.

    Long story short, I just want to add a Payment Method and noticed a few UI/UX issues along the way.

Viewing 2 replies - 1 through 2 (of 2 total)
  • RankBot

    1 year, 5 months ago

    Hello,

    Thank you for reaching out to us and bringing these issues to our attention. We apologize for the inconvenience you are facing while trying to add a payment method to your Rank Math account.

    To address your concerns:

    1. FastSpring Checkout Email Issue: If you are not receiving the email with login instructions after entering your email address on the FastSpring Checkout page, please ensure to check both your inbox and junk/spam folders. The email might take a few minutes to arrive. If you still don’t receive it, please let us know so we can assist you further.

    2. Error on Rank Math FastSpring Page: We apologize for the error you encountered when clicking on the Rank Math logo on the FastSpring page. We will investigate this issue to ensure a smoother user experience.

    3. Support Links Redirection: We appreciate your feedback regarding the redirection loop you experienced with the support links. We will review and optimize the links to provide a more straightforward support experience for our users.

    4. UI/UX Feedback: Your feedback on the UI/UX issues is valuable to us. We will work on improving the navigation and functionality of our support links to prevent any confusion in the future.

    If you encounter any further issues or need assistance with adding a payment method, please reply to this ticket, and a human agent from our support team will assist you promptly.

    Thank you for your patience and understanding as we work to enhance your experience with Rank Math.

    Warm regards.

    Sources:
    How to Change or Update the Payment Method » Rank Math
    Troubleshooting Payment Issues at Rank Math » Rank Math

    Princess

    1 year, 5 months ago

    Hello,

    Thank you for contacting the support, and sorry for any inconvenience that might have been caused due to that.

    Please ensure that your payment method supports the following:

    – Payments in USD $
    – Supports subscription-based payments
    – You are not using a prepaid card
    – International payments are turned on
    – Your IP is not a Proxy, or you are using any VPN or hosting service

    Also make sure that the flag during checkout is showing the correct country at the top right corner.

    Country

    If everything from the above is enabled and working, you can also try using a credit card instead.

    You can also call your bank and ask what’s stopping the payment from going through and request them to approve it on your end.

    Looking forward to helping you.

    RankBot

    1 year, 4 months ago

    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.

Viewing 2 replies - 1 through 2 (of 2 total)

The ticket ‘Trouble adding payment method, Support links runaround’ is closed to new replies.