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.
We’re unable to replicate this issue using the latest version of Rank Math.
For troubleshooting, head over to Rank Math > Status & Tools > Database Tools > and click the Remove Transients button, and check if the user you’re using has admin access and has capabilities in the Role Manager feature:
https://rankmath.com/kb/role-manager/
Let us know how this goes.
Thank you.
I was working on the issue this morning and still have not been able to pinpoint what’s going on here. I switched to a default theme, deactivated all the rank math settings – I made the changes you suggested and I’m an admin user role with all capabilities.
However, the problem still persists.
Hello,
To help you resolve this issue, we might need to take a closer look at your website and settings. Please follow these steps:
- Edit the first post on this ticket and include your WordPress and FTP logins in the Sensitive Data section. This is a secure section that only our support staff can access.
- Make sure you take a complete backup of your website before sharing the information with us.
- If you prefer, you can use this 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 also use this plugin to monitor what changes our staff might make on your website (if any): https://wordpress.org/plugins/wp-security-audit-log/
We appreciate your cooperation and patience. Thank you for choosing Rank Math.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Hello,
We’re unable to replicate this issue on your website. Kindly check the screencast in the sensitive data section.
I have activated Rank Math and changed the password in this account.
Kindly check on your end and let us know how it goes.
If you still have any questions, just reply and we will be more than happy to clarify any doubts you might have.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
I added a video for you to see. I actually didn’t realize that I could change my own account password – rather the issue is when I try to change another user’s password. Feel free to attempt to change the password on the account shown in the screen video.
I will be testing on a new site today to make sure it’s not some sort of glitch or configuration issue.
Hello again,
Thank you for getting back to us.
I just successfully updated the password of the said user. Please check the screencast in the sensitive data section. Please check and let me know if working fine for you.
Best
Ok, thank you very much for going through all of this with me. I was still having the issue even after you sent your video. I ended up checking my browser extensions and it turns out that somehow there’s a conflict with the “Last Pass” (password keeper) extension for both google and firefox.
BUT, only when Rank Math is enabled.
So, this is one of the most random things I’ve ever experienced and have no idea how they are related, but if anyone else reports an issue, they might have the Last Pass extension installed on their browser.
Thanks for your help!
Hi there,
Thanks for getting back to us on this.
We’re sorry that you experienced this strange issue with updating the user’s password. We appreciate you reporting it to us and sharing the details of your troubleshooting steps. It sounds like this might be a specific issue with your WordPress setup, as I couldn’t replicate it on my test site using the Last Pass extension for Microsoft Edge. However, we’re glad to hear that you were able to get it to work. That’s great news!
This ticket will be marked as closed now, but please feel free to open a new one if you have any other questions or issues related to Rank Math. We’re always happy to help you with anything you need.
Thank you for your patience and cooperation throughout this process. We hope you enjoy using Rank Math PRO and get the best results for your website.
Have a wonderful day!
