Hello,
Thank you for contacting the support and sorry for any inconvenience that might have been caused due to that.
Sorry for the issue you are facing.
It can happen sometimes when the plugin is conflicting with some plugin or theme so could you follow this guide to determine which is the issue?
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/
Please let us know if you find the culprit.
Only the site admin would know and your users won’t be affected by this troubleshooting.
Looking forward to helping you.
Hi,
thank you for the super fast support.
I followed the instructions and the problem is probably with my Jannah theme.
Are there any similar issues known here?
Best regards from Berlin, René
Hi René,
Thanks for getting back to us.
I am afraid that there are no known conflicts with this theme but it is likely that there is some custom JS code running on the page that is affecting Rank Math.
Could you please get in touch with the your theme author about this?
We would be happy to work with their team to fix this.
Hello,
I have updated the sensitive data as requested. Can you please check further?
Thank you.
Thank you for the information and support.
The theme provider has excluded an error.
Maybe you can spot a mistake somewhere.
Thanks and have a nice evening.
René from Berlin
Hello,
In that case, we might need to take a closer look at the settings. Please edit the first post on this ticket and include your WP 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/
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 contacting Rank Math today.
Please let us know when you get the go ahead to share the access.
Looking forward to helping you. Thank 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.
.
