Hello,
Thank you for contacting Rank Math support. We appreciate your patience and cooperation with this issue.
Can you please confirm to us if you’re seeing the correct number of credits when you log in to rankmath.com/my-account/websites?
If you’re seeing the correct number of credits here then this is a problem with the syncing of information between rankmath.com and your website. Disconnecting then reconnecting your account should mostly resolve this – but if you’re not seeing the correct number of credits on rankmath.com/myaccount (https://i.rankmath.com/i/P5hrqw), then this is billing-related and we need to look into it further.
Please let us know which it is.
Hey mate, the profile on rank math is displaying credits but the wordpress is not. we have disconnected and reconnected the account several times now to no avail. please advise next steps.
Hello,
In this case, we might need to take a closer look at the settings. Please edit the first post on this ticket and include your WordPress & FTP logins in the designated Sensitive Data section.
Please do take a complete backup of your website before sharing the information with us.
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.
Thank you.
Hey Reinelle,
Thanks your reply.
without approval from our tech team we arent able to disclose login information.
would you please provide some additional fault finding steps that we can take and a point of contact we can call to resolve this as soon as possible.
Best, Alex.
Hi there,
Thanks for your reply. We’re sorry that you’re still having issues with your Content AI credits.
We’re asking for your website access so we can solve the issue as soon as possible. But if you want to try and troubleshoot this yourself, you can follow these steps:
- First, make sure you log out and log in again to your WordPress dashboard. Also, make sure you use the same account that you used to purchase the Content AI credits. You can check your account details here: https://rankmath.com/my-account/
- Next, go to Rank Math > General Settings > Content AI and click on the small refresh button at the bottom of the page. This will update your credit count and sync it with our server. You can see what the button looks like in this screenshot: https://i.rankmath.com/i/xypmFv.
Please try these steps and let me know if they work for you. If not, please share your website URL and WordPress login details in the sensitive data section of your ticket. This will help us to check your site and find out what’s causing the issue.
We appreciate your patience and cooperation. Have a nice day!
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.
