I think I need to merge accounts?

#687716
  • Resolved Anonymous

    1 year, 10 months ago

    Rank Math free

    Hi, I just purchased the 7500 credit per month plan (order reference RANKMATH231129-6088-73604) but the credits aren’t showing up in my account.

    I’m wondering if I have two email addresses on the account.

    The primary one: j**************@g******** for the website: GlampHacker.com

    There may be another email that my hostinger site is under and messing with things: j*********@g********

    If there are, could you merge the two accounts to the j**************@g********?

    And if not, why can’t I see my credits?

    Thanks!

    Jay Walsh

Viewing 4 replies - 1 through 4 (of 4 total)
  • RankBot

    1 year, 10 months ago

    Hello,

    Thank you for reaching out to us. We apologize for the inconvenience you are experiencing with your Content AI credits.

    To resolve this issue, please ensure that you are logged in to the correct Rank Math account. You can do this by visiting the Rank Math website and logging in using the email address associated with your purchase: Rank Math Login.

    Once logged in, navigate to the “Websites” tab to check if your Content AI credits are visible. If they are not visible, it is possible that there is a mismatch between the emails on your Rank Math and Content AI accounts.

    In this case, please contact our support team through the Rank Math Support Forum to request merging both accounts or transferring your credits to the email connected to your account. Please include the invoice you received from FastSpring.com in the “Sensitive Data” section so that our support team can assist you promptly.

    We hope this helps, and please let us know if you need further assistance with anything else.

    Sources:
    How to Restore Missing Content AI Credits » Rank Math
    I Purchased Rank Math PRO but Rank Math is Still Showing FREE » Rank Math

    Princess

    1 year, 10 months ago

    Hello,

    Thank you for your query and we are so sorry about the trouble this must have caused.

    We can see that this is the correct account when you purchased Content AI and we don’t see an associated account with the email you provided. We also confirm that you have 7500 credits in the account.

    Please install or update your Rank Math Plugin to the latest version: https://rankmath.com/changelog/

    You can disconnect your account by navigating to WordPress Dashboard > Rank Math > Dashboard > Help and then simply disconnect the account by clicking on Disconnect Account.

    Once you’ve disconnected your Rank Math account, you can connect it again in the same settings. In order to connect your correct account, click on Connect Now.

    Once you click on Connect Now, please ensure that you’ve selected the correct account and then click on OK, Activate Now, as shown below.

    Then head over to WordPress Dashboard → Rank Math → General Settings → Content AI and refresh the credits. Here’s a screenshot for reference:

    Once done, please go back to using Content AI and it should work without any issues.

    Hope that helps and please do not hesitate to let us know if you need my assistance with anything else.

    Anonymous

    1 year, 9 months ago

    Rank Math free

    Hello,

    I have updated the sensitive data as requested. Can you please check further?

    Thank you.

    Jeremy

    1 year, 9 months ago

    Hello,

    Can you please click on the refresh icon (Rank Math support) and see if the credits are updated?

    If not, we might need to take a closer look at the settings. Please edit the first post on this ticket and include your WordPress login in the designated Sensitive Data section.

    Please do take a complete backup of your website before sharing the information with us.

    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.

    RankBot

    1 year, 8 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 4 replies - 1 through 4 (of 4 total)

The ticket ‘I think I need to merge accounts?’ is closed to new replies.