Hello,
Thank you for contacting Rank Math support and we apologize for the inconvenience.
When you purchase Rank Math PRO, it is usually added to the account of the email you specify on checkout. If you’re signed in – the email is prefilled, if not a new account is created. To purchase Rank Math PRO for your client, you can try making the purchase from a private tab and making sure you use their email instead of yours.
If you want, we can refund the wrong payment you made so you can make it with the correct account – just let us know and we’ll have it sorted out.
Thank you for choosing Rank Math!
We did indeed make the purchase with his email. It would have been m******@t******************. Can you check to see if it made him an account? He says he doesn’t seem to have an account and it won’t do a password reset for him.
Hello,
The email address you mentioned is currently not registered in our system. It appears that they may have purchased the plugin with some other email address.
Can you ask your client to search and forward a receipt from FastSpring.com so we can locate their account?
Looking forward to helping you.
I did the purchasing myself, with his email so I know that is the email that was used, as I was the one that did it with him over Zoom. Something is messed up in your system during the process of doing this. It still saw me as logged in, even though I was not logged in. As mentioned before, I had the free account and didn’t have the pro, and after the purchase it updated my account to pro, even with me being logged out of the account. Once I logged back into my account it showed it as the pro account, once again. I have checked with him to see if he had received any emails regarding the purchase. [moved to sensitive data section]
Hello,
To fix this issue, can you create a free account for your client so we can transfer the purchase to that account?
You can signup and create an account here: https://rankmath.com/my-account/
Since client’s email is not yet in use, you can signup using the email.
Please reply with the correct email account where we can transfer this purchase.
After that, you can simple reconnect the account to refresh the connection.
We really look forward to hearing back from you. Thank you.
OK, I’ve created him a free account with [moved to sensitive data section]. Please see if you can find that account and update and transfer the paid account to his.
Hello,
We have transferred your purchased subscription to the email account you provided. Please see sensitive data section.
Now, please head over to your WordPress admin area > Rank Math > Dashboard > Help, disconnect and reconnect your Rank Math account.
Please check if everything is working as expected.
If you still have any questions, just reply and we will be more than happy to clarify any doubts you might have.
Hello,
We are super happy that this issue is already resolved. If you have any other questions in the future, know that we are here to help you.
If you don’t mind me asking, could you please leave us a review (if you haven’t already) on https://wordpress.org/support/plugin/seo-by-rank-math/reviews/#new-post about your overall experience with Rank Math? We appreciate your time and patience.
If you do have another question in the future, please feel free to create a new forum topic, and it will be our pleasure to assist you again.
Thank you.
