Video Site Map

Hello,

Thank you for contacting us and sorry for any inconvenience that might have been caused due to that.

It seems that you’re currently using the Rank Math PRO plugin, but the account you have used to open this ticket is the Rank Math free version.

Can you please search and forward a receipt from FastSpring.com so we can locate your account and verify it?

We released a quick Beta update with a fix for this issue.

Please enable the Beta update by following this:
https://rankmath.com/kb/version-control/#beta-updates

If you are unable to see an update, please clear Rank Math’s transients from WordPress Dashboard > Rank Math > Status & Tools > Database Tools > Remove Rank Math Transients:
https://rankmath.com/kb/rank-math-status-and-tools/#rank-math-transients

Once done, please follow the steps below to clear your sitemap cache:

1. Flush the Sitemap cache by following this video screencast:
https://i.rankmath.com/pipRDp

2. Exclude the Sitemap files of the Rank Math plugin in your caching plugin. The cache could be via a plugin or from the server. For plugins or Cloudflare, please follow this article:
https://rankmath.com/kb/exclude-sitemaps-from-caching/

However, if you don’t want to use the beta version on your live site, you can still fix the issue by adding a filter to your site. This filter will remove the sitemap credit which is causing the issue.

/**
 * Filter to remove sitemap credit.
 *
 * @param boolean Defaults to false.
 */
add_filter( 'rank_math/sitemap/remove_credit', '__return_true');

Here’s how you can add filter/hook to your WordPress site: https://rankmath.com/kb/wordpress-hooks-actions-filters/

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

Thank you.

Hello,

Thank you for your reply. I appreciate your patience and understanding.

We have been working hard to fix the bug that was affecting your video sitemap and we released a beta update with a possible solution. We asked you to try the beta update and give us your feedback so we can make sure it works for you and other users who have the same issue. We apologize for any inconvenience this may have caused you.

I checked your video sitemap and I’m happy to see that it is loading and updating correctly now. It seems that the beta update did the trick. It may have taken some time for the update to take effect because of some caching on your site or browser, but I’m glad it is working fine now.

Please let us know if you encounter any other issues or if you need help with anything else. We are always here to help you.

Thank you for using Rank Math.

Hi there,

We’re sorry to hear that the beta update did not work for you and that you had to pay your developer to do a workaround.

We understand your frustration and we apologize for the inconvenience this issue has caused you. We appreciate your feedback and we’re always working hard to improve our plugin and fix any bugs as soon as possible.

We want to release a fix that solves this issue for everyone, including you, and we’d appreciate your help. If you could please create a staging copy of your site (without the workaround) and give us access to it, we can take a closer look at the problem and work on a solution for all.

We hope you can understand our request and we thank you for your cooperation and patience.

If you have any other questions or issues, please let us know. We’re always happy to help.

Hello,

Thank you for your reply. We appreciate you reaching out to us about this issue.

We’re really sorry that you had a bad experience with our plugin. We know how frustrating it can be when something doesn’t work as expected. We value your feedback and we want to make things right for you.

We always try to respond to our customers as quickly as possible, especially when they have urgent or critical issues like yours. And when you report a bug or an issue with our plugin, we usually fix it right away or provide a workaround as we did in our first reply, less than 3 hours after you reported the issue. Unfortunately, where you have hired a developer to help – we are, I’m afraid, unable to provide reimbursement. We’re sincerely sorry about the inconvenience.

The reason we asked you to create a staging copy of your website is because we need to see what’s causing the problem and find a permanent solution for it. We don’t want this issue to happen again to you or any other Rank Math user. Creating a staging copy is not hard. You can use one of these plugins: WP Staging or Duplicator. They will help you make a copy of your website that you can share with us without affecting your live site.

We also noticed that you said you’re using Rank Math PRO, but your account here shows FREE. If you want, you can send us your payment receipt so we can find your PRO account and merge it with this one. This way, you’ll get priority Rank Math PRO support and assistance from us in the future. You’ll also get more privacy for your tickets in the Rank Math PRO forum.

We hope you understand our position and work with us on this issue. We want to solve it as soon as possible and make sure you’re happy with our plugin and service.

Please let us know if you have any other questions or issues. We’re always here to help you.

Thank you for your patience and understanding. Have a nice day! 😊

Hello,

We are sincerely sorry for the misunderstanding. We fixed the bug that was affecting your video sitemap in the beta update that we offered you. We have now released it as a stable update and it has solved the issue for everyone else who had the same problem. If it didn’t work for you, it might have been because of some caching on your site or browser that prevented the update from taking effect.

We apologize for any inconvenience this might have caused you. We appreciate your feedback and we’re always working hard to improve our plugin and service.

Unfortunately, our refund policy does not cover reimbursement for outside custom development. We hope you can understand our position.

If you still want to cancel your subscription and get a refund for the remaining period, please share your Rank Math PRO email with us and we’ll process it for you.

Please let us know if you have any other questions or issues. We’re always here to help you.

Thank you for your cooperation and understanding.

Hello,

We are sorry to say but we don’t provide “subscription credit” or any reimbursement to outside development.

As we have mentioned previously, we released a fix for this already (tested) that resolves the same issue for other users. The changelog can be found here: https://rankmath.com/changelog/pro/

If the issue did persist on your end after updating the plugin, then we can investigate further, that is why we asked for access to your website to look further so you wouldn’t need to hire a developer.

We also did advice you to share your PRO account (in the form of a receipt or your email address) so we can make sure we prioritize this ticket to resolve your issue much faster.

Thank you.