Hello,
Thank you for contacting the support and sorry for any inconvenience that might have been caused due to that.
It seems like you purchased the plugin with some other email address.
Can you please search and forward a receipt from FastSpring.com so we can locate your account?
Looking forward to helping you.
I did not purchase that plugin, the website is set up with s****@g**********. The card that was charged was my Amex ending in 351. I do not know how this plugin was purchased. I do not have access to that email.
I have reached out to the person who has that email and I will let you know what they say.
Hello,
We can see that there is an active subscription on the email account you shared and we can also see an email exchange with our team via email about it.
In that exchange back in October the team replied with all the details including how to login to the account and cancel the subscription.
You can do the cancellation of that subscription by following the steps here and use the email shared previously: https://rankmath.com/kb/cancel-subscription/
To login to that account please use the direct link in the sensitive data section.
Thank you.
That does not solve my issue that my card was charged and I did not buy this extension. How does that happen? I want a full refund, canceling my subscription which will only yield my card not being charged again.
Hello,
Please note that we don’t use any payment method from another platform such as Elementor. We don’t even have access to your payment details as it is currently controlled by our payment provider FastSpring.com.
The person who has access to s****@g********** may have access to your payment method since they are the ones who purchased the plan.
Please ask them to contact us via this ticket or by email at s******@r*********** to request a refund.
Looking forward to helping you.
S****@g********** did not purchase that extension either. I do not know who would use my card to buy that extension as we would do it from the admin section of the wordpress website and only a few people have access to the admin portal. Are you affiliated with wordpress forms? The only thing I purchased for getkros.com is the pro version of the wordpress forms.
Hello,
No, we are not affiliated with them and don’t use any payment method you use to purchase any plugin or theme.
The only way to purchase our plugin is directly from our pricing page and enter all the payment details required.
If you log in to the account using the link in the sensitive data section you’ll see that in the “Subscriptions” tab you have access to the invoice data where you can see all the details entered by the person who purchased this subscription.
Don’t hesitate to get in touch if you have any other questions.
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.
