Rank Math offers 24x7x365 support for users through the support forum, and our dedicated support staff will help you get even the smallest of issues resolved. Our priority support is available round the clock only for Business and Agency users (including their clients’ websites) to address the issue and help them right away.
In case if you’ve any questions about using Rank Math, this knowledgebase article will show you how to open a support ticket with all the essential information so that our support staff can get the issue addressed at the earliest.
Opening a Support Ticket
To open a new support ticket, you need to log in to your Rank Math account (if you haven’t already created one, you can register an account from here) and then follow the exact steps discussed below.
1 Search for Question
Before you open a support ticket, we would suggest you look for the relevant resources on our website. Rank Math already includes extensive resources to address the questions commonly asked by our users, and in most cases, you may find the answer readily available in our Knowledge Base.
At first, head over to the Rank Math support page, and in less than four words, enter what your question is about.
For instance, if you’re facing a technical glitch with your sitemap, then enter “sitemap issue” in the search bar, and Rank Math instantaneously looks for the relevant resources in the Knowledge Base and in the Blog to present them in front of you.
As you can notice from the above image, the first result addresses the common issues users face with the Sitemap, and most likely, you may find the solution here.
2 Perform Health Check/Troubleshooting
In case if the suggested fix doesn’t work on your site or if you’re unable to find any resources related to your question itself, then you may proceed with the next step.
The next step would be to check for plugin/theme conflicts with Rank Math. You can install the Health Check & Troubleshooting plugin and then troubleshoot for any plugin/theme conflicts. We’ve got a dedicated knowledgebase tutorial to help you with this.
During the troubleshooting process, you need to confirm if the issue appears only when Rank Math and Rank Math PRO plugins are activated on your website, along with the default Twenty Twenty One theme.
In case if you notice the issue only when another plugin/theme is activated, then it points out to be a conflict with Rank Math.
3 Create a New Support Ticket
Now that you’ve performed a health check and still need support to get it sorted out, proceed with the support page and then click Submit a Ticket.
Rank Math has a separate section for Free and PRO users. While the free tickets are publicly visible (except for the sensitive data section, which we will cover next), the tickets in the PRO section are visible only to the user who opens the ticket originally and our support staff. The ticket will be automatically opened in the free or PRO section based on your account type.
Now in the Submit Ticket form, you can enter the relevant details in the Ticket Title and Ticket Question. In case, if you’ve identified a plugin or theme conflict, then include the details of conflict as well.
4 Add Sensitive Data
The next section is the Sensitive Data section. Any data added to the Sensitive Data section is visible only to the user who has originally posted the support ticket and our support staff, regardless of whether the ticket is in the free or PRO section.
You can add your WordPress & FTP logins inside the Sensitive Data section. Please do take a complete backup of your website before sharing the information with us.
Instead of sharing the WordPress login, you can also make use of the Temporary Login Without Password plugin to create a temporary login URL. You can also install the WP Activity Log plugin to monitor the changes our support staff might make on your website (if any).
The sensitive data added to the support ticket is automatically removed when,
- The user has marked the ticket as resolved (or)
- 30 days after opening a ticket – whichever comes first.
5 Submit Your Ticket
Now that you’ve added all the necessary details, click the Submit Your Ticket button.
And, that’s it! Once the support ticket is opened, our support staff will look into your issue and address it shortly. If you’ve absolutely any questions with Rank Math, you can open a support ticket directly from here, following the steps we’ve discussed in this tutorial, and we’re always here to help you.
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