Miguel
Forum Replies Created
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Hello Joey,
Thank you for the clarification and for continuing the conversation. We understand the frustration expressed here and would like to address the remaining factual points so the situation is accurately represented for anyone reading this thread.On support intake and ticket visibility:
The reason there appears to be “no active ticket” in your Rank Math account dashboard is that we no longer use the same forum-based ticketing system that was in place last year. Support requests submitted via email or our current support channels are handled in a separate system, and tickets created there do not appear in the older forum view associated with the account dashboard.That said, a ticket was created and handled by our team, and proof of that is the email response sent on Thursday at 08:55 AM UTC, which was delivered before this review was posted. That reply addressed both the schema configuration questions and the indexing concerns you raised. If the email was missed, filtered, or otherwise not seen, we understand how that could give the impression that no ticket existed, but our records clearly show that the request was received and responded to.
On expectations set by personal communication:
You are correct that there was direct personal communication at signup, and we acknowledge that this reasonably set certain expectations. At the same time, ongoing support is provided through our official support channels to ensure consistency, tracking, and timely assistance. We regret if that distinction was not made sufficiently clear at the outset.On the sitemap and indexing concerns:
Our response focused on pages showing the status “Crawled – currently not indexed.” This status, as documented by Google and widely discussed in SEO documentation and forums, is not caused by a technical sitemap issue once the sitemap is valid and accessible. It generally reflects Google’s assessment of the page content itself rather than a failure in sitemap creation or submission at the plugin level.On schema support and scope:
Schema configuration is core plugin functionality, and our reply stayed within that scope. We addressed how to implement the relevant schema types using Rank Math’s available settings. What we cannot provide is custom judgment on broader SEO strategy or guarantees around search performance outcomes beyond correct configuration of the plugin.To summarize for clarity:
- A support ticket was created and answered, using our current ticketing system
- The response was sent on Thursday at 08:55 AM UTC, before this review was published
- The ticket is not visible in the older forum-based dashboard due to a system change
- The reply addressed both schema implementation and the indexing status referenced
We regret that the overall experience felt fragmented or dismissive, particularly where communication visibility was concerned. Feedback like this helps us improve how we explain our processes and set expectations more clearly.
This place is for reviews of the product and not get support. We remain available to support our customers through our usual support channels. If there are still open questions we encourage you to reply to our email and our team will gladly provide more insights on how to get the most out of the plugin.
Thank you.
Hello Joey,
Thank you for taking the time to share such detailed feedback. We are genuinely sorry to hear about your frustration, and we understand how disappointing it feels when expectations around support are not met.
We would like to clarify a few points for transparency and to ensure there is no confusion for other users reading this.
First, regarding support responsiveness:
We did respond later than usual on one ticket and narrowly went over our SLA. While the delay was not significant, that is still on us, and we acknowledge that even small delays can feel much bigger when you are blocked on an issue.About the “reach out to me personally” comment:
After reviewing our records, there was a single direct email exchange at the time of signup in November 2024. Outside of that, all communication has gone through our standard support channels, which helps us ensure consistency and proper tracking. We understand how that initial message may have set expectations differently, and we regret if that led to disappointment.Regarding the sitemap issue:
If Google Search Console shows a message like “Couldn’t fetch” while the sitemap itself returns a valid 200 status code, this typically means Google has not processed the sitemap yet, not that it is invalid or broken. This is a common Google-side delay and unfortunately something plugin developers do not have control over once the sitemap is correctly generated and accessible.On schema setup guidance:
Our support scope covers plugin functionality, settings, and correct implementation, not custom SEO strategy or full site audits. In your case, we reviewed the site, identified schema types that were most appropriate, and provided steps to implement them using the plugin. More advanced or strategic SEO decisions fall outside what our support team can offer, which may be where expectations did not fully align.Regarding AI credits in PRO:
When the plugin shows a prompt to upgrade despite being on PRO, it usually indicates the site connection needs to be refreshed. This can be resolved by reconnecting via WordPress Dashboard > Rank Math SEO > Dashboard > Help, even if the site already appears connected.On marketing emails:
All marketing communications are optional and can be opted out of either via the unsubscribe link included in every email or through the communication preferences in the Rank Math account dashboard.Finally, for clarity, the only support request we received was related to schema markup. We did not receive tickets about sitemaps, AI credits, or email preferences. Had we been aware of those issues, we would absolutely have addressed them.
That said, we truly regret that your overall experience fell short of expectations. Feedback like this helps us improve how we communicate our support scope and how we set expectations from the outset. We appreciate you giving Rank Math a try and wish you the best regardless of the tools you decide to use going forward.
Forum: Plugins
In reply to: [Rank Math SEO – AI SEO Tools to Dominate SEO Rankings] Can’t Access URLHello @nearportland,
Since we didn’t hear back from you we are going to close this thread. Feel free to re-open it to provide additional information.
Thank you.
Hello @peq42,
We have a release cycle of 2 weeks so unless there’s a critical bug we don’t update the plugin before the release cycle.
We have other improvements and bug fixes slated for the next release but if we find the bandwith to add this fix we’ll also include it.
Our recommendation is that you keep a close eye on our changelog: https://rankmath.com/changelog
Thank you.
Hello @sonnycool,
We appreciate you following up and want to address your points directly.
The screenshots you provided show activity from the IndexNow API — this is a separate tool from Google Instant Indexing. They reflect two different processes, which is why those results appear active.
On the sitemap issue: our team reviewed it, guided you through clearing the cache to resolve it, and confirmed it was working correctly afterward with screenshots.
Regarding sharing email conversations — we’d kindly ask that any private correspondence stays out of the public forum, as this wouldn’t be appropriate for either side.
We’re committed to resolving this and appreciate your patience.
Thank you.
Hello @sonnycool,
First of all we would please ask that you remain repectful of everyone, both here and in our internal ticketing system.
Second, we would like to address both of the concerns you have brought up to us:
Sitemap
The sitemap date was showing an older date because of the caching happening on your website. We gave you instructions to clear the cache which immediatly showed the most up to date version of the sitemap. We also have a tutorial that can help make sure the caching is not affecting the sitemap: https://rankmath.com/kb/exclude-sitemaps-from-caching/
Instant Indexing
The screenshot you shared with our team regarding this feature shows the status code 200 which means the submissions were succesful, however, those are for the IndexNow API which is used by Bing and not Google.
We do have an add-on plugin that can be used to submit to the Google Indexing API but unless you have a very specific type of website (job board or broadcast event) you shouldn’t use that because the submissions will likely be ignored according to Google’s documentation: https://developers.google.com/search/apis/indexing-api/v3/quickstartHope this helps provide additional information on the situation.
Thank you.
- This reply was modified 2 months, 1 week ago by Miguel.
Hello @patcase,
Since we didn’t hear back from you we are going to mark this ticket as closed. Feel free to re-open it if you have any additional information to share with our team.
Thank you.
Hello @sym3088,
Since we didn’t hear back from you we are going to close this thread. Feel free to re-open it if you have additional information to share about the issue reported.
Thank you.
Hello @patcase,
Thank you for contacting support.
Making changes to the metadata of your pages is available for all users and we will never make any change to the plugin to put this fundamental feature behind a paywall.
If you are not able to make changes to the metadata, that means that this is an issue and not the intended behavior.
To be able to help you with this we need a little more detail about the situation. Please let us know the version of the Free plugin you have installed and the which theme and page builder you are currently using on your website.
Looking forward to helping you.
Hello @bajlazzo,
Since we didn’t hear back from you we are going to mark this thread closed. If you have any follow-up feel free to reach out to us again.
Thank you.
Hello @sym3088,
Thank you for contacting support.
Can you please let us know the language of your WordPress installation and the language of the content? You could also share a sample (2 or 3 paragraphs) so that we can test this on our own.
Looking forward to hearing back from you.
Forum: Plugins
In reply to: [Rank Math SEO – AI SEO Tools to Dominate SEO Rankings] sitemapsHello @kengray20,
Since we didn’t hear back from you we are going to mark this ticket as resolved. If you wish to share the screenshots feel free to re-open it.
Thank you.
Hello @beamkiller,
Since we didn’t hear back from your in the last 3 days we are going to mark this thread as resolved.
Feel free to re-open it if you have any additional insights or questions.
Thank you.
Hello @1000camels,
Since we didn’t hear back from you we are going to close this thread. If you have any follow-ups feel free to reply and re-open it.
Thank you.
Forum: Reviews
In reply to: [Rank Math SEO – AI SEO Tools to Dominate SEO Rankings] Не работает в РФHello @roman812,
Yes, it’s correct that we don’t allow account creations from Russian IP addresses. We do that to stay compliant with the following:
- EU-sanction lists (CFSP) SDN
- NON-SDN-Lists (USA) and related trade controls
This is a company-wide policy part of a decision made by the management to honor the sanctions in those lists and make sure that we can stay compliant with the guidelines shared above.
Thank you.