£36 paid and can’t access site

  • Unknown's avatar
    cliper18 · Member ·

    how do I get a refund

    The blog I need help with is: (visible only to logged in users)

  • Unknown's avatar
    brookedot · Member ·

    Hi there,

    The username you are posting from, cliper18 has not purchased any upgrades from WordPress.com. Could you let us know the username or site URL that you would like to receive a refund for?

    WordPress.com provides refunds for up to 30 days after purchase for plans and up to 48 hours for domain names. You may also request a refund for the plan yourself from our interface by following this guide:

    Refund a purchase

    If you’ve lost access to the site, you may go through our account recovery process:

    Recover your account

  • Unknown's avatar
    vishalmukadam · Member ·

    Hi @cliper18,

    It looks like your websites was created with your old WordPress.com account, can you please check if your site is connected to your another WordPress.com account?

    If you have multiple email address, that account might be linked to one of email account, I would suggest you use “Password reset” option on the login page and type your email address and see if you get an email notification to reset your password that will help you to find your WordPress.com account linked to your site mygrain0fthought.wordpress.com.
    Password reset option: https://wordpress.com/wp-login.php?action=lostpassword

    Also, check the Account recovery process suggested by @bdukes

    Thanks!

  • Unknown's avatar
    cliper18 · Member ·

    Hi thanks for the response. I’ve not made myself very clear, apologies for that. My old site is mygrain0fthought.wordpress.com. I purchased the annual personal plan for a new site clipelife.wordpress.com with the username cliper49. I’ve played about trying to access it then tried to link it to mygrains and made a complete mess because I don’t have a clue what I’m doing. I thought if I could get a refund I could start again but would like to continue. I have he payment reference if necessary.

    Thanks

  • kokkieh · Staff ·

    If you bought an upgrade as the account, cliper49, please log in as that account and post here, then we can help you. But we cannot cancel upgrades that belong to one account at the request of a completely different account.

  • Unknown's avatar
    cliper18 · Member ·

    I didn’t buy an upgrade. I bought a new personal plan for cliplife but when I try and log in it takes me into mygraines. It’s th3 same email address for both accounts.

  • kokkieh · Staff ·

    I bought a new personal plan for cliplife but when I try and log in it takes me into mygraines

    You are posting here as the username, cliper18. This account has never bought any upgrades from WordPress.com and only owns the free site, http://mygrain0fthought.wordpress.com

    In your previous reply you referred to clipelife.wordpress.com. That site and its upgrades belong to a completely different account, cliper49, associated with a completely different email address than the account you’re using to post here in the forums. We cannot make changes to that account unless you contact us as that account.

    It’s th3 same email address for both accounts.

    No, it’s not. The cliper18 and cliper49 accounts are associated with completely different email addresses. It’s not possible to have two WordPress.com accounts on the same email address.

    Go to https://wordpress.com/me/ and click the Sign Out button. Then log back in using the username, cliper49, NOT the email address associated with your cliper18 account.

  • Unknown's avatar
    cliper18 · Member ·

    I really don’t understand this. I have the verification emails for cliper49 registered at the same email address as mygrains. I have the payment reference, I can take screen shots and send them etc. I have 3 email addresses in total. When I try and change password for cliper49 nothing comes through. I appear to be cliper49 and cliper18 here at the top of the page.

    I am feeling very frustrated. I am logged in as cliper 49 as far as I can see. I’ve tried everything and am getting nowhere.

    Thanks

  • Unknown's avatar
    cliper18 · Member ·

    Ok. I feel as a customer I am just being ignored now.

    I have paid £36 for a personal plan for clipelife.wordpress.com. It is registered to (email visible only to moderators and staff)

    I have an historical site – migraines0fthought.wordpress.com. My username for this was mygrain73 and I have the password here. It also is registered to (email visible only to moderators and staff).

    I have all the verification emails for the new site at the above mentioned email address and I have the payment reference which WordPress took from my bank account.

    I have been told it is not possible to have two different sites registered to the same email.
    My mygrains73 username is gone and is now clipe18@clipe49. I must have done something to have changed this. What, I do not know. But I cannot access the new site but I have paid for it. I have the evidence for that.

    I have spoken on here to staff but I am no further forward. Yes, you are dealing with someone who isn’t very computer minded but that does not mean I deserve any less of a service.

    I think from all the posts I have put up that it is evident that I am struggling to comprehend what has happened and I need someone to look at the information (ie verification emails etc) rather than simply telling me “no, not possible”.

    Could I please have further help with this or could I please have an address or phone number of someone I can talk to that can help me with this. Is there a trading standards department/ombudsman I can get in touch with to at least get my money back?

    Thank you.

    Wanda

  • kokkieh · Staff ·

    I really don’t understand this. I have the verification emails for cliper49 registered at the same email address as mygrains.

    What “mygrains” are you speaking of? There is a mygrains username on our system, but that account was created seven years ago. There is no site, mygrains.wordpress.com.

    When I try and change password for cliper49 nothing comes through. I appear to be cliper49 and cliper18 here at the top of the page.

    I am feeling very frustrated. I am logged in as cliper 49 as far as I can see.

    Where do you see cliper49? With each of your replies here the username under your profile picture says cliper18, as that’s the account you’re logged in as.

    I understand this is frustrating, but we cannot just give you access to another account.

    I have paid £36 for a personal plan for clipelife.wordpress.com. It is registered to [email redacted]

    That is the email connected to the domain registration, yes, but it is not the email address associated with the WordPress.com account. The password reset emails are being sent to the email address you provided when creating the WordPress.com account, not the email address provided when registering the domain.

    At that email address for the WordPress.com account you would also have received an account verification email (which is different from the domain verification email you received when you registered the domain), and an emailed receipt when you made your payment.

    Are you saying you don’t have any other email address where you received those emails?

    I have an historical site – migraines0fthought.wordpress.com. My username for this was mygrain73 and I have the password here. It also is registered to (email visible only to moderators and staff) .

    This all applies to the account you’re using to post here. You changed the username, mygrain73 to the username, cliper18, but this has nothing to do with cliper49 which is a completely different account.

    I have been told it is not possible to have two different sites registered to the same email.

    WordPress.com sites are not associated with an email. WordPress.com sites are associated with a WordPress.com account, and you can have as many sites as you want in any one account. But each account is associated with a unique email address and has a unique username.

    Your mygrain0fthought.wordpress.com site belongs to the cliper18 account.

    The clipe.life site belongs to a completely different account with the username cliper49. That account is associated with a different email address than the cliper18 account.

    My mygrains73 username is gone and is now clipe18@clipe49.

    The cliper18 account’s public display name is cliper49, but that does not prove anything, as the display name can be anything and does not have to be unique. You log in using the username, cliper18, not the display name.

    So I ask again, have you received the emails going to the unique email address going to the cliper49 account? Our logs show several password reset emails to that address, and they all show as successfully delivered.

    If you did not receive those at any of your email addresses, it’s possible you made a mistake in the email address you provided when creating that account. If that is the case I can help you through our account recovery process.

  • Unknown's avatar
    cliper18 · Member ·

    Hi thanks for getting back to me.

    I have received no emails when trying to reset password or clipe. It would make perfect sense that I’ve made an error in the email address

    I’d be grateful if you could help me through the account recovery process.

    Thanks

    Wanda

  • Unknown's avatar
    brookedot · Member ·

    Hi Wanda,

    To start the account recovery process for cliper49 follow the process outlined here:

    Recover Your Account

    Namely, filling out the account recovery form at:
    https://wordpress.com/wp-login.php?action=recovery

    You can provide us with the transaction number mentioned above.

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