Account Access
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I need access to the admin on this account. It was hacked by a malware attack but has been cleaned and recovered by Sitelock
WP.com: Unknown
Jetpack: Yes
Correct account: Unknown -
What is the URL of the site you are trying to access? We’ll be happy to take a look and see if we can help.
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Your site is not hosted with WordPress.com. It is a site using the open-source WordPress software (from WordPress.org) but hosted elsewhere.
Because WordPress.com and WordPress.org are two entirely separate entities, we cannot access files or data for sites that are hosted elsewhere, so WordPress.com staff can only assist with sites that are hosted on our servers. You can find more information here about the differences between WordPress.org software and WordPress.com: https://wordpress.com/support/com-vs-org/
The site was also not using our security product https://jetpack.com/features/security/ so we’re unable to directly assist with this.
https://wordpress.org/support/ is a great resource for sites using the open source WordPress.org software, and you can find support for that at: https://wordpress.org/support/forums/
With that said, carefully follow this guide. When you’re done, you may want to implement some (if not all) of the recommended security measures and start backing up your site.
Your hosting provider’s support team may also be able to assist.
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The URL provided is using the open-source WordPress.org software.
This forum is dedicated to WordPress.com, they’re two different things.
That said, here is the help documentation about account recovery for WordPress.org.
https://wordpress.org/support/article/resetting-your-password/
If that doesn’t help, you can post your question in their forum.
https://wordpress.org/support/forums/
Of you can try opening a support ticket with your web hosting provider.
Cheers,
Eric
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