Account Access Recovery
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The person who used to take care of this stuff for the company passed away. The username and password written down don’t work and the username says it doesn’t exist when we try to reset the password. Both emails it would have been associated with say that accounts do not exist for them. We do not have access or know where to find any of the proof of ownership. How do we recover the account? The only thing we can prove is that we own the URL.
Can someone please help us?
Site: (email visible only to moderators and staff).
WP.com: Unknown
Jetpack: Unknown
Correct account: Unknown -
I’m sorry for your loss! I think I understand what’s causing the error about the accounts, though. Can you reset the password here?
[site.com]/wp-admin(I’ll redact that link right away for your privacy)
The right username or email address should be recognized there. We don’t have that email in our system because that site uses a free copy of the WordPress software, rather than our services. Here’s the difference:
If you still can’t log into the site, please contact the hosting company, and ask for help with this:
https://wordpress.org/support/article/resetting-your-password/Hoping this helps! If you’re still stuck, let us know; there’s not as much we can do here because the site isn’t with us, but we can likely point you in the right direction.
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This did not help. It keeps saying there is no account associated with the emails and username this person would have used.
I tried the links in the tutorial you gave me and they all say nothing is associated with the emails we have. Can you see what hosting company is used so I know who to contact?
Or is there a way that you can let me know the email the account is associated with? I’m wondering if the person who built the website is actually the “owner.” We just need to know who to contact to figure this out.
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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 with GoDaddy.
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/
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/
And, they do have some options for you at https://wordpress.org/support/article/resetting-your-password/
Your hosting provider’s support team may also be able to assist.
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