Account doesn’t reflect Business plan

  • Unknown's avatar
    stellaxu123 · Member ·

    Website ‘Beloresources.com’ used to be a business plan, but now I am not able to have business-type account access on beloresources.com. I initially logged in as a stellaxu123 user last week. I was able to see the plugin page, then when I tried to use one of the backup plugins (updraft plus) to restore the website, I got an error message.
    Then I can no longer see my installed plugins. It is as if the account became the lowest tier, not a business plan anymore.
    Would you please check our account to make sure that the plan is correct? If necessary, you can reset all the files and databases in the account.

    WP.com: Yes
    Correct account: Yes

    The blog I need help with is: (visible only to moderators and staff)

  • supernovia · Staff ·

    Hi! The upgrade was owned by another user. When they were charged for a plan renewal, they filed a chargeback, which removed the plan and its features.

    Are you able to work with the upgrade owner? If so, I’m thinking our best bet will be to get the chargeback cancelled so we can just do a refund instead, then you can buy the plan on this account.

    I’ll also check in with our billing team to see what they’d recommend for this.

  • kokkieh · Staff ·

    Hi there,

    It appears the chargeback on your site is already resolved and the other account that used to own the Business Plan has been refunded for the recent renewal payment. So you’ll need to buy a new Business Plan for the site to gain access to those features again.

    As you’re an admin on the site you should be able to buy the plan from your own account – go to Upgrades ->Plans and you can add a new Business Plan from there.

    However, keep in mind that the domain and email upgrades connected to this site still belong to the other admin, larrylid0da4ad5cd, so it might be a good idea to discuss things with the owner of that account as well so you’re on the same page regarding the upgrades on the site :)

  • Unknown's avatar
    stellaxu123 · Member ·

    Thank you for the explanation.

    For now, The owner of account “larrylid0da4d5cd” wants to have a new user that replaces the old one, and he also would like to open a new Business Plan late. At the same time, my account “Stella123” would like to be an admin that has full power over the site. Is this possible? Or there will be only one admin that has the full power.

  • staff-sheva · Staff ·

    Hi @stellaxu123,

    For now, The owner of account “larrylid0da4d5cd” wants to have a new user that replaces the old one, and he also would like to open a new Business Plan late.

    Just to clarify, is larrylid0da4ad5cd looking to purchase a Business plan upgrade again, or to create a new site altogether?

    Additionally, are they looking to transfer ownership of the beloresources.wpcomstaging.com site to a new user?

    At the same time, my account “Stella123” would like to be an admin that has full power over the site. Is this possible? Or there will be only one admin that has the full power.

    Sites can have multiple administrators, however only one site owner. It’s recommended that the site owner also own the upgrades to avoid these kinds of circumstances, and these can be transferred if needed.

    If you could just let me know clarify the above, I would be happy to advise further.

  • Unknown's avatar
    stellaxu123 · Member ·

    We have communicated with the owner and decided to transfer “larrylid0da4ad5cd” to “davidzfha”, a new user account that we created today. We are looking to purchase a Business plan again. The site (beloresources.com) should be the same as before. We don’t know why “wpcomstaging” is in the domain.
    Please let me know if you want to have further information or have other questions. Thank you.

  • staff-sheva · Staff ·

    We have communicated with the owner and decided to transfer “larrylid0da4ad5cd” to “davidzfha”, a new user account that we created today. We are looking to purchase a Business plan again.

    Thanks for letting me know. The site has now been transferred to davidzfha. Please take a moment to purchase a new Business plan by going to Upgrades → Plans using this account.

    Once you’ve completed the purchase, you can restore the site to its previous state by either reactivating your theme/plugins, or by going to Jetpack → Backup.

    The site (beloresources.com) should be the same as before. We don’t know why “wpcomstaging” is in the domain.

    When the plan is active, you can set beloresources.com as your primary domain by going to Upgrades → Domains.

    I hope that helps and please reach out again if you have any further questions.

  • Unknown's avatar
    stellaxu123 · Member ·

    Just want to know how to check who the owner is currently. Anywhere in the account? Thank you.

  • staff-blorbo · Staff ·

    It’s not visible up-front, but in this case, it will be the person with the upgrades under https://wordpress.com/me/purchases

  • Unknown's avatar
    stellaxu123 · Member ·

    Hi,

    We have restored the website using “Jetpack->Backup”. I also have set beloresources.com as the primary domain.

    However, some of the links on the admin page do not work.
    For example, user page, instead of staying on https://beloresources.com/wp-admin/, it goes to
    https://wordpress.com/people/team/beloresources.com. I cannot see any user there. The navigation bar on the left also looked different.
    Another function like pages has a similar problem.

    Is there a specific setting that is not set correctly? Or jetpack restore function restored some old website setting that needed to be changed?

    Any help would be appreciated.

  • kokkieh · Staff ·

    Hi there,

    At this point I think it would be best if you contacted live chat support to continue helping with this. Now that the site has an active Business Plan again, any admin will be able to access live chat support at https://wordpress.com/help/contact

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