Account Help

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  katetown · Member · Jul 19, 2019 at 1:48 pm

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  I need account help, and think I need to speak with support.

  I don’t generally work with WordPress.com – I generally use the self-hosted product.
  A client asked me to work on her WordPress.com site, carasconsulting.com (paid plan) and tried to make me an admin user so I could have access.

  I couldn’t access the site properly because she used a different email address than my WordPress.com ID.

  I asked for help from support on 4/12 – 4/13, and the support person connected my account to hers.
  But now, we realize that the site is entirely under my account, not hers. AND, her site admin id has a different email address (one now at my domain). I did not make those changes, and neither did she, so I suspect it was done when the support person added me to the site.

  I really need to talk with someone to get this straightened out for my client. How can I talk with someone on her behalf? Please help!!!

  Thanks,
  Kate Smith

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

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  khushbudesaiblog · Member · Jul 19, 2019 at 1:53 pm

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  Hi there,

  I add “modlook” tag to bring it to staff attention.

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  katetown · Member · Jul 19, 2019 at 2:22 pm

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  Thank you!!!

  I also want to add: my account is katetownleysmith, but the account that is wrong is carasconsulting.com

  -Kate

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  supernovia · Staff · Jul 19, 2019 at 9:32 pm

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  Hi Kate, the ownership on this side looks okay. Can you let us know what you’re running into that’s making it feel like you own the site?

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  katetown · Member · Jul 22, 2019 at 1:19 pm

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  1. When I log in to the WordPress site for carasconsulting.com, the URL in the address bar is: http://katetownleysmith.com/carasconsulting/wp-admin/

  2. When I view the site’s users, it appears that the email address for the user for the person who should be the true owner has been changed. I did not change it and Sadaf Shaikh didn’t change it. It is oddly now her user name at my domain: (email visible only to moderators and staff). It should be (email visible only to moderators and staff) for user carashrconsulting.

  3. When my client, Sadaf Shaikh logs in to WordPress.com, and then looks at her available sites, she sees katetownleysmith.carasconsulting.com. This should not be.

  Can you help me out? Or do I need her to talk with you or someone else? (She is on the paid plan, but would like me to help her with this issue).

  Kate

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  staff-blorbo · Staff · Jul 22, 2019 at 6:39 pm

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  That is a self-hosted WordPress.org site, which we really can’t help with here.

  To clear up any confusion, WordPress.com and WordPress.org are two different entities: http://support.wordpress.com/com-vs-org/

  WordPress.org has complete documentation for self-hosted/installed versions of WordPress.org at https://wordpress.org/support/ and support at https://wordpress.org/support/forums/

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  katetown · Member · Jul 23, 2019 at 1:29 pm

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  To clarify, the site/account that seems to have the problem is a WordPress.com hosted site/account. carasconsulting.com

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  supernovia · Staff · Jul 23, 2019 at 6:43 pm

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  Curiouser and curiouser. I can see there is a business site here, but wp-admin does indeed to another installation at Bluehost.

  I’d checked for your ownership the other night. I didn’t notice you weren’t actually added as a user on this account. Also, the owner of carasconsulting.com has not contacted us recently that I can find. Do you know whether they were using another email address, or how they were reaching out?

  As I see it we need to fix these two things:

  – Work with the site owner to ensure you’re added with a proper role. Until then we’ll need to work with them directly, and again, I’m not currently finding any recent interactions from them based on their username or email address on file.

  – Once your role is fixed, sort out how you’re getting redirected to a different installation for wp-admin

  Does that work for you, and if so can you have the site owner log in and contact us directly? They should be able to reach out directly at https://en.support.wordpress.com/contact/ once logged into the correct account.