Account Recovery
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Hi there,
I am reaching out to see if anyone can help me recover an account for a website account that is ‘powered by WordPress’. The email for the account is (email visible only to moderators and staff), the username is ‘admin’. When I try to click ‘lost password’ on the login page, I enter the email address on file and it gives me this message:
The email could not be sent.
Possible reason: your host may have disabled the mail() function.Using the same credentials as what we thought my website should be, I can log into wordpress.com but I cannot access my website. According to wordpress.com, we just joined in January 2018 but we’ve had the website since January of 2015 so I’m not sure if there’s a difference between the wordpress accounts. I’ve looked into the account recovery through wordpress for the website, but it requires either a transaction ID, an activation key or a 2-step authentication code. As a small business that has changed banks 2-3 times since opening to accommodate our growth, we no longer know which credit card may have been used when originally paying for the site. We’ve also changed email accounts since then. It used to be registered to the owner’s personal account, but now we use a generic company email. I know there are 2 other users registered to the account; Sam and Caleb.
Thank you,
Sara -
Hi Sara,
Are you able to provide the URL for the website you’re trying to access?
Also, when requesting support, please don’t provide email address, usernames, passwords, or any person information – this is a public forum that anyone can see.
Through the account that you are able to access, you may also be able to submit a support ticket and if you have a paid account with wp.com you may be able to get direct chat support.
But I think the first step should be providing the URL so that we’re able to confirm that you’re in the right department and to see if a staff member is able to further assist you.
Tanya :-)
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Just noting here that 98.5% of the time “powered by WordPress” refers to a site that is using the standalone WordPress (org) opensource software rather than a site hosted here on WordPressdotcom. So providing the site address will help.
@panopticfoundations email addresses are redacted from public view by the forum software but Staff can still see the information which can be helpful in solving things. But if you answer a forum post or come across a forum post where someone has added their email in a way that the forum software doesn’t redact it, a password, phone number, address or any such type of personal information, including receipt and transaction numbers, please MODLOOK the thread and add a tag “remove personal info”. https://en.support.wordpress.com/wordpress-com-volunteers/ Thanks! -
@justjennifer Thank you for clarifying that! Definitely still learning the ropes and figuring things out here as a volunteer :-) so thank you very much for the article link also! :-) Trying to watch my “Ps & Qs” in my enthusiasm :-)
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Hi Sara,
As @justjennifer already said, it looks like you’re referring to a self-hosted WordPress site.
Can you please let us know that site’s address so we can point you in the right direction of getting support?
Please note that these forums are for WordPress.com hosted sites only.
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Thanks everyone, I did end up needing to reach out to the host site which is not WordPress. Everything is squared away now.
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