Account recovery not working

  • Unknown's avatar
    lburesearch · Member ·

    Having tried the account recovery after the academic previously registered left the organisation (so email address now defunct) I am unable to submit the account recovery form. A new account is to be linked to the site and renewal paid for. Any help welcome.

    WP.com: Yes
    Correct account: Unknown

  • Unknown's avatar
    staartmees · Member ·

    First things first: What is the URL of the site you are talking about?
    As it seems you have a paid plan, you can use the Transaction ID to restore access to the account owning that site.

  • Unknown's avatar
    lburesearch · Member ·

    http://www.colecoproject.com
    I have tried using the transaction id on the account recovery form however it rejects when I try to submit as the url is not recognised. However, when I try to link the url to this account it notes it is already registered to another user

  • Unknown's avatar
    helper-heroponriki · Member ·

    If you have the transaction IDs from charges on this account, you can use the Account Recovery form to prove ownership of the site, then WordPress.com support can help you from there. You can find that form here:

    https://wordpress.com/wp-login.php?action=recovery

    Just fill out as much information as you have including an email address where Support can get in touch. The transaction ID will be on your bank statement as WordPress followed by a letter/number code. They’ll look like this:

    WordPress XXXXXXXXXX

    You’ll need the most recent transaction ID which would be from October 2020.

    You can read more about what the account recovery process entails here:

    https://wordpress.com/support/account-recovery/

  • Unknown's avatar
    lburesearch · Member ·

    Hi,

    Yes I have the transaction ID and yes I’ve tried to go through Account recovery.

    First time I try to submit it says I have to go through ‘recover password’ – I can’t do this as the academic email address tied to the account is now defunct as they have left the institution.

    Then when I try to re-submit the web form I get an error message that the ‘website you gave does not exist on WordPress. Is it a self hosted wordpress.org site?’

    If it is the latter how do I have a transaction receipt for it…and if its the former, how can I reset the password?

  • Unknown's avatar
    staartmees · Member ·

    According to WHOIS info your domain is registered by Automattic (or wordpress.com), https://www.whois.com/whois/colecoproject.com.
    But your site has been suspended by ICAN, “This domain has been suspended due to non-completion of an ICANN-mandated contact verification.”. You find all info to reactivate your site at http://www.colecoproject.com/

  • kokkieh · Staff ·

    Hi there,

    Please email passwordhelp[at]wordpress.com with the transaction ID you have, and someone will get back to you there.

    But we can’t help with account access issues here in the forums, as it’s public and we cannot discuss verification or login details here.

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