Account Recovery proving impossible

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  moonrabbit13 · Member · Nov 6, 2017 at 5:42 pm

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  I am trying to help my customer recover her wordpress.com blog. The problem is that she has moved and changed her email address and has changed computers. She has none of the the things requested such as transaction ID or Activation URL or Two factor activation code. she has her old email account, her new email account and there is a picture of her on the front page. Is this hopeless?

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  timethief · Member · Nov 6, 2017 at 9:36 pm

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  There is only one means of account recovery.

  If your client checks each and every possible email address and account and is not successful gaining access to the blog(s) then she must complete the form for account recovery at this link https://en.wordpress.com/wp-login.php?action=recovery and submit it to the Account Recovery Staff, and provide proof ownership, so they can contact her by email ie. not on these public support forums, which are available to everyone with internet access.

  Support Staff cannot breach the privacy policy and provide the log-in information. She has to provide proof ownership to Account Recovery Staff to gain access https://en.support.wordpress.com/account-recovery/

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  moonrabbit13 · Member · Nov 6, 2017 at 10:52 pm

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  Hi Timethief

  Problem being she cannot tick any of these

  Do you have a transaction ID?
  Do you have an activation URL or key?
  Do you have two factor authentication codes?

  and you cannot submit without checking one of them. :(

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  timethief · Member · Nov 6, 2017 at 10:55 pm

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  I’m sorry but only Account recovery Staff can help in cases like this one.

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  staff-doublebassd · Staff · Nov 6, 2017 at 11:45 pm

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  Hi there,

  she has her old email account

  So your customer still has access to the email associated with the WordPress.com account that you all are trying to regain access to? If so, that is all she will need in order to access the account.

  She can enter that email address in the password recovery tool. Please check your spam folder for the recovery email if you don’t receive it in your inbox immediately:

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

  Let me know if that is the case and I’d be able to assist further.

  Thanks,

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  timethief · Member · Nov 6, 2017 at 11:50 pm

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  @moonrabbit13

  staff-doublebassd

  I apologize for missing that. :(

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  moonrabbit13 · Member · Nov 7, 2017 at 6:18 am

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  Yes, I can put in her old email to which she no llonger has access, but to submit you have to tick and fill out one of these:

  Problem being she cannot tick any of these

  Do you have a transaction ID?
  Do you have an activation URL or key?
  Do you have two factor authentication codes?

  She no longer has access to her old email, either.

  and you cannot submit without checking one of them. :(

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  moonrabbit13 · Member · Nov 7, 2017 at 6:34 am

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  I think this may be hopeless. Do you have an email address where she could email the account recovery staff? Thanks to you both, by the way.

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  staff-doublebassd · Staff · Nov 7, 2017 at 11:14 am

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  Hi there,

  Yes, you can contact us here:

  help@wordpress.com and just put Account Recovery into the subject line. However, if you no longer have access to the email address, it will be difficult to regain access to the account.

  Thanks,

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  moonrabbit13 · Member · Nov 7, 2017 at 6:29 pm

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  Thank you so much, I will get her to give it a try.

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  staff-doublebassd · Staff · Nov 7, 2017 at 8:02 pm

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  You’re welcome!