Billing

  • Unknown's avatar
    mikepember · Member ·

    I have had money taken out of my account and I don’t know what for

    WP.com: Yes
    Correct account: Yes

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

  • ericfri · Staff ·

    I’ve marked this for the staff to have a look at. They’ll get back to you shortly.

    Cheers,
    Eric

  • Unknown's avatar
    mikepember · Member ·

    Thanks Eric. The billing might be related to https://superiorsections.wpcomstaging.com/
    Either way, £27.00 has been taken out of my account for the last three months and I don’t know why?

  • staff-sheva · Staff ·

    Hi @mikepember,

    The superiorsections.wpcomstaging.com is on a monthly Business plan. If needed, you can cancel this by logging into the user account that owns the plan upgrades, and then going to Personal Settings → Purchases → Active Upgrades here: https://wordpress.com/me/purchases

    Please note that our refund policy for monthly plans is 7-days, as outlined here: https://wordpress.com/support/manage-purchases/#refund-policy

    Hope that helps.

  • Unknown's avatar
    mikepember · Member ·

    Hello. I do not have access to the Personal Settings → Purchases → Active Upgrades for superiorsections.wpcomstaging.com as the only one that shows on my account is https://happyhomesadamgale.wordpress.com/ and I do not pay for that.

    I cancelled my subscription to superiorsections.wpcomstaging.com months ago, so I have been paying for something I have not received. You will see that there is no Active Upgrades and no Billing History, so what exactly have I got for my money and how do I cancel it?


  • staff-totoro · Staff ·

    Hi there,

    I do not see any upgrades under your @mikepember WordPress.com account when I check on our end. You can confirm by visiting this page: https://wordpress.com/me/purchases/.

    Is it possible you made your purchase under a different login? I can confirm that superiorsections.wpcomstaging.com is registered at WordPress.com but is under a different account and not your mikepember login.

    If you do not recall how to log in to your other account you can fill out the form here to get assistance from our Account Recovery team: https://wordpress.com/wp-login.php?action=recovery

    On that form you will be asked to provide a transaction ID for your purchase, which you can typically find on your credit card statement. More info on how to find that here: https://wordpress.com/support/billing-history/#retrieving-a-transaction-id

    Once our account recovery team assists you with accessing your correct account for superiorsections.wpcomstaging.com we are happy to help with canceling upgrades and any other actions you wish to take with that account. Thanks!

  • Unknown's avatar
    mikepember · Member ·

    Hello,

    That doesn’t work. I cannot gain access to the account superiorsections.wpcomstaging.com. The only email address that I would ever have used takes me to an account that does not have superiorsections.wpcomstaging.com attached to it. How do I find out what the login details are for that account. There message I get when I tried your link say “Your contact email is the same as your account – if you can receive emails you should try the password reset form instead.” But I can already access the @mikepember (email visible only to moderators and staff) account, superiorsections.wpcomstaging.com is not on there?

  • Unknown's avatar
    helper-heroponriki · Member ·

    We cannot provide those login details for security reasons unless you can prove ownership of the account and we have a procedure to do this that you will need to follow.

    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

    Make sure you check the “I don’t know my registered email or username” box because you don’t know your registered username or email address.

    Then fill out as much information as you have including an email address under the “What email address should we contact you at?” section 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 can read more about what the account recovery process entails here:

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

    Let us know if anything is unclear.

  • Unknown's avatar
    helper-heroponriki · Member ·

    @mikepember – I moved that other reply to it’s own thread and your response was posted there, which I deleted it there but will reply to you here.

    Transaction IDs will never use the letter O – it indicates the number zero (0).

    If that doesn’t work, please send an email to passwordhelp (at) wordpress (dot) com explaining the situation, and we’ll see if there’s anything we can do for you.

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