Billing problem

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  sonnegg27 · Member · Feb 1, 2020 at 6:03 pm

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  HI there, my website is deactivated because the domain mapping appearently expired.

  I haven’t received any notification and I can’t see any bill under ‘manage my purchase’. Usually the payment has always been charged automatically on my CC. What do I have to do to pay for the domain mapping and keep my website running?

  Thanks for helping
  Elisabetta

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  staff-mckluskey · Staff · Feb 2, 2020 at 11:28 am

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  Hi Elisabetta,

  the domain was mapped from a different account than the one you’re reaching us from. To be able to renew it, you’ll want to log out from this account and log into as sonneggzh.

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  sonnegg27 · Member · Feb 2, 2020 at 5:30 pm

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  The email address @sonnegg-zh.ch does no longer exist. What do I have to do then?

  Thanks for helping
  E.

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  staff-mckluskey · Staff · Feb 2, 2020 at 5:42 pm

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  In that case, please check out this page and fill out the Account Recovery form to regain access to the account:

  Recover Your Account

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  sonnegg27 · Member · Feb 4, 2020 at 7:04 am

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  Hi Fresatomica

  Thanks for your help. The account @sonnegg-zh.ch does no longer exist, it has been closed/ disabled a couple of years ago. Therefore, I can’t recover access to this registration address.

  What can I do? Does it help if I add a CC in the section “manage my purchases”? If user identification is required I can provide CC statement with the payment of the website in previous years as well as support chats around the payment and the setup…

  I need to have the website up and running again as soon as possible. Thanks for helping.

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  fstat · Staff · Feb 4, 2020 at 7:40 am

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  Hi there,

  Since this was a paid upgrade, you can provide us with the transaction ID as a proof of ownership so we can restore access to your account.

  Follow these instructions to retrieve that transaction ID from your card statement:

  View Your Billing History

  and then send it to us through this form:

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

  Please DO NOT POST any transaction details in this public forum. Use the form I linked above.

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  sonnegg27 · Member · Feb 4, 2020 at 6:51 pm

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  I can’t submit the account recovery form, because the website is now not even recognized on the system! “Sorry but the website you gave does not exist on wordpress.com…”.

  Is there another way to do this? It is really getting urgent and this form is not working.

  Thanks

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  staff-blorbo · Staff · Feb 4, 2020 at 7:13 pm

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  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.