Cancel billing when I do not have the password of the account.

  • Unknown's avatar
    cristinadguev · Member ·

    Hello! I am writing to help my brother with cancelling billing, however he has forgotten the password of his account, lives outside the US, and cannot contact WordPress over the phone. I have just been trying to call as well, and cannot speak to anyone. His email is (email visible only to moderators and staff). His page was https://francisco-stake.family. He has barely used it in 2019, and was now charged for 2020. Would like to please 1) cancel and 2) refund for 2020, since its been only a few days.

  • Unknown's avatar
    staartmees · Member ·

    wordpress.com doesn’t have phone support, so you must have been calling someone else.
    Only the owner is able to cancel. As you have a paid plan, go to https://wpchrg.wordpress.com/ and click on ‘How do I contact you’ to contact the Billign Team.

  • kokkieh · Staff ·

    Hi there,

    Does your brother still have access to that email? If so, he can request a password reset link by typing in that email address on https://wordpress.com/wp-login.php?action=lostpassword

    Once he’s logged back into the account, he can contact support at https://wordpress.com/help/contact for help cancelling and refunding his upgrades.


    @staartmees    , the wpchrg site is useful for when someone has a charge for WordPress.com but don’t know what site is for.

    In this case the OP knows the site, so directing them to account recovery is a better option.

  • Unknown's avatar
    cristinadguev · Member ·

    Hello.

    I can’t believe how complicated it is to actually get in touch with someone who can help me!

    No, my brother lost the password of the email account, so he can’t log into that email. He has not used WordPress in over a year, so the billing came as a surprise. He can’t log back in to cancel it, because he forgot both the passwords of the WordPress account and his email account (he is young.. and my mother is now very pissed!).

    I was told I would be contacted by the billing account but have heard nothing in a few days. There should be a number to call to get assistance ASAP with these sort of issues.

    Any ideas how I can solve this issue? Basically,

    1) He forgot his WordPress password
    2) He cannot have the WordPress password sent to his email because he can no longer access that email
    3) We need to cancel the billing ASAP as the WordPress account is not being used.

    Thank you!

  • staff-doublebassd · Staff ·

    Hi there,

    We do not provide phone support because many of the issues we discuss require frequent reference to web links and code.

    https://en.support.wordpress.com/live-chat/#phone-support

    Based off the issues you listed, you will need to have your bother fill out our account recovery form, we’ll see what we can do to assist him in regaining access to his account so that he can get a cancellation of his upgrades.

    He can use the transaction ID on his bank statement from when he purchased the upgrade to submit the account recovery form.

    If he is unable to fill out the form, please contact our Account Recovery Team directly at passwordhelp@wordpress.com

    Please visit our support page for more information on recovering your account.

    Thanks!

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