Cannot access production site. I am a paid business customer.

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  qcaajohn · Member · Sep 3, 2024 at 2:39 am

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  Hi,
  I am a paid business plan customer.
  I used to be able to see my production site when visiting https://wordpress.com/sites.
  I requested access to the staging site (ticket #6433839) and now I can only see the staging site when accessing https://wordpress.com/sites.
  I need you to add the production site back to https://wordpress.com/sites as I must access SFTP urgently.

  I have already requested this (#7990264) but the issue was unresolved.

  Also, why can’t I access paid support? No matter how hard I try I get a chat bot or forced to post in public forums. Why would I have access to a business plan staging site if I was a free user? This does not make sense.

  WP.com: Yes
  Jetpack: Yes
  Correct account: Yes

  The blog I need help with is: (visible only to moderators and staff)

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  staartmees · Member · Sep 3, 2024 at 3:54 am

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  You already got answered 4 months ago but then you never followed up – https://wordpress.com/forums/topic/why-cant-i-access-paid-support-on-business-account/

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  staff-happychia · Staff · Sep 3, 2024 at 4:31 am

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  Hello @qcaajohn

  I am sorry for the trouble, but the good news is I just fixed the problem with your website and emailed you.

  Please respond to my email message if you still need any other help!

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  qcaajohn · Member · Sep 3, 2024 at 4:32 am

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  @staartmees
  No that’s not correct.
  WordPress.com support reached out to me directly via email (support ticket #6433839) where it was confirmed that I was a paying customer.
  In fact, I have just been contacted by customer support and we are working on the staging site issue.
  Please get your facts straight before responding.

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  qcaajohn · Member · Sep 3, 2024 at 4:40 am

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  Thank you @staff-happychia for sorting this out I can now see the primary site under my sites!!

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  staartmees · Member · Sep 3, 2024 at 7:09 am

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  Hold your horses chap! I’m a volunteer on this forum and volunteers don’t have access to support tickets.

  Last info I can see is when a Staff member answered “The email address you are contacting us is not associated with the account that purchased the subscription for that site.” – https://wordpress.com/forums/topic/why-cant-i-access-paid-support-on-business-account/#post-4039055

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  justjennifer · Member · Sep 3, 2024 at 1:10 pm

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  @qcaajohn glad you were finally able to sort this out with WordPress.com support.

  Hopefully you also now have direct access to paid support under your business account and so won’t need to post to our community forums. But, in case you do need to, please keep our Best Practices and Community Standards in mind. Thanks.