Cannot log in

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  dpb517 · Member · Oct 3, 2018 at 8:20 pm

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  Our website is down. We do not know the password. The email address on file with wordpress no longer exists so we cannot reset the password. Another party built the website and has all the verification information. We have no idea where they are today. We need to get to our dashboard to fix the problem. We need Help and cannot find anyway to contact wordpress.

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  staff-zinnia · Staff · Oct 4, 2018 at 4:32 pm

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  Hi – What is the site URL? Happy to take a look and get you pointed in the right direction for help.

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  dpb517 · Member · Oct 4, 2018 at 4:33 pm

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  crystalfilm.com

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  gemmacevans · Member · Oct 4, 2018 at 10:36 pm

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  Thanks — crystalfilm.com is a WordPress.org site hosted by HostGator, rather than WordPress.com:

  WordPress.com vs. WordPress.org

  It looks like the site is no longer online so I recommend contacting your host for more information because it looks like the server is undergoing maintenance. The WordPress.org support forums will be the best place to post if you need any further help — we can only help with WordPress.com sites here.

  Please let me know if you have any questions.

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  dpb517 · Member · Oct 4, 2018 at 10:48 pm

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  The server is not undergoing maintenance. We were shut down by Host Gator because the Google crawlers are hitting our site 1000’s of times an hour. Our wordpress file has been corrupted and we need to get tot he dashboard to clean up the mess. The only reason I am looking for help is because our website is down. If it was not down, and if Host Gator had not informed me they shut us down, I would not need the help. Telling me our website is down is not helping at all. I need to get into our wordpress file and wordpress has an obsolete email address so I cannot receive the reset password email.

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  garysixtyeight · Member · Oct 4, 2018 at 11:13 pm

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  I need to get into our wordpress file and wordpress has an obsolete email address so I cannot receive the reset password email.

  Hi @dpb517,

  The site’s files and database (which contains the login details) are all on Hostgator’s servers. Nobody here at WordPress.com or WordPress.org has access to them.

  wordpress has an obsolete email address so I cannot receive the reset password email.

  The login details for the site can be changed by editing the database in the control panel of your hosting account, or by editing wp-config.php using the file manager in your hosting account.

  How to reset the password without admin access: https://codex.wordpress.org/Resetting_Your_Password

  If your site is down due to exceeding its allocated resources, you can try temporarily disabling all plugins (without admin access) by renaming the plugins folder in /wp-content/ using FTP or the file manager in your hosting account.

  If you need help with either of those, the best people to contact are Hostgator support – everything you need to access is on their servers. If you get through to a competent & helpful member of their support team, they should be able to help you.