Cannot reset my username/password

  • Unknown's avatar
    allamericanbushing · Member ·

    Hello,

    I am the owner of this domain: allamericanbushing.com

    Our design agency who built our website set up our account on WordPress. However, the password they provided no longer works and they are unable to reset the password for us.

    I’ve tried recovering the password on my end but received “invalid username or email” (see screenshot below).

    Screenshot: https://ibb.co/fvYVGf6

    I also tried resetting the password on account recovery but it asked for proof of ownership which I do not have since I didn’t set up the account.

    Can someone please assist me?

  • staff-blorbo · Staff ·

    Hello, I’m sorry to hear that you are having trouble with your website. However, your site is not hosted with WordPress.com. It is a site using the open-source WordPress software (from WordPress.org) but hosted with Picanto Hosting.

    Because WordPress.com and WordPress.org are two entirely separate entities, we cannot access files or data for sites that are hosted elsewhere, so WordPress.com staff can only assist with sites that are hosted on our servers. You can find more information here about the differences between WordPress.org software and WordPress.com: https://wordpress.com/support/com-vs-org/

    https://wordpress.org/support/ is a great resource for sites using the open source WordPress.org software, and you can find support for that at: https://wordpress.org/support/forums/

    And, they do have some options for you at https://wordpress.org/support/article/resetting-your-password/

    Your hosting provider’s support team may also be able to assist.

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