Cannot reset password due to email not in service anymore
-
Hi, I have been trying to reset the password to my other site – https://mattsmediacorner.ca/ – because my account was “blocked for security purposes” but the email that is currently connected to the site and subsequent account is no longer in service and because of that the email never arrives and bounces back. I have asked account recovery multiple times to help fix this problem but they haven’t gotten back to me at all. All I need is a way to change my email connected to that website and account in order to reset the password like it wants me to do. I am currently using this backup account but this site has another account that is premium and is paying a yearly fee so I need it back ASAP.
Is there anyway that this can be fixed or am I just screwed?
The blog I need help with is: (visible only to logged in users)
-
Hi Matt, you’re definitely not screwed, this is a recoverable situation!
Since you have a premium account with an active yearly subscription and can prove ownership, the WordPress.com support team should be able to manually update the email address on your account. The key here is that you’re already logged into your backup account, which means you have a verified way to communicate with them.
Reach out directly at https://wordpress.com/help/contact from your backup account and make sure to mention that the account is premium with an active subscription, that the registered email is no longer active and is bouncing, and that you’ve already submitted account recovery requests without a response. Having your transaction ID or any billing details handy will really help them verify ownership and speed things up.
For reference you can also read about the account recovery process here https://wordpress.com/support/account-recovery/ which outlines what information helps staff verify ownership in situations exactly like yours.
Hopefully they get you back in very soon!
Kind regards
Guilherme
-
I have done all of that over the past several days and while they said they would get back to me within 24 hours, they have not. I have sent in multiple requests for this and none of them have done anything. I am just looking for a way to reset my password through a new email on that account. That is all.
-
I am still waiting on a response from WordPress support on this. I sent them a message about it three days ago and they said they would get back to me in 24 hours. They have not. Please respond, this is urgent.
-
Hi Matt, I completely understand your frustration. Waiting several days after being promised a 24 hour response is not acceptable, especially when you’re locked out of your own site.
Unfortunately without system access I’m not able to update your email or reset your password directly from here. What we’d suggest at this point is going back to https://automattic.com/contact/ and submitting a new request, this time explicitly mentioning that you were promised a 24 hour response three days ago and have still heard nothing. That kind of follow up tends to get escalated faster.
You can also try reaching out via Twitter/X at @WordPresscom as social channels often get quicker traction on stalled cases like this.
In the meantime it’s worth double checking if there’s any chance you still have access to the original email inbox, even a recovered or archived version, as that would be the fastest path to a password reset. WordPress.com’s guidance on account recovery is here https://wordpress.com/support/account-recovery/ in case any of those options apply to your situation.
Really hope this gets sorted for you today Matt!
-
I have sent another request. If I do not receive a request with the next 24 hours I will escalate this to legal action.
-
Hi @legionwrex
I understand how frustrating this can be. The 24 hours SLA should be respected in these cases. I hope someone from their staff can pick this up for you asap! Please, keep me posted here if you can!
Best regards
Guilherme
-
Hi,
It has been nearly 48 hours and I still haven’t gotten a proper response or solution to this.
-
Hi @legionwrex has this been resolved yet? I’ve been waiting 4 days to have someone resolve my case… it’s painfully frustrating that no one from wordpress is available to help especially when paying for the service!
-
Hi there,
We have been trying to reach out to you via mail, but it seems there was an issue with the mailbox. However, I just tried again and the email did go through this time.
Please reply to that email so we can continue helping you gain access to the WordPress.com account.
- The topic ‘Cannot reset password due to email not in service anymore’ is closed to new replies.
WordPress.com Forums 