can’t access LIVE CHAT w/ Support Team
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THE INFO below from WordPress DOES NOT WORK. All I’m getting is the forum when I need live chat!!! No ‘chat’ button is available to click, only the ‘ask the forum’ button. How do I get to live chat???
How to Access Live Chat Support
When you are logged into WordPress.com, click on the blue and white ? icon in the lower right corner to access all of o
ur Help resources. Then, click the Contact Us button. Type your question in the box under “How can we help?” and then press Chat with us to begin the chat session. -
Hi there, the Live Chat feature is available to WordPressdotcom users who have a paid upgrade on their website. Otherwise all support questions are routed here to our forum where volunteers and WordPressdotcom Staff assist. https://en.support.wordpress.com/help-support-options/
Let us know which WordPressdotcom website you are working on and what question you have.
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FYI, I have two premium WP sites (plus approximately 3 regular sites) and I still could not get to Live Chat support.
I can’t click on any blue & white help icon, as suggested, because my problem is that I cannot log back into my sites.
Basic Problem: when I log out of my accounts, I cannot log back in. Error messages range from incorrect user name or password (which have not changed and are being entered correctly) to I don’t have administrative permission to access my admin area (when I add /wp-admin to the url).
When attempting to log back in I use my same bookmarks on my Chrome toolbar, which automatically enters the correct password, or I launch from LastPass, which has the correct information and has worked hundreds of times before.
Let me speculate on what I suspect is at least related to the problem…
My WP sites are connected to my yahoo email account. The primary outgoing email carrier on my computer is gmail, although it is set to retrieve my yahoo email. I wonder if when I attempt to log in, WP can tell that I am in gmail on my computer and that fouls things up. Yes, I know that you can choose either user name or email provider on the login page when logging back into WP. I have tried both multiple times, entered the correct password, and still received the “incorrect pw” error message.
Very frustrating. At times I have hit the button that allows you to sign in with your google account, but I think that only generates additional empty WP sites, still doesn’t get me where I need to go. And I may have been in one of those new (non-premium) sites when I attempted to get to Live Chat, and couldn’t.
I did find a solution or at least a workaround. On the log in screen there is an option to request an email link from my yahoo email account. When it arrived I was able to click in. Now my bookmarks and LastPass accounts work again.
But why would the yahoo email link sent to me from WP work when on the login page I enter my yahoo email address and that doesn’t work?
I am afraid to log out again because of the hassle of getting back in.
Any suggestions on how to seamlessly log back into my account after logging out would be appreciated.
John
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In order to access Live Chat support, you’ll need to be logged in as the account which owns the paid plan.
In this case, oopsjohn is the account you’ll need to be logged in as. It owns the paid plans, and has access to those sites as well.
I suspect the earlier issue you’re referring to is because oopsjohn344973520 has no paid plans and also has access to no sites.
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Okay, got it! You have to have a paid plan and be logged in to access live chat. I have a paid plan but the problem is that I can’t log in. Outta luck, I guess.
As far as “oopsjohn344973520” goes, I have no idea where that weird name came from. It seems to get automatically populated as a user name by default. I always delete it and enter the correct login information when trying to log in, to no avail.
None of this would seem to explain why launching from tried & true bookmarks and/or LastPass logins doesn’t work as usual?
Thanks.
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I have a paid plan but the problem is that I can’t log in.
You are currently logged in though as the right account
oopsjohn, or you wouldn’t be able to post here asoopsjohn.Outta luck, I guess.
No, just go to https://wordpress.com/help/contact and you can reach live chat there as long as you’re logged in under the right account;
oopsjohn, which you are currently logged in as.As far as “oopsjohn344973520” goes, I have no idea where that weird name came from.
That was the account you logged in as in order to start this forum thread. That’s also why you couldn’t reach live chat support, because that account doesn’t have access.
It seems to get automatically populated as a user name by default.
Maybe you have that stored in a password manager somewhere?
LastPass logins doesn’t work as usual?
I’m guess you just have the wrong account stored in LastPass, or some other password manager.
You can reach live chat at https://wordpress.com/help/contact as long as you’re logged in under the right account;
oopsjohn, which you are currently logged in as. -
“No, just go to https://wordpress.com/help/contact and you can reach live chat there as long as you’re logged in under the right account; oopsjohn, which you are currently logged in as.”
Thank you for responding, but something seems to be getting lost in the translation.
Yes, I know that I am logged in now. I know that I can access live chat now that I am logged in to a premium account. I do not need live chat now.
Last night I was logged out. I could not log in. I needed live chat then but the link would not work because I was not logged in to a premium account.
Seems like a catch-22 when you need live chat to help you log in but you can’t reach live chat because you are not logged in.
“I’m guess you just have the wrong account stored in LastPass, or some other password manager.”
No, I have the correct info stored in LastPass as well as my other pw managers. LastPass worked BEFORE I logged out last night, and works NOW that I have managed to log back in. The login information is the same, hasn’t changed. It just didn’t work to log me back in when I was logged out. Why would it work one day, not work the next day, and then work again the following day? The info has remained the same.
Let me recap the problem I am seeking an answer to:
1. when I am logged out I cannot log back in
2. I cannot log back in when attempting any of three methods:
(a) entering the correct username and pw in the logon fields
(b) entering the correct email address and pw in the logon fields
(c) launching LastPass which enters the correct information automaticallyAs stated earlier, I am logged in right now. However, I need to log out again in order to log onto a friend’s account who has requested help reorganizing.
I am afraid that history will repeat itself and I will not be able to log back in – or access live chat because I will not be logged on.
Thank you for helpful suggestions as to why I can’t log back on using normal log on procedures when I am logged out.
John Hayes
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Seems like a catch-22 when you need live chat to help you log in but you can’t reach live chat because you are not logged in.
We have other options available when you need help logging in: https://en.support.wordpress.com/account-recovery/
Live Chat is one of our paid features though, so we have to make sure you’re logged in under an account with a paid plan. We can’t just have it open to everyone at this time.
launching LastPass which enters the correct information automatically
If the information LastPass enters is rejected as either by our login form, then unfortunately I’d say the information in LastPass is not correct.
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Thanks for confirming that Live Chat cannot be used to help you log on to a site because you have to already be logged onto a site to use Live Chat to help you log on.
“If the information LastPass enters is rejected as either by our login form, then unfortunately I’d say the information in LastPass is not correct.”
LastPass worked two days ago.
LastPass did not work yesterday.
LastPass works today.
No changes were made to the information it contained.You seem to be saying that LastPass arbitrarily decided to alter the correct info to incorrect info and then back to the correct logon info again – in the space of three days and all without outside input.
Interesting…
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Hi John,
I talked to you last night and you were able to get to the right account, which you’re posting under now. I believe that you reset the login for oopsjohn as it wasn’t working. Lastpass may have updated with that new password. I would suggest deleting the wrong account, if not from WordPress.com completely then maybe from Lastpass to prevent the wrong account information being filled?
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