Can’t log into my website editor – need a phone number for support!

  • Unknown's avatar
    lhays134783116 · Member ·

    I changed our website url under the General Settings. It was set as hillcresttransitionalhousing.org. I changed it to hillcrestkc.org. I saved the settings and was immediately transferred to the WordPress log-in screen. Now I cannot log in. Our site is also struggling through an endless cycle of url redirects. I think I blew up our site. :( Does anyone have a phone number for Support so I can get this fixed ASAP?

  • Unknown's avatar
    lhays134783116 · Member ·

    After some additional troubleshooting I discovered, you can access specific pages on our website like hillcrestkc.org/about or hillcresttransitionalhousing/apply. But trying the main url gets you stuck in endless redirects.

    Still, I can’t log in to my own page to correct it.

  • Unknown's avatar
    themagicrobot · Member ·

    There is no telephone support at WordPress.com. You’ve just created a WordPress.com account but your site isn’t hosted at WordPress.com so your best bet is to ask for advice from your host CloudFlare or register an account at:
    https://wordpress.org/support/

    WordPress.com vs. WordPress.org

  • Unknown's avatar
    lhays134783116 · Member ·

    Thanks for the information. I use WordPress as my site editor, and that is where I changed the setting that messed up my website. Now I can’t log in to my WordPress account. Do you still think Cloudflare has something to do with it? I have never heard of Cloudflare.

    FYI My log-in for editing our site through WordPress didn’t work for me to post in the forum, so I had to create new account just now.

  • Unknown's avatar
    lhays134783116 · Member ·

    Here is where I usually log in: http://www.hillcresttransitionalhousing.org/wp-admin/edit.php?post_type=page. Now, when I enter my username and password and click Log In, nothing happens. The screen simply refreshes.

  • Unknown's avatar
    themagicrobot · Member ·

    Do you usually access your site(s) via a different WordPress.com account with a JetPack plugin?
    I was looking at a Whois:

    Domain:hillcresttransitionalhousing.org
    Registrar:Domain.com, LLC
    Name Servers:
    kate.ns.cloudflare.com
    mario.ns.cloudflare.com

    Domain:hillcrestkc.org
    Registrar:GoDaddy.com, LLC
    Name Servers:
    jean.ns.cloudflare.com
    pete.ns.cloudflare.com

    I have added the modlook tag to ask if a member of WordPress.com staff could respond.

  • Unknown's avatar
    lhays134783116 · Member ·

    I don’t. I usually access it through that link i sent, and my username is literally just “Laura”.

    Thanks for trying to help me!

  • supernovia · Staff ·

    Hi @lhays134783116, just to clarify, are you trying to log in via hillcrestkc.org/wp-admin or via wordpress.com itself?

    I’ve seen this issue on self-hosted, self maintained sites before. You can find some tips for fixing it here:
    https://codex.wordpress.org/Changing_The_Site_URL

    I recommend contacting your host about backups as well: you should know how to restore backups in case of a situation like this, and you’ll also want to be sure you’ve got working backups before making changes.

    Noting as well, you’ve reached the forums for services provided by WordPress.com, rather than the forums for the free software you’re using. You can find those at https://wordpress.org/support

    And we have more information on the differences here: http://en.support.wordpress.com/com-vs-org/

    Basically we can provide support for our services, and the community at WordPress.org can help with the free software. I hope this helps!

  • Unknown's avatar
    lhays134783116 · Member ·

    Thanks for the helpful information. Unfortunately, I cannot log in to my site. That is the whole hang-up. Once logged in, I can restore a back-up or just change back the setting.

    Thanks for pointing out the .org vs .com. I’m on the wrong site!

    If anyone can help me get logged into my site, I would LOVE the help. Thank you.

  • Unknown's avatar
    thesacredpath · Member ·

    Hi there, I’m seeing your site when I go to hillcresttransitionalhousing.org, so it looks like you may have gotten this fixed.

  • Unknown's avatar
    jayarmstrongjohnson · Member ·

    Hi! I am experiencing this exact issue if you were able to fix it PLEASE share with me how you were able to accomplish it. I need my website functioning ASAP!

  • supernovia · Staff ·

    Hi folks, if changing the site URL makes it so the site loads up fine but wp-admin does not, the article I mentioned earlier includes a few options for fixing it. You need to log into your hosting account (not wp-admin) to take care of it:
    https://codex.wordpress.org/Changing_The_Site_URL

    Your host may need to help with this, particularly if you have any forced redirects on your hosting account.

    Also, this can not happen with most sites on our servers because we lock down that setting.

    You would want to use the community forums over at https://wordpress.org/support for further help. Or, if you want to move your site to our services so that you’ll have direct access to paid support, here’s how to do that (after you’ve regained wp-admin access).

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