Can’t login
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I just got the annual charge to my credit card for my company’s website, but am unable to login. There has been turnover and the previous email that was used to login is no longer active. And nothing shows under my email account. WPEngine won’t connect me with an ‘live’ agent because it says I don’t have a paid plan…BUT I DO. It’s just under some invalid email now. But the charges are hitting my credit card. How can I get someone to transfer our account to my email????
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Hey – I can understand how frustrating this situation must feel, and I’m here to help.
If your purchase was made through WordPress.com and you signed in with the email you’re using to contact us, I can confirm there was an account under that address. However, it doesn’t have any active paid subscriptions, which is likely why you were seeing the message about not having a paid plan.
You also mentioned WPEngine, which is separate from us. They provide hosting for self-managed WordPress.org sites, while we’re separate from them. Here’s a quick guide on the difference: https://wordpress.com/support/com-vs-org/
To confirm where your website is hosted, you can use this tool:
https://wordpress.com/site-profilerIf it turns out your website is hosted with us, please email us at help@wordpress.com from any active email address and include:
- A screenshot of the charge or the transaction ID from your billing statement. Here is how to find:
https://wordpress.com/support/billing-history/#on-your-credit-card-statement
Once we have that info, we’ll be able to locate the account and help get things sorted!
- A screenshot of the charge or the transaction ID from your billing statement. Here is how to find:
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