Client Cannot Access WordPress Website

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  thekronikler · Member · Apr 3, 2024 at 12:44 am

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  I help manage the website of a client on a monthly basis. She runs an organization known as the Saved by Grace Foundation (sbgfoundation.com) and recently arranged to switch to a new hosting service (Hostinger) in order to save on expenses. Though I succeeded in helping her make the switch, we recently encountered an issue with viewing the site, whether as guests or administrators via sbgfoundation.com/wp-admin. Recently, Hostinger sent my client the following message via e-mail:

  ‘Security issues detected on your sites

  We found outdated and/or compromised components in the following websites:

  sbgfoundation.com:

  Plugin: Elementor; Plugin: Elementor Pro; Plugin: ElementsKit Lite; Plugin: PDF Viewer for Elementor; Theme: Astra’

  My suspicion is that our difficulty in accessing the site is due in part to these faulty plugins. However, an equally (if not more so) serious issue is the fact that my client’s WordPress platform is not presently “pointing” to Hostinger; Though her domain was moved to Hostinger, the nameservers on her WordPress have yet to be updated.

  This update would be an easy fix were it not for the fact that we are presently unable to access the site at all, even to manage the settings. The site won’t even display. Would it be possible for us to receive assistance from a WordPress technician so that we can access the site? I’m a designer, not an IT specialist, and any advice would be greatly appreciated.

  The blog I need help with is: (visible only to logged in users)

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  deancroyal · Staff · Apr 3, 2024 at 2:27 pm

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  Hi there – sbgfoundation.com is currently pointing to SiteGround servers. If your goal is to update those to Hostinger, I recommend doing two things:

  1. Look at the publicly available ownership info for the domain: https://whois.domaintools.com/sbgfoundation.com
  2. Talk with your client to learn where they own the domain, who they’re paying for that. I see it’s possible they may own with either Google Domains or Squarespace (GD sold their domain business to Squarespace just over a year ago.)

  One thing I see for sure is the domain is not owned here at WordPress.com so this is as far as we can go. Once you find out where the domain is owned, that should help get this going in a better direction. We hope you are able to find that soon.