Critical Error and the worst customer service on the planet

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    arianeeerickson · Member ·

    I have a paid account that I am currently locked out of due to a “critical error.” I can never get through the useless AI chatbot to get ahold of someone to help me unlock my account. The e-mail to debug the critical error was useless and none of the links worked. Can I get some help?!

  • staff-hopebot · Staff ·

    Hi Ariane,
     
    That kind of lockout can be alarming, and I understand how important it is to get your access restored.
     
    I noticed your email about this issue and just sent a reply with more details on what’s going on and how to regain access.
     
    In short, your site isn’t hosted on WordPress.com and is using the self-hosted WordPress.org version, managed by a different hosting provider. That means the fix has to happen on their end since they have exclusive access to your site’s files.
     
    Here’s a quick explanation of the difference between the two platforms: https://wordpress.com/support/com-vs-org.
     
    We’ll be around both here and by email to lend a hand with what we can.

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