Domain inaccessible: DNS_PROBE_FINISHED_NXDOMAIN Error

  • Unknown's avatar
    ecoquipe · Member ·

    Hi there,

    Our website https://www.lowcarbonfrance.org/ which is hosted on WordPress.com is down with error: DNS_PROBE_FINISHED_NXDOMAIN, and our Zoho mail adresses, linked to the same domain, are down as well. I tried to set up the SPF for the domain, but in my WordPress account, when I click on ‘my Site’, the ‘Domains’ section doesn’t show up (in fact nothing changes at all). So I cannot access my DNS settings. What should I do?

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

  • staff-totoro · Staff ·

    Hi there,

    Is it possible you created your site under a different login?  I do see lowcarbonfrance.org as listed in our system but it is under a different login than the account you are using now (@ecoquipe) to contact us here.

    Have you lost access to the other account you have with us? If so, please fill out this form here to the best of your ability: https://wordpress.com/wp-login.php?action=recovery

    This will send all the info you have to our account recovery team, and from there they will contact you directly to assist you in regaining access to the account that owns lowcarbonfrance.org, and from there help you with your site uptime issue.

    Hope this helps point you in the right direction!

  • Unknown's avatar
    ecoquipe · Member ·

    Hi staff-totoro , that could indeed be as the ecoquipe address was created AFTER we set up the domain. But many of our old email addresses have been deactivated by now (now that we were able to get @lowcarbonfrance.org email addresses, which ironically are also down at the moment due to this domain issue).

    Could you tell me under what login you see our site being listed? It would be of a great help to help us recover it, as we may not have any of the “proof of ownership” asked for on the “account recovery” form webpage.

    When I login as @ecoquipe, it is clearly listed that lowcarbonfrance.org is our website on my account page. Couldn’t that be used as proof of ownership?

    In advance, thank you for your help!

  • staff-mckluskey · Staff ·

    I had a look at your account, and it seems that, while you’re the owner of the account, the paid subscriptions were purchased from lowcarbonfrance. Those subscriptions have expired, and that is why your domain is not working as expected.
    You’d need to log into the account that owns the subscriptions to renew your plan and domain.

    If you do not remember which email was used there, you can use the transaction ID to regain access. Here’s how to find it: https://wordpress.com/support/billing-history/#retrieving-a-transaction-id.

  • Unknown's avatar
    ecoquipe · Member ·

    Hi staff-mckluskey and staff-totoro ! thank you, with your help, we were able to retrieve some transaction IDs on WordPress.com bills. However, when trying to retrieve our account using these on the page https://wordpress.com/wp-login.php?action=recovery , the form does not work because of the error “Sorry but the website you gave does not exist on WordPress.com. Is it a self-hosted WordPress.org website? “. I tried putting everything as the site url (www.lowcarbonfrance.org, http://www.lowcarbonfrance.org, https://www.lowcarbonfrance.org, https://lowcarbonfrance.org, lowcarbonfrance.org, lowcarbonfrance…..) but everytime, the same error.

  • staff-blorbo · Staff ·

    Please send an email to passwordhelp (at) wordpress (dot) com explaining the situation and listing those transaction IDs, and we’ll be able to help there. :)

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