Error Accessing Account

  • Unknown's avatar
    africaprogram · Member ·

    We have purchased business plan with the above URL. However, we cannot access it via log in. The forgot password function does not work, and we were previously told that we did not have a WordPress account, despite having an active subscription. We need to access our original account.

    Site: africaupclose.wordpress.com.
    WP.com: Unknown
    Jetpack: Unknown
    Correct account: Unknown

  • staff-totoro · Staff ·

    Hi there,

    I do not see any upgrades under your @africaprogram WordPress.com account when I check on our end. You can confirm by visiting this page: https://wordpress.com/me/purchases/.

    Is it possible you made your purchase under a different login? What is the URL of the site associated with the upgrade you are needing help with? I tried africaupclose.wordpress.com as you mentioned in your original post, but that is not a valid URL and there is no site there when I visit it.

    If you can give us a working URL, we’re happy to check in our system so we can take a closer look, thanks!

  • Unknown's avatar
    africaprogram · Member ·

    Our previous username was “ebarry”, but the login does not work. The ebarry account is the one with the purchased business plan.

    What we cannot access or understand is how our entire blog is no longer available. I made this second account so I could correspond with support/staff. The account is paid for, but even the “forgot password” function does not operate correctly.

    If you see below, you’ll see the example of our blog which was functioning earlier this year:

    Screenshot

  • aleone89 · Staff ·

    Hello there,

    Can you tell us the URL of the site shown in the screenshot please.

    Many thanks.

  • Unknown's avatar
    africaprogram · Member ·

    The URL in question should be:
    africaupclose.wordpress.com

    There was an attempt to map it to:
    africaupclose.wilsoncenter.org

    In this case, neither one is working, and we cannot access our wordpress site on the backend.

    Please advise.

  • Unknown's avatar
    helper-heroponriki · Member ·

    The URL in question should be:
    africaupclose.wordpress.com

    That is incorrect. As we’ve shared before, that is not a valid URL. That URL has been reserved for the user account africaupclose who registered their name in 2013 and that URL is reserved for their use, but has not been created.

    There was an attempt to map it to:
    africaupclose.wilsoncenter.org

    Thanks for that extra detail. The domain mapping is tied to africaupclosewilsoncenter.wordpress.com, which has a Business subscription, but is not tied to the account you’re currently logged into. We can’t advise on account status to anyone other than the account owner.

    Since there isn’t a site there, looking at the Internet Archive for The Wilson Center, it looks like there was a website at africaupclose.wilsoncenter.org previously: https://web.archive.org/web/20210214231808/https://africaupclose.wilsoncenter.org/ (capture from February 2021)

    Looking at the page source, that archived site was not hosted here at WordPress.com because it’s missing our stats tracking Javascript file.

    Simply signing up for a WordPress site and mapping a domain will not recover nor transfer your website to us, so you will need to reach out to whomever you were hosting that site with previously – hopefully they’ll have a backup of your site that you can use to restore your site then you can work to transfer your site here and regain your site access.

    I hope that clarifies things!

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