Formatting of the site has changed

  • Unknown's avatar
    alexandracohill0391 · Member ·

    All of the sudden the formatting of our blog has reverted to an older version. Does anyone know why this might have happened?

    WP.com: Yes
    Correct account: Yes

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

  • staff-totoro · Staff ·

    Hi there,

    From what I can see the upgrades on this site WordPress.com Premium Plan and domain connection for theperch.blog) were not renewed and instead expired and were removed from the site.

    Please note that these upgrades are not under your account, but instead under the WordPress.com account of the admin who set up this site for your organization. You can see who set up the site here: https://wordpress.com/people/team/newsbrillaschools.school.blog

    Please reach out to Isabel and ask them to contact us at https://wordpress.com/help/contact so we can assist in getting these upgrades restored to the site. Thanks!

  • Unknown's avatar
    alexandracohill0391 · Member ·

    Hi Jerry,

    Thank you for this! Isabel no longer works with us. I am the only one responsible for this blog site.

    Would you be able to assist me in getting this fixed?

    Best,
    Alexandra

  • aleone89 · Staff ·

    Hello there,

    You would need to recover the underlining account that manages those purchases.

    This can be done as per these instructions here: https://wordpress.com/support/account-recovery/#account-recovery-form

    I hope this helps.

  • Unknown's avatar
    alexandracohill0391 · Member ·

    I have tried multiple times using that link – but it is not working. I have access to my own account. The problem is that the person who was the first administrator, Isabel, no longer works for us. Can someone please give me a phone call or assist in getting this fixed for me? It is urgent.

  • Unknown's avatar
    alexandracohill0391 · Member ·

    I have tried multiple times using that link – but it is not working. I have access to my own account. The problem is that the person who was the first administrator, Isabel. Can someone please give me a phone call or assist in getting this fixed for me? It is urgent.

  • Unknown's avatar
    themagicrobot · Member ·

    The problem is that the person who was the first administrator, Isabel, no longer works for us.

    You’ll need to reach out to her and get her to log in (or give you all the log in details) to transfer ownership of site/domain to you if she is still currently the registered owner.

  • Unknown's avatar
    helper-heroponriki · Member ·

    @alexandracohill0391 we don’t have phone support, but we should be able to get you sorted this way.

    We have a strict policy in place to protect our users from third parties who might try to use our support system to gain access to other users’ accounts, which is why you need to go through our Account Recovery process in order to gain access to the account.

    If you have the transaction IDs from charges on this account, you can use the Account Recovery form to prove ownership of the site, then WordPress.com support can help you from there. You can find that form here:

    https://wordpress.com/wp-login.php?action=recovery

    Just fill out as much information as you have including an email address where Support can get in touch. The transaction ID will be on your bank statement as WordPress followed by a letter/number code. They’ll look like this:

    WordPress XXXXXXXXXX

    The transaction you’ll need will be from 2020-10-09.

    You can read more about what the Account Recovery process entails here:

    https://wordpress.com/support/account-recovery/

    Hope that clarifies things.

  • Unknown's avatar
    brillawebmaster · Member ·

    Okay, I was able to recover her account and am now in it. Looks like we probably missed a payment since I wasn’t getting any emails or notifications. What do I need to do now to get the site restored to our graphics?

  • Unknown's avatar
    brillawebmaster · Member ·

    I paid for a business account, but we need our old theme restored. I tried to look and I don’t see how to view or access it. Hopefully it can be restored!

  • staff-totoro · Staff ·

    Hi again,

    Sadly it appears that newsbrillaschools.school.blog used a theme that is no longer available: https://wordpress.com/theme/puzzle/newsbrillaschools.school.blog

    To explain, when we retire a premium theme like this, we don’t remove it from any site that is using it currently. However, the premium plan was included in your previous upgrade, so when that expired the theme was removed (along with the plan) and at this point it can’t be restored. We do not have a way to create a new activation for a retired theme like this.

    We don’t have a way to see your site as it was (before the expiration) but I wonder if a theme can’t be found to replace what you had. Can you describe what your homepage looked like previously? Was it similar to the demo theme linked above, and had blog posts displayed in visual grid with images?

    Thanks for the additional info!

  • Unknown's avatar
    brillawebmaster · Member ·

    Oh no!!!

    Yes, blog posts were displayed with pictures in a visual grid like in the puzzle.

    The most important thing is that it had our branding, official colors and fonts etc.

    The style needs to match the branding for our website (also hosted on wordpress) which is here:

    Home

  • Unknown's avatar
    brillawebmaster · Member ·

    Oh no!!!

    Yes, blog posts were displayed with pictures in a visual grid like in the puzzle.

    The most important thing is that it had our branding, official colors and fonts etc.

    The style needs to match the branding for our website (also hosted on wordpress) which is here:

    Home

  • Unknown's avatar
    brillawebmaster · Member ·

    I’m also having an issue where I have two logins to word press — one for our main Brilla site https://brillaschools.org/ and another for our blog https://newsbrillaschools.school.blog/.

    The back end of these sites is totally different. But since the same email is linked to both of these logins – every time I try to log into the back end of brillaschools.org to make updates it says that my password is incorrect. I can only get into the back end of the blog. (The only way for me to get into the back end of the main website is to click on a prior link to reset my password – but this only works once.)

    Is there a way to link both of these sites under my same email address ([REDACTED]) so that I can access both of them?

  • aleone89 · Staff ·

    Hello there,

    The most important thing is that it had our branding, official colors and fonts etc.
    The style needs to match the branding for our website (also hosted on wordpress) which is here:
    https://brillaschools.org/

    Are you looking to replicate design elements like the header, logo, footer, colours, fonts…etc from https://brillaschools.org/?

    If yes, it looks like https://brillaschools.org/ is using the Ocean WP theme, which can be used on the business plan.

    I’m also having an issue where I have two logins to word press — one for our main Brilla site https://brillaschools.org/ and another for our blog https://newsbrillaschools.school.blog/.
    The back end of these sites is totally different.

    Ok, so https://brillaschools.org/ is not hosted with WordPress.com and so should be considered a separate entity to https://newsbrillaschools.school.blog/.

    Essentially, you have one account with one site and another with the other.

    You would need to make sure there’s separate login details for each, but it is possible to use the same email address for each login for each site.

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