Have paid for a site, can't login, can't reset password

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  annamiddleton0067 · Member · Jan 18, 2019 at 9:55 am

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  Hi
  I already have an established site, but I seem to be blocked from logging into it. I have forgotten my password and when I press – ‘send email link to reset password’, no email ever arrives (I’ve checked, junk, spam folders etc and am definitely not getting any reset emails from you). I can’t get into the site to even reset it via my mobile phone. Nothing is working and the only way I can seem to get into LiveChat to actually have a conversation about this requires me to either login (which I can’t) or open an entirely new site. Please can a human being rather an an algorithm sort this out?
  My login is am3333

  Thanks

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  mlbnkm1 · Member · Jan 18, 2019 at 9:59 am

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  Hello,

  Please make sure that you are trying logging in with the same email which you used with the site earlier. It will be great if you can share the website address too.

  I’m adding a modlook tag to this thread. A WordPress.com staff will assist you soon !

  Regards,
  Melbin Mathew

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  justjennifer · Member · Jan 18, 2019 at 10:38 am

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  Hi there, can you please mention the email address you think is on record here for your @am3333 account? Add the email address normally and the forum software will redact it from public view but Staff will still be able to see it. Thanks.

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  supernovia · Staff · Jan 18, 2019 at 9:10 pm

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  Hi @annamiddleton0067, I confirmed we sent three password reset emails about 11 hours ago. The mail server accepted them; they are not bouncing.

  Can you confirm what address you’re checking?

  Because it’s a paid account, we can verify your ownership in other ways too, but given that the emails are being delivered, I think it’s worth sorting out why you’re not seeing them.

  I’ll also try sending your password reset link manually, in case your mail server is filtering our emails for some reason.