HELP

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  hayleypas · Member · Mar 2, 2020 at 5:46 pm

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  Really not looking for a forum. I need customer support, over the phone, with one on one attention, as my website is not functioning properly and has been paid for.

  I’m not able to add plugins
  I’m not able to change the administrator, even though the administrator that has been set is no longer an employee and we no longer have access to that account
  I am not able to back up my website
  I am not able to update my website

  There is no ‘live chat’ option on my website, either. And since I can’t download any plugins, I definitely cannot access this feature.

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  staartmees · Member · Mar 2, 2020 at 5:52 pm

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  First thing we need to know: what is the URL of your site running on the wordpress.com platform,?

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  hayleypas · Member · Mar 2, 2020 at 6:26 pm

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  http://www.clarusgroup.com

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  themagicrobot · Member · Mar 2, 2020 at 7:03 pm

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  Livechat is available to upgraded sites hosted here at WordPress.com. That site isn’t hosted here. You’ve paid your money to Sherweb. If they don’t offer support you can register an account at the correct forum for the software your site uses:
  https://wordpress.org/support/forums/

  WordPress.com vs. WordPress.org

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  hayleypas · Member · Mar 2, 2020 at 7:24 pm

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  I called SherWeb. They cannot help me with the following.

  I personally manage our website and login clarusgroup.com/wp-login

  SherWeb is the host, yes. But I do not make edits to our website through SherWeb, other than PHP updates & SSL.

  So… I’m 100% confused as to how this is on SherWeb when all of my problems are WordPress problems.

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  themagicrobot · Member · Mar 2, 2020 at 8:13 pm

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  WordPress.com vs. WordPress.org

  
  explains all. You’re logged in to a WordPress.com account. WordPress.com is another place like Sherweb or GoDaddy etc where sites using the wordpress software can be hosted. (although here a modified version of wordpress is installed with many differences to your sites software). You can’t expect this company to be able to assist you any more than you could expect GoDaddy to :)

  I’m 100% confused as to how this is on SherWeb when all of my problems are WordPress problems.

  Some hosts do offer support if you have a paid plan with them. I did say:

  If they don’t offer support you can register an account at the correct forum for the software your site uses:
  https://wordpress.org/support/forums/