Horrible customer support
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I’ve had a blog w WordPress for a few years. My computer just crashed, so I lost all the stored passwords. I can’t find the password, nor am I sure which email address it’s associated with. I may have deleted the email.
Wordpress has been absolutely no help. in the name of security, they won’t tell which email it is, nor would they respond to the list of emails I suspect it might be. They want some code from the last transaction but refuse to give me the date of the transaction or even the last couple of digits of the credit card to help me look for the code.
I appreciate security, but this is stupid … ridiculous … horrible customer service.
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I know this is no help to you but for anyone else who might read this………I may be considered an old fogey but today I noticed that I needed 32 passwords to live my life. Banking, shopping, utilities etc etc. I have them all written down in my diary. Works for me.
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careersteve –
Do you know if you had 2 factor authentication enabled on the account in question? You would be able to recover the account access with that.
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No one mentioned that to me. But I don’t know what 2-factor authentication is. Please say more.
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Ah, never mind, I found your email. We’ll continue this over email, as it’s not generally a good idea to handle account ownership issues on the public forums.
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Just checking if you in fact have my email address. I don’t see anything from you, but then the 4th of July weekend…
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@careersteve there are tickets open at the address listed here:
https://wordpress.com/me/accountI can see that didn’t go anywhere though since we’re waiting on proof of ownership.
You mentioned: “I guess maybe I’ll find out when you charge me again…whenever the bill is due.”
If you’ve been billed, you’ll be able to find a transaction ID:
https://en.support.wordpress.com/transaction-id/#if-you-dont-have-access-to-the-receiptYou can use that as proof of account ownership.
Do not post the ID here in our forums. Do please go ahead and respond through your ticket.
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And, if your ticket is closed, you’re welcome to respond here and let us know you’ve got a transaction ID to prove ownership. Or you can simply enter it into the account recovery form to start fresh.
We just can’t give access to an account without proof of ownership. You wouldn’t want us to give some random person access to your site, so we have to be careful. But a transaction ID will work nicely if you have that.
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And we’re back to the same lousy customer service. Surely there are ways that you could make proof of ownership easier. I suggested several in my email to you guys. For one, I suggested just telling me which month the charge was made so I don’t have to go through 12 months of several credit cards to find the right one. This is hardly confidential information. Or giving me the last two digits of the credit card in question. But WordPress seems to have dug in their heels and refuses to make this easy.
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We take account ownership very seriously and do not make exceptions.
As my colleague has already stated, if you’ve been billed, you’ll be able to find a transaction ID:
https://en.support.wordpress.com/transaction-id/#if-you-dont-have-access-to-the-receiptAnd, you can use that transaction ID to recover access to your account: https://wordpress.com/support/account-recovery/#account-recovery-form
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Please explain to me how telling me the month of the last payment is going to compromise security.
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It WOULD make it easier for me to find the info you want. There are only 12 months in the year, so that’s not a huge revelation. One twelfth of your customers presumably have the same month of payment.
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@careersteve we need to work within our privacy policies, so let’s try to keep this simple.
Do you remember when you set up the account?
Or, does your bank/card company let you search transactions? All of my financial institutions have that feature. Mine even lets me search for 24 months at a time. Try simply searching for “WordPress”.
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Just wanted to say I’m disgusted. I’ve got all sorts of things I’m trying to get straightened out after the computer crash, and you won’t even help me out by telling me what month the transaction occurred. My bank doesn’t have a search function, so It looks like I have to go through the various cards month by month. I appreciate you being diligent in security, but this is just being obstinate. Thanks for nothing. I’ll go look through my statements.
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We cannot divulge any information about the account or details on purchase history.
You will need to contact your bank(s) and get help searching for “WordPress” in past 12 months of purchase history.
Once you have that transaction ID, you can use it via https://wordpress.com/support/account-recovery/#account-recovery-form
If you cannot find that, that is the limit of our ability to provide account recovery assistance.
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Please someone explain to me how it would have been a breach of security to tell me that the transaction occurred in February. I just found and sent your stupid code.
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Excellent, someone from our Account Recovery Team will follow-up with you via email soon.
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So I almost lost my blog. I was about to close down the credit card that pays you. If I had done that, I wouldn’t have been able to get in. Can’t you guys provide some alternate way of verifying identity? Other places have security questions and other ways to verify. This has been a really bad experience for me. And it’s not over yet. The link to reset my password didn’t work. Still trying to get in.
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