How do I access paid wordpress support?
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I am an admin of a paid WordPress Ecommerce plan but finding it very difficult to get live chat. I have logged in with my wordpress account but keep getting redirected to the forum support such as this. It’s very frustrating, is there anyone who can help us get connected to the proper support channels that we have paid for?
We need to be able to get logging info from critical php errors, how can we do this? Also the account owner seems to have different access than admins of the site.
WP.com: Yes
Correct account: Unknown -
We have absolutely no history of purchases, transactions, or billing activity of any kind under the account you’re currently logged into nor is this user account tied to any WordPress.com sites that has a paid upgrade. This is why you’re not getting access to the paid support options.
Can you let us know what the URL is of the site where you’re having this problem? Once we have that information, we’ll be better able to advise.
Thank you!
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Hi there,
What is the URL of the site you are trying to get help with for? We’re happy to take a closer look in our system and see why this account does not appear to be associated with it.
As it stands now, we do not see any sites listed under your account, so we have no way to look into this without a little help on your end with the site URL.
Thanks for the additional info!
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Thank you, but I would prefer not to post the site publicly. And I do recall entering the site URL in the support ticket initially, but with the option to hide this from public view. So it should be there. If not, as requested previously, is there an email address I can send the info to?
Thanks!
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We have no record of any sites and no history of purchases, transactions, or billing activity of any kind under the account you’re currently logged into.
Is your site hosted with us, perhaps under a different account?
If not, then it is most likely a self-hosted WordPress.org site, which we really can’t help with here.
To clear up any confusion, WordPress.com and WordPress.org are two different entities: https://wordpress.com/support/com-vs-org/
WordPress.org has complete documentation for self-hosted/installed versions of WordPress.org at https://wordpress.org/support/ and support at https://wordpress.org/support/forums/
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We offer forum support for all users on our free plan, email support for all customers with paid plans, and live chat support for all customers with Premium and higher annual paid plans: https://wordpress.com/support/help-support-options/
Visiting https://wordpress.com/help/contact will always connect you with the highest available support option for your plan.
With that said though, are absolutely sure your site is hosted here on WordPress.com, and that it’s not instead using the software from https://wordpress.org/ hosted elsewhere?
The reason I ask is, again, we have no history of sites or transactions under the account you’re logged to, so perhaps you are unable to access paid WordPress.com support because you don’t have a paid site here at WordPress.com?
If so, then we wouldn’t be able to help regardless.
To clear up any confusion, WordPress.com and WordPress.org are two different entities: https://wordpress.com/support/com-vs-org/
WordPress.org has complete documentation for self-hosted/installed versions of WordPress.org at https://wordpress.org/support/ and support at https://wordpress.org/support/forums/
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Guys… please… I have asked twice now where I can send the email to that contains the site name…. no one has provided that. This is not a ‘free account’. If someone can just provide an email address to send the details to, this would be alot smoother.
I just tried linking my account to ‘wordpress.com’ via WP admin user profile and got this message:
Invalid request, please go back and try again.
Error Code: invalid_request
Error Message: The required “redirect_uri” parameter is missing. -
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Ok, that is a site with an eCommerce plan here, but it belongs to a different account here, not the one you’re currently logged in under.
Only Administrators on the site can access its paid live chat support via https://wordpress.com/help/contact
If you do not recall the password for the correct account, we have some options for you at https://wordpress.com/support/account-recovery/
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You can remove my previous reply, I didn’t see your revised post until after I posted.
I am logged in as admin… hence the issue I am having. My account is not linked, and when I tried to do that, I got the following error:
“Invalid request, please go back and try again.
Error Code: invalid_request
Error Message: The required “redirect_uri” parameter is missing.” -
Ok, we only have two options here for this:
1. The account listed as the site’s owner, not the one you’re logged in with, can contact live chat support about this via https://wordpress.com/help/contact
2. The site owner can reply here, and we’ll work to get this sorted out.
Please understand that the account you’re logged in as currently does not have access to the site, so we cannot take any further action without hearing from the site’s owner.
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If you look at the site’s list of administrators you will see the usernames match…
Do you know what the source of that error message is when I attempted to link accounts? Seems like if that was working I would be able to link the account and then get access to live chat support.
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Per the logs on our end, the account you’re currently logged in to was removed from the site 3 months ago.
This is why we cannot proceed without hearing from the account which owns the site.
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Probably in the first round of this mess it was ‘removed’ but doesn’t make sense because I use that same account via SSO to login to the site.
So even though this account I’m posting under, has the same username and email as my administrator account in the site. Surely you can see that in the WP admin? So confusing…
This is a total mess, I would make another admin account if I hadn’t done so already to try and ‘fix’ this, because that didn’t seem to work either.
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Please ask the site’s owner to get in touch with us, either via this thread, or https://wordpress.com/help/contact and we’d be happy to take care of this for you.
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