How do I contact support?

nnmm88 · Member · Jul 12, 2017 at 5:12 pm
Copy link

Add topic to favorites
I’ve been going in circles trying to contact support regarding logging into my account.
I lost my password for one of my accounts and the email registered to it is gone and I want to update it but clearly I cannot log in because I can’t figure out my password.
It seems I need to have an account to talk to Live Chat so I used another inactive wordpress account tied to an active email but I am still unable to connect anyone!
I really need help logging into my account as the website is LIVE and its so frustrating that it seems so impossible to contact support!!
staff-zinnia · Staff · Jul 12, 2017 at 7:33 pm
Copy link
Hi –

Have you already tried to reset your password? Here’s how you do that: https://en.support.wordpress.com/passwords/#change-your-password

The only other way to gain access to the account is through the account recovery process. More details are in this guide: https://wordpress.com/wp-login.php?action=recovery

Help is available via wordpress.com/help/contact/ If you have an upgraded plan on your account you’ll be routed to live chat support during chat hours, and otherwise you’ll be able to submit a private email. Free users have access to help here in the public support forums.
staff-zinnia · Staff · Jul 12, 2017 at 7:33 pm
Copy link
Oh, I forgot to ask which site you’re trying to access?
janetwertman · Member · Jul 12, 2017 at 10:25 pm
Copy link
Sorry to hijack this thread – I saw on another thread (that has since been closed) that you (the official wordpress you) can transfer stats from one site to another and I was hoping you could do that for me. I recently went from a WordPress.Com site to a self-hosted one through WPEngine and I’d love to get my stats. Site is janetwertman.com. Thank you in advance!!
timethief · Member · Jul 12, 2017 at 10:27 pm
Copy link
@janetwertman
Sorry but we require you to use the Add new topic link https://en.forums.wordpress.com/?new=1 to create your own thread. When you do that provide both URLs and type modlook into the sidevar tags on the thread.
janetwertman · Member · Jul 12, 2017 at 10:36 pm
Copy link
No worries – thanks for letting me know! Off to do that now
timethief · Member · Jul 12, 2017 at 11:01 pm
Copy link
Good going and best wishes.
nnmm88 · Member · Jul 13, 2017 at 2:06 am
Copy link
I am trying to access http://www.nataliangofficial.com

Yes I have already exhausted all resources trying to retrieve the password.

The account recovery process requires access to the email tied to the account. And that email isn’t valid anymore. And like I said, I cannot go to account settings to update that email because I cannot log in. So I’ve been going in circles trying to log in and I urgently need to make updates to my website.
staff-zinnia · Staff · Jul 13, 2017 at 1:30 pm
Copy link
Good morning –

Thank you for sharing those details.

Your domain is registered through WordPress.com but it is pointed at a different host.

NS1.CYNETHOST.COM
NS2.CYNETHOST.COM

It looks like you’re using the installation of WordPress for this site, which is slightly different from what we do here at WordPress.com.

This is the
link to sign in to your site to make updates.

If you can provide the proof of ownership, like the transaction ID for your domain, then you will be able to recover the WordPress.com account through the account recovery process. https://en.support.wordpress.com/transaction-id/

Lastly, this guide outlines the differences between using WordPress.com hosting and a separate host with the WordPress installation: https://en.support.wordpress.com/com-vs-org/
nnmm88 · Member · Jul 14, 2017 at 9:26 am
Copy link
Yes, that fixed the problem!! Thank you so much!
staff-zinnia · Staff · Jul 17, 2017 at 2:15 pm
Copy link
Wonderful :) Take care!

No items found.