I cannot get into my business plan account

  • Unknown's avatar
    alanburstein9a3bce77d7 · Member ·

    I got an email saying that I need to update my payment method this morning at 5 but I can’t. I have a small business plan but have no idea how to get help (the business plans come with free support but I can’t get into my WordPress business Email either to see if there was any information on how to contact support from there.

  • Unknown's avatar
    staartmees · Member ·

    As you have a paid plan, it’s very easy to restore access to your other account using the Transaction ID at https://wordpress.com/support/account-recovery/

  • Unknown's avatar
    alanburstein9a3bce77d7 · Member ·

    That does not help me. I am able to update my password and login but it treats me as if I am new to wordpress and not a paying business customer. I can’t see my sites and when I sign in using the correct account; instead it signs me in as “alanburstein9a3bce77d7” which is like Im a new user.

    As a paying using, subscription paid through the end of May I am supposed to have live 24/7 chat support but can don’t have access to live chat because, no matter what I try, I’m logged in as a new user.

    What I really need is access to my paid 24/7 support.

  • Unknown's avatar
    helper-heroponriki · Member ·

    @alanburstein9a3bce77d7:

    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.

    Additionally, if you have the transaction IDs from charges on this account, you can use the Account Recovery form to prove ownership of the site, then WordPress.com support can help you from there. You can find that form here:

    https://wordpress.com/wp-login.php?action=recovery

    Just fill out as much information as you have including an email address where Support can get in touch. The transaction ID will be on your bank statement as WordPress followed by a letter/number code. They’ll look like this:

    WordPress XXXXXXXXXX

    You can read more about what the account recovery process entails here as this is not a “reset password” process:

    https://wordpress.com/support/account-recovery/

    Thank you!

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