I can’t access my website
-
Hi all,
We bought the website from the designers that produced the website (no problems). We’ve tried to work with a SEO/ web designer but were forced not to when they didn’t respond to us after being provided login details. They were provided with details on the 1st March and we’ve been unable to login to our site since they logged in. The username isn’t working but we’ve not been emailed a notification to change details so not sure what’s happened. We don’t have the information required on the recovery form but do host the account ourselves. Any ideas on how to get this resolved quickly? Many thanks Emma
The blog I need help with is: (visible only to logged in users)
-
Hi there,
Apologies, but we can’t help with your issue directly because we don’t host n21plumbers.co.uk on our WordPress.com managed hosting.
To explain, we are a fully managed hosting provider and use a custom server environment that is optimized for WordPress, provides built-in security and performance improvements, as well as in-house support for your site questions.
Because of the way we’ve optimized our service, we also use a customized version of WordPress that is different (under the hood) from what you use at Fasthosts. Specifically we use a custom login system on WordPress.com for enhanced security, and because of this our procedures for regaining account access do not work on sites hosted with other providers.
That said, I’d like to offer as much guidance as possible since it sounds like you are in a bit of a frustrating situation. I see the site is hosted with Fasthosts, and if this is an account you have access to (and are able to contact their support) they may be able to help in the following ways
- Reset your password in the mySQL database: As long as you have access to the server control panel through Fasthosts, it is always possible to regain access to your self-hosted WordPress site. This WordPress.org support article will walk you through it
- Restore from backup: Ask your host if they offer daily backups of your site. If so have them restore the site to the day before your access was removed. This will restore access, and give you the opportunity to remove the past developers
If you don’t have access to your host (or are not in touch with the folks who do) then your options are more limited. If you are an admin on the site (and have the ability to add your own plugins) you could for example use our plugin to migrate an exact copy of the site to your account with us: https://wordpress.com/support/import-using-move-to-wordpress-com/
This would move an exact copy of the site to our Business Plan hosting, where you would be the site owner of record and start fresh with who else has access. It would also give you access to our in-house site support (including live chat) where we can help with any further questions you have about your site. You can find out more about the advantages of our managed hosting here: https://wordpress.com/hosting
Hope that helps. Please let us know if you have any more questions.
- The topic ‘I can’t access my website’ is closed to new replies.
WordPress.com Forums 