I can´t log into my site.

• 

  jakkubracek · Member · Oct 24, 2022 at 2:25 pm

  • Copy link
  • Add topic to favorites

  Hello, I can´t log into my website eventhough I´m using correct username and password (tested by a friend on a different device). Can you help me please?

  WP.com: Unknown
  Jetpack: Unknown
  Correct account: Unknown

• 

  helper-heroponriki · Member · Oct 24, 2022 at 2:50 pm

  • Copy link

  Hi there!

  Can you let us know the URL of the site where you’re having this problem? Once we have that information, we’ll be better able to advise.

  Please note that we can only assist with websites hosted at WordPress.com. If you’re using the WordPress software but hosted elsewhere, you will need to reach out to your hosting provider or the WordPress.org community for guidance:

  https://wordpress.org/support/forum/how-to-and-troubleshooting

  Thank you!

• 

  jakkubracek · Member · Oct 25, 2022 at 6:32 am

  • Copy link

  Hi there! Thank you for your reply, the URL is https://jakubracek.cz/wp-login.

  Thank you, Jakub

• 

  fstat · Staff · Oct 25, 2022 at 12:17 pm

  • Copy link

  Hi Jakub,

  To recover access to your site, please follow this guide:

  https://wordpress.org/support/article/resetting-your-password/

  If you need more help, you can contact Active24, your hosting provider.

  For more help regarding the WordPress software that your site is using, you can post in these forums:

  https://wordpress.org/support/forums/

• 

  jakkubracek · Member · Oct 25, 2022 at 12:21 pm

  • Copy link

  Hi, the problem is I´m using correct username and password (tested by a friend on a different device).

• 

  staff-totoro · Staff · Oct 25, 2022 at 9:19 pm

  • Copy link

  Hi there,

  To further clarify, we can’t help directly because we don’t host jakubracek.cz on our WordPress.com managed hosting. As a result we don’t have the ability to take a closer look at your site.

  Instead your host (Active24) uses the open-source variant of the WordPress platform which functions differently than what we offer here on WordPress.com. Specifically we use a custom login system on WordPress.com (for enhanced security) that also helps prevent this kind of lockout from occurring. Bec

  The good news is that as long as you have access to the server control panel through Active24, it is always possible to regain access to your self-hosted WordPress site. This WordPress.org support article will walk you through it: https://wordpress.org/support/article/resetting-your-password/

  You can ask Active24 support for direct assistance in completing the steps in that article; they would be in the best position to help.

  Hope that points you in the right direction!