I need help getting into wordpress

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  pgj71gg · Member · Sep 17, 2019 at 1:59 pm

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  My website was hacked a few weeks ago. My IT Support has resolved the hack but now I can’t get into my website to fix problems with it – no images showing.
  I really need to chat to someone in wordpress but the website does not seem to have any way of doing this

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  staartmees · Member · Sep 17, 2019 at 2:04 pm

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  Your account is only a few hours old so it cannot be connected to a site that was hacked a few weeks ago. I even suspect you are talking about a site using the open source wordpress.org. Their support is at https://wordpress.org/support/forums/

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  pgj71gg · Member · Sep 17, 2019 at 2:27 pm

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  I have set up another account to try and find someone in wordpress who can help.
  To be honest don’t understand half what you wrote.

  All I want is to contact a helpline so I can get my website back up and running normally

  If you know how to help please do.

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  themagicrobot · Member · Sep 17, 2019 at 2:39 pm

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  As you only created this WordPress.com account less than 24 hours ago you may well be asking in the wrong place. What is the address of your site? Can you confirm where it is hosted? If it is hosted elsewhere and using the wordpress installation there is no helpline (unless your host offers such a service). What support is available is found by registering an account at:
  https://wordpress.org/support/forums/

  WordPress.com vs. WordPress.org

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  pgj71gg · Member · Sep 17, 2019 at 2:44 pm

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  All I want is to speak to someone in wordpress to help me sort out my problems with my website.
  I set up another account yesterday because I cannot find a way to speak to someone.

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  pgj71gg · Member · Sep 17, 2019 at 2:45 pm

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  All I want is to speak to someone in wordpress to help me sort out my problems with my website.
  I set up another account yesterday because I cannot find a way to speak to someone.

  Can somebody just tell me an e-mail address to contact.

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  pgj71gg · Member · Sep 17, 2019 at 2:46 pm

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  Can somebody just tell me an e-mail address to contact.

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  themagicrobot · Member · Sep 17, 2019 at 2:56 pm

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  What is the address of your site? Can you confirm where it is hosted?

  If your site is hosted here at WordPress.com and has an upgraded plan you’ll have access to email and Livechat support with staff. If your site isn’t hosted here you need to approach the .org support forum.

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  pgj71gg · Member · Sep 17, 2019 at 3:00 pm

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  I am not into IT. I do not know what an upgraded plan is.
  I run a very small company and we are a .com
  I just want to speak to one of the Happiness Engineers – can you help me?

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  themagicrobot · Member · Sep 17, 2019 at 3:04 pm

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  Why won’t you reveal the address of your site? Even if staff get involved with this thread they’ll need to know that information as this new account you’re using now doesn’t have any sites associated with it.

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  pgj71gg · Member · Sep 17, 2019 at 3:05 pm

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  All I want to do is speak to a Happiness Engineer.

  Would you know how I can do that?

  thank you.

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  justjennifer · Member · Sep 17, 2019 at 3:06 pm

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  Hello there, we need to know the address of your website to make sure you are getting the right support.

  Many people posting here actually need assistance with their site running the open source WordPress software. In these forums, we can only assist with sites hosted here on WordPressdotcom.

  WordPress.com vs. WordPress.org

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  pgj71gg · Member · Sep 17, 2019 at 3:10 pm

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  Jennifer

  I just want to speak to a Happiness Engineer.
  If you can’t tell I am fed up and I am not good with computers.

  if you know how I can speak to one of these helpers it would be appreciated.

  thanks

  Paul

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  justjennifer · Member · Sep 17, 2019 at 3:16 pm

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  Hi Paul, I understand you are frustrated, but if your site is using the open source WordPress software hosted with a 3rd party host like GoDaddy, SiteGround and the like, our Happiness Engineers won’t be able to help you since it won’t be hosted here on WordPressdotcom.

  What is the address of your website? Once we know that we can point you in the right direction for support. Please provide that information.

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  pgj71gg · Member · Sep 17, 2019 at 3:25 pm

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  http://www.createengineering.com

  I pay a company Pulsant a yearly fee.

  Afraid half of what you said I do not understand.

  Paul

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  justjennifer · Member · Sep 17, 2019 at 3:35 pm

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  Nameservers:
  NS.AS12703.NET
  NS0.LUMISON.NET
  NS1.LUMISON.NET
  NS2.LUMISON.NET
  NS3.LUMISON.NET

  Thank you for providing that critical piece of information. Your site is not hosted here.

  Please contact your hosting provider, which seems to be Pulsant, for assistance in getting back into your website. If they say this is a WordPress problem, you’ll want to head over to https://wordpress.org/support where they have more experience with the software you are using.

  To reset your password for your WordPress site you can follow this guide: https://wordpress.org/support/article/resetting-your-password/

  Again, we can assist sites that are hosted here on WordPressdotcom. If you haven’t yet, and want to understand the differences, please take a moment to read the support guide that @staartmees @themagicrobot and I linked to at https://en.support.wordpress.com/com-vs-org/

  Best wishes.