I'm paying for wordpress.com but can't contact support

  • Unknown's avatar
    leithcentral · Member ·

    Hi

    We are paying the ‘Premium’ WordPress.com service.

    The problem is that the main account holder (admin) is no longer active and we need to recover that account. All our WordPress dashboard accounts are just “authors”.

    I cannot contact Live Chat using the (?) button at the bottom right, because as an “Author”-level account it just directs me to post here.

    There is no email address listed as you need to be logged in as an “Administrator”-level account to do Live Chat.

    Wordpress.com do not offer phone support.

    Account Recovery isn’t relevant because we haven’t forgotten any password – we need to get our account back from an inaccessible email address.

    So I’m stuck and urgently need to contact WordPress.com Support.

    Funnily enough we’re still able to pay to renew WordPress.com as only an “Author” but can’t do much else.

    The blog I need help with is: (visible only to logged in users)

  • Unknown's avatar
    themagicrobot · Member ·

    You don’t need an email address to log in if you know or can discover the admin username and password. Do you know who created the site/still owns the site? Perhaps if you look at the very first post it might help to give you a clue. For example there are many posts by https://wordpress.com/forums/users/brucemartinryan/ and that account was created prior to the account you are logged in to. Would that username or maybe some other one along with the appropriate password get you admin access to your site?

  • Unknown's avatar
    leithcentral · Member ·

    Hello

    Thanks for your reply, but no as that account is just an Editor – active and we have access but not full admin access we require.

    The problem is we don’t know the password and we can’t get help from WordPress.com because our account doesn’t have the privilege to contact them.

    Thanks.

  • Unknown's avatar
    leithcentral · Member ·

    Thanks but unfortunately the account you mentioned is just an ‘Editor’ so doesn’t have the Admin permissions we need.

    We don’t have the password of the Admin account which is the problem. Double-y a problem because we need the Admin account to contact WordPress.com support to get access to the Admin account.

  • kokkieh · Staff ·

    Hi there,

    We cannot give you access to someone else’s account under any circumstances, and only an existing admin on the site can change the user role of another user on the site. We cannot make this change at your request.

    If the person who owns this site or its upgrades is no longer involved, they’ll need to transfer ownership of the site and/or upgrades to another user on the site.

    This site is not on our Premium Plan, so no user on this site has access to live chat support.

    Funnily enough we’re still able to pay to renew WordPress.com as only an “Author” but can’t do much else.

    Your account on this site has an editor role, not author.

    That said, only the account that owns upgrades on a site can renew it, and only one account on http://leithcentralcc.co.uk/ owns any upgrades.

    If you perhaps refer to being able to renew the domain, leithcentralcc.co.uk, itself, it’s because that domain registration has nothing to do with WordPress.com. That domain is registered at another domain provider, so as long as you have access to the account under which the domain was bought there, you’d be able to renew it.

    But the domain mapping upgrade that connects that domain to WordPress.com can only be renewed by the WordPress.com username that owns it.

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