locked out
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I believe my hosting is with wordpress, but our I’m suddenly locked out of our site. The message says it doesn’t have an ‘active domain connection’ but I haven’t received any emails about expired hosting, etc. Help! I don’t recall signing up with any other hosting company (domain is active through domains.com)
WP.com: Unknown
Jetpack: Unknown
Correct account: UnknownThe blog I need help with is: (visible only to logged in users)
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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.
Thank you!
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it was nmacp.org. After spending an hour with a chat bot, all they were able to locate was our previous site, nmcapabq.com, or nmcap.com (I can’t recall which at this point). But it wasn’t nmacp.org, which we had a Business upgrade for and for which I received a separate email telling me it was expiring if I didn’t pay (I didn’t see the email until Friday last week).
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Hi there, the Business Plan and domain connection for nmacp.org did expire on September 14 when it wasn’t renewed.
We definitely sent an email for it, but maybe it went to spam.
I see you’ve purchased a new Business Plan today for https://nmacpnew.wpcomstaging.com/ but nmacp.org used to be connected to https://nmcap.wordpress.com/ instead.
Would you like us to move that new Business Plan to https://nmcap.wordpress.com/ instead?
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Yes, the emails were received but they went to spam in an old account that I don’t check frequently. Otherwise I would have paid right away (our cc changed with a new executive director, which is why the auto renew didn’t go through).
I purchased from the link in the email, one month of the Business plan. If connecting to nmcap.wordpress gets my site back then yes, I want that.I am still within the 14 day period that the email stated recovery from the back up is possible. Thank you.
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Hi there,
I can see that you we’re able to use the priority support option under your Business Plan to access live chat, and have been helped there since you left this message.
Were you able to sort this out on your own, or did you need a hand still?
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No, as I said before, I spent an hour with someone and all they were able to do is find our original site, not the second site (nmacp.org) that was hosted there. The previous staff who was helping yesterday also just fell off without a word or resolution.
I believe the site I’m searching for has been deleted, despite the fact that I tried to renew the Business plan within the 14 days that the email said I had to do so. It’s very disappointing and I’ll be moving hosting to another platform once we update the back up site. Which of course will have to be updated with all the changes we made over 2 yrs on WordPress.
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Hello there,
I think this needs some more clarification.
To check – is this the site you’re searching for: https://nmcap.wordpress.com/ (It looks to have content on there)
I can see the business plan was added to: https://nmacpnew.wpcomstaging.com
Are you looks like the domain nmacp.org needs to be connected to one of the above – does this sound correct?
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Yes, the content is our former site (nmacp.com, I believe). I followed the link in the email I received to renew hosting for nmacp.org and it led me to that staging site, there was no nmacp.org choice. (If you look in “manage blogs” you can see the original flywheel site that we hosted at wordpress, because I already had an account for the first site I built whose content is there now). That link still goes to the original site, but obviously all the updates are not there.
I don’t understand why the email said I had 14 days from the site being taken down to access the back-up, but now there’s no back up to the second site (we started hosting it with WP around 2020). When I renewed the business plan, our site was not there and the old one is only there because my IT helper spent time with a separate chat bot and he was able to do that much.
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Ok, excellent! If I understand correctly, https://nmacp.org/ should now be as you remember it?
If so, outstanding! A couple of notes:
1. The site is currently private. Once you’re happy with it, you can make it public by following the steps at https://wordpress.com/support/settings/privacy-settings/
2. To avoid this happening again, you might want to set up auto-renew at https://wordpress.com/me/purchases or switch over to an annual plan (also with auto-renew, of course).
Please let us know if you need any further assistance!
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I took a quick look and unfortunately, that’s still the old site. (The new site tagline was “Advocacy. Assistance. Action” and the most recent landing page had a little girl in a shopping cart/super market.) I built the old site on WP and hosted it there; the new site was built on flywheel and hosted on WP, same account.
Yes, I had our hosting pmts on auto-renew but we had some personnel changes and the old cc was changed when the Exec Director left. I just forgot to update payment method and then the reminder emails were sent to a mostly defunct account (and went to spam). My fault, but still, this is just the 14 day deadline and our site is nowhere to be found :((((
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Ah, ok, if it was with Flywheel, then it would have been a site using the open-source WordPress software (from WordPress.org).
Because WordPress.com and WordPress.org are two separate entities, we cannot access files or data for sites hosted elsewhere, so WordPress.com staff can only assist with sites hosted on our servers. You can find more information here about the differences between WordPress.org software and WordPress.com: https://wordpress.com/support/com-vs-org/
It’s possible that it was connected to your WordPress.com account with the Jetpack plugin, but it was also not using our backup product https://jetpack.com/upgrade/backup/ while it was on Flywheel, so we’re unable to directly assist with that.
I recommend getting in touch with Flywheel to ask if they can still restore your old account and site with them: https://getflywheel.com/why-flywheel/support/
If not, you’re welcome to start over with the older site that has the Business Plan here, where you’ll at least be able to copy and paste from an archived copy, like https://web.archive.org/web/20220519124739/https://nmacp.org/
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Thank you. I wasn’t involved with the actual site creation or transfer to hosting, that was the IT people. But at least you’ve given answers that make sense. Thanks so much.
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