Locked Out And Getting No Help
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I paid $99 for a one year premium account which supposedly includes direct email support. Unfortunately my problem is with logging in so I can’t get to the support page. When I tweeted this problem the WordPress twitter account sent me a link of where to go to get the account reset, but after 9 days I haven’t heard a thing.
My phone with my authenticator was destroyed. My new phone has the same number, but when I ask that the authentication code be texted to me it never arrives. My account is about to expire and I’m about to be billed another $99 and I can’t even log in to cancel that.
This is really upsetting. I had to create a second account…this one…even to post this because I CAN’T LOG IN TO MY ACCOUNT so I can’t get the help I paid for.
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Please complete the form for account recovery at this link https://en.wordpress.com/wp-login.php?action=recovery and submit it to the Account Recovery Staff so they can contact you by email ie. not on these public support forums which are available to everyone with internet access.
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not on these public support forums which are available to everyone with internet access.
Um, yeah, I did that 9 days ago as I said in my original post. So far nothing. So just how many days should I wait? I have no desire to do it in public, but they have left me no alternative. That is exactly my problem.
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I’m sorry that there is a backlog and you have d to wait so long but there’s nothing I can do about that.
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there’s nothing I can do about that.
Unless you’re an employee of WordPress I would imagine not. If you are I’d say that paying $99 for upgrades to include support should include a way to actually get support in a reasonable amount of time. A day, or two or three seems perfectly reasonable. 9 days seems extreme. If you have a 9 day backlog of support requests either you are understaffed, or your product has a lot of problems. And if you don’ t have the staff to give support you shouldn’t charge extra for upgraded support.
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I am a Volunteer answering questions on this peer support forum and have been doing so for over 9 years now. I did all I could do ie. I typed modlook into the sidebar tags on this thread for Staff help. How do I get a Moderator/Staff reply for my question? https://en.support.wordpress.com/getting-help-in-the-forums/#how-do-i-get-a-moderatorstaff-reply-for-my-question Please subscribe to it so you are notified when they respond. To subscribe look in the sidebar of this thread, find the subscribe to topics link and click it.
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In that case I appreciate your help and I don’t mean to be grumpy, I have just been frustrated at every attempt to fix this. I can’t log in, and to get any real support, including posting to this forum, you have to log in. There really should be a link for premium members to get help even if they can’t log in. And the account recovery link gave me no indication that they even got my request.
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If you have a paid upgrade, please use the “Contact Support” form, where you will receive a choice of having staff answer your question publicly or privately. From: https://en.support.wordpress.com/help-support-options/
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If you have a paid upgrade, please use the “Contact Support” form, where you will receive a choice of having staff answer your question publicly or privately. From: https://en.support.wordpress.com/help-support-options/
Actually, not. If I were logged in that page might help (or not, I don’t know), but being not logged in all i get when I go to that page is a note saying that they are really busy and I can post requests in the forums or look at their knowledge base. And hopefully someday they’ll be able to start offering support on that page again. They do tell me that if I am a paid member I can get support. Of course all I have to do is to log in and then I’ve got all the support I could ever ask for. I’m sure you see the irony.
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Yes, I do but these threads are educational resources for those who may use tag search in the future.
At this stage,as you are in the queue for Account Recovery Staff attention I want to encourage you to wait for Support Staff to respond here as perhaps they can prompt Account Recovery Staff for you.
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Hi icebear1000,
Sorry you’re having trouble with your account. We do not provide support for account recovery in the public forums. Please respond directly to our last email message from July 9th and we’ll help you out.
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bdukes,
Sorry, but I’ve searched and searched and I have no email from you on or around that time except for a renewal notice. Just to verify the address should be ch*********@**bear.com
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Hi there,
For security and privacy reasons we cannot confirm the email address on the account. However, I have resent the message to the email address from help@wordpress.com.
The original email has the subject line of ” [Account Recovery] WordPress.com Account Recovery Assistance”
The new ticket has the subject line “WordPress.com account recovery “
Please make sure your email client accepts emails from @wordpress.com is it possible that our emails are being blocked by the mail servers on the account.
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