Login Problem
-
I am helping a new business owner with simple updates on her WordPress site. The website came with the purchase and the new owner has her own login. I am listed as admin and neither her login nor my login will give me access. I am able to login to the WordPress site through WordPress.com (see attached snapshot). But when I click on a page to edit, it asks for another login and the same password does not work. Please help. I’m afraid that I’ve caused the problem when all I did was try to help a friend. I have no idea why or how to fix this issue.
The blog I need help with is: (visible only to logged in users)
-
Hi there,
Apologies, but we can’t help with your issue directly because we don’t host shearperfectionshairstudio.com on our WordPress.com managed hosting.
To explain, we are a fully managed hosting provider and use a custom server environment that is optimized for WordPress, provides built-in security and performance improvements, as well as in-house support for your site questions. You can learn more about the performance and security benefits of our managed hosting here: https://wordpress.com/hosting/
Because of the way we’ve optimized our service, we also use a customized version of WordPress that is different (under the hood) from what you use at IONOS Hosting. Specifically we use a custom login system on WordPress.com for enhanced security, and because of this our procedures for regaining account access do not work on sites hosted with other providers.
I am able to login to the WordPress site through WordPress.com (see attached snapshot). But when I click on a page to edit, it asks for another login and the same password does not work.
To clarify, the site in question sounds like it is using the Jetpack Plugin, which is our plugin, and is used to add some of our popular cloud-based WordPress.com features (which we build in by default on our managed hosting) to sites hosted with other providers. The Jetpack plugin does allow you some control of remotely hosted sites via your WordPress.com account, but it does not manage the site login directly, which is why you are asked to log in “a second time” if you try to manage admin functions that are located in the site admin area.
The good news is that as long as you have access to the server control panel through IONOS Hosting, 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 IONOS Hosting for direct assistance in completing the steps in that article; they would be in the best position to help. After you have restored your site at IONOS Hosting to normal working order, you are welcome to migrate your site to our WordPress.com managed hosting by using this plugin.
https://wordpress.com/support/import-using-move-to-wordpress-com/
Once you are hosted here, our daily and incremental backups (which you can access any time you wish) will have you covered from any future unexpected issues. Should anything come up that you are not able to resolve for yourself, you can use our in-house WordPress site support (with live chat option) to ask our Happiness Engineers for assistance. Thanks!
- The topic ‘Login Problem’ is closed to new replies.
WordPress.com Forums 