Lost password, reset password link not working

  • Unknown's avatar
    jimandgayleholcomb · Member ·

    I’m trying to login to my WordPress.com account and the password I had is not working. The password reset link is not sending an email and I’ve checked the spam and junk folders for the email accounts I’ve used on this account. I’m trying to get into user jimholcomb for site jimholcomb.wordpress.com.

    Before trying to get into jimholcomb.wordpress.com I created a new Google Domain and using it created a new WordPress userID – @jimholcomb270318 – perhaps that has confused things.

    Thanks,
    Jim

  • Unknown's avatar
    timethief · Member ·

    Are you logged in under the exact same username account that registered the site? That is a requirement to be able to access the site.

    If you are not logged in under the correct WordPress.COM username account then clear your browser cache https://en.support.wordpress.com/browser-issues/#clearing-your-browser-cache and cookies https://en.support.wordpress.com/browser-issues/#clearing-wordpress-com-cookies prior to logging into another account

    You can update your email address here https://wordpress.com/me at any time.

    If you did not register the site under your username account and do not have the required access, then you need to contact the person who registered the account and site under it, and have them act or transfer the site to your username account by using this process. http://en.support.wordpress.com/moving-a-blog/#transferring-your-blog-to-another-user-or-account

    What I post below applies only to sites hosted by WordPress.COM on our servers and not to sites hosted anywhere else.

    WordPress.COM sites are solely owned by the username accounts that registered them.

    You have to be logged in as Admin http://en.support.wordpress.com/user-roles/#administrator under the exact same username account that registered the blog to access the blog’s dashboard. The Admin login link to the dashboard for every blog hosted by wordpress.COM is:

    http://NAME_OF_BLOG.wordpress.com/wp-admin/

    * You will have to replace “name_of_blog” with the actual blog’s name in that URL.

    I recommend bookmarking that link or memorizing it.

    You can update your email address here https://wordpress.com/me

    If you are not logged in under the correct WordPress.COM username account then clear your browser cache https://en.support.wordpress.com/browser-issues/#clearing-your-browser-cache and cookies https://en.support.wordpress.com/browser-issues/#clearing-wordpress-com-cookies prior to logging into another account

    If you did not register the site under your username account and do not have the required access, then you need to contact the person who registered the account and site under it, and have them act or transfer the site to your username account by using this process. http://en.support.wordpress.com/moving-a-blog/#transferring-your-blog-to-another-user-or-account

    If the login information has been lost go to
    https://en.support.wordpress.com/passwords/
    https://en.support.wordpress.com/passwords/#lost-password

    If you check each and every possible email address and account and are not successful gaining access to the blog(s) then you must 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, and provide proof ownership, so they can contact you by email ie. not on these public support forums, which are available to everyone with internet access.

    Support Staff cannot breach the privacy policy and provide the log-in information. You have to provide proof ownership to Account Recovery Staff to gain access https://en.support.wordpress.com/account-recovery/

  • Unknown's avatar
    jimandgayleholcomb · Member ·

    Thanks for your response.

    None of these options work, no combination of email addresses gets the password recovery email to be sent. Using the username does not work for password recovery either, I still have access to the email accounts I’ve used and I found the WP email transferring the account to my gmail.com address.

    This still seems to be a problem with the new WP account being created by Google using the same gmail account or password recovery not working.

    The password recovery form will not work because I do not have a transaction ID, activation URL, or 2 factor authentication codes.

  • kokkieh · Staff ·

    Hi there,

    The account belonging to the username, jimholcomb, is not using the same Gmail address as the new account you created to post here – our system does not allow the same email to be used for more than one account.

    We have sent several emails to the address for that account, but they are bouncing saying the email address no longer exists. If you don’t have any of the other verification information as required by our account recovery form, we won’t be able to give you access to that account.

  • Unknown's avatar
    jimandgayleholcomb · Member ·

    I tried posting on the page, not logged in, and the moderation approval request came to the correct gmail account, which is the same gmail address on the account I’m using here.

    I have an email from wordpress.com from 2013 that confirms my switch to this email address, I have no other emails switching away from it and I archive everything. From what I have read Google does not delete inactive accounts and I have one that I recently logged into after 5 years and it still worked, so I don’t know why the gmail account you reference above wouldn’t exist.

    Thanks for your help,
    Jim

  • kokkieh · Staff ·

    The jimholcomb username account does not use a Gmail address – I never said it uses a Gmail address, I only said it doesn’t use the same address as the jimholcomb270318 account. It is in fact using a completely different email provider. For security reasons I cannot tell you what that email provider or what the actual email address is.

    If you’re receiving the emails at your Gmail address, then you must have set up a forwarding service at some point with the email provider for the other address, but that alone is not proof that you own the account. We can only accept an email from the actual address connected to the account as verification of ownership.

    I have an email from wordpress.com from 2013 that confirms my switch to this email address, I have no other emails switching away from it and I archive everything.

    From which email address to which email address? I see no record in the logs for that account that the email has ever been changed.

  • Unknown's avatar
    jimandgayleholcomb · Member ·

    Email for the email address switch is below. It does not mention the address that I was switching from, it could be a yahoo.com, holcomb.com, or a pobox.com address. Since I’m getting post moderation emails to the gmail.com address I must have clicked the link.

    ———- Forwarded message ———
    From: WordPress.com <(email visible only to moderators and staff)>
    Date: Fri, Mar 22, 2013 at 8:20 PM
    Subject: [Jim Holcomb's Blog] New Admin Email Address
    To: <(email visible only to moderators and staff)>

    Dear user,

    You recently requested to have the administration email address on
    your site changed.
    If this is correct, please click on the following link to change it:
    http://jimholcomb.wordpress.com/wp-admin/adminemail/69eac369c25e58a3137b70b399ca3d79/

    You can safely ignore and delete this email if you do not want to
    take this action.

    This email has been sent to (email visible only to moderators and staff)

    Regards,
    All at WordPress.com
    http://wordpress.com/

  • Unknown's avatar
    jimandgayleholcomb · Member ·

    OK, I thought I had access to the yahoo.com address that I probably used to setup the site but although Yahoo lets me login with that address I can’t receive email at that address. I’ll work on checking into that.

  • kokkieh · Staff ·

    The email you quote refers to an admin email for the site, not the email address for the username account. We discontinued use of site-specific admin emails several years ago, as those are not unique to a specific account.

    You are still receiving emails about the site at that address because we did not removing existing admin emails that were already set when this feature was retired, but while it proves the site owner at some point decided notifications about the site should go to your email, it doesn’t prove that you are in fact the site owner – that email address can potentially be connected to any number of sites in any number of accounts, while the account email address can only be in use on a single username account.

    OK, I thought I had access to the yahoo.com address that I probably used to setup the site but although Yahoo lets me login with that address I can’t receive email at that address. I’ll work on checking into that.

    If you have access to an email that you believe may have been used for the account, getting that working again would be the best way to verify your ownership, yes. Are you able to send emails from that address?

  • Unknown's avatar
    chicciecherie · Member ·

    Hi,

    I cannot remember my passord so I have clicked on “forgot password” to reset it. I have received the linkn in my email but when I click on the link; it opens a page which says the beloz

    500 Internal Server Error
    An internal server error occured.

    Can you please advise what do I need to do to reset my passowrd and access my site?

    Thanks,
    Sabrina

  • staff-zinnia · Staff ·

    Hi Sabrina –

    Any chance you have email forwarding in place? Double check you’re checking the address listed at wordpress.com/me/account/ If the link will not load I can email one to you. Just let me know.

  • The topic ‘Lost password, reset password link not working’ is closed to new replies.