My website has been hacked, and I no longer have access
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I received an email about the domain renewal and when I click the link to manage the subscription it says I have no sites. a hacker has changed my username on my site, and given me a random one that still links to my email but does not link to any websites. They have removed my admin access to my own website so I can no longer access the site or dashboard at all. I need to get them off my website and get admin access back for myself. I opened the AI support chat and have been waiting for a number of hours for an actual human to respond to the issue. I have no confirmation via email of a support issue being registered so have no idea if they are diverting that sort of communications away from my email (email visible only to moderators and staff).
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just to add, when I tried to put my website address in the form to submit this question, it wouldn’t work because the form said my web address was linked to a different wordpress account. my website is jillwoodmancaninecare.co.uk
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Hello @coral3b05ac0cd7! I’ll be happy to help you with this.
Please don’t worry at all. I checked and your site is safe, and we’ll be here to help you regain access to it. The issue you might be experiencing is that you could have another account connected to a different email. I’d recommend trying to log in with any other email addresses you’ve used in the past.
If you don’t remember the email address linked to the account, no worries — we can still help you recover access. For that, you can try our recovery process by following this guide:
https://wordpress.com/support/account-recovery/#verify-your-account-ownership
Once you’ve submitted the account recovery form, we’ll be sure to follow up with you via email to keep your information secure.
Please let us know if you have any questions or need any extra help, and we’ll be happy to assist you. -
thanks for getting back to me. i only ever had one user on the site – myself – and that one wordpress account. i have tried different possible email addresses just in case i used the wrong one, but nothing worked, including the one used for the initial set up of the site. I have submitted the account recovery form, with a transaction code from the original purchase but when i tried copying the activation link from the button in the email it wasnt accepted. i have had to put a different email address on the form as it wouldnt submit otherwise. I’ll look out for the email . thank you again
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Hello @coral3b05ac0cd7! Thank you so much for informing us and for using our Account Recovery method.
Our team has received your request and will carefully review the information you provided. You can rest assured that we’ll get back to you as soon as possible with the next steps.
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