Need wordpress.com support to respond: user account mix up

  • Unknown's avatar
    jodyjazzbc · Member ·

    Something is off. When we log in using (email visible only to moderators and staff), we can only manage our site if we manually navigate to jazzbc.com/wp-admin. Otherwise, it shows that the account associated with that login doesn’t have any active sites (actually just one that we have never set up).

    We need jazzbc.com to be reconnected to the proper login — (email visible only to moderators and staff).

    We have a paid account, but cannot ask for help from within that paid account — it always directs us over to this free account. We need help from someone from WordPress.com to address this for us.

    WP.com: Yes
    Correct account: Unknown

    The blog I need help with is: (visible only to moderators and staff)

  • staff-95percentghost · Staff ·

    Hi, this account you’re writing from (username: jodyjazzbc) is not shown as being a member of the jazzbc.com site.

    If the email address you mentioned is associated with this jodyjazzbc account, then I would suggest:

    1. Change this account to use a different email address
    2. Log out of this WordPress.com account, and then log in on the WordPress.com account which does manage jazzbc.com
    3. Change the owning account to use the correct email address.

    We do have a guide regarding changing the email address on a WordPress.com account:
    https://en.support.wordpress.com/email-address/

  • Unknown's avatar
    jodyjazzbc · Member ·

    Thank you. Are you able to see the account that IS associated with jazzbc.com? What email address is it based on? We are pretty sure (email visible only to moderators and staff) is the email address we used to establish the site. Thanks for your help.

  • staff-totoro · Staff ·

    Hi there,

    That email address is already in use on your @jodyjazzbc account. To clarify, email addresses can only be used once, so your other account must be using a different address.

    One thing you can try is to enter any of your other email addresses into the form here: https://wordpress.com/wp-login.php?action=lostpassword

    If the email you enter is a match, you will see a login link in your inbox and you can use that to regain access.

    If you’re not sure on the email address still, you can fill out the form here and our account recovery team will assist you privately via email: https://wordpress.com/wp-login.php?action=recovery

    On that form you will be asked to provide a transaction ID for your purchase, which is the fastest way to prove you are the holder of the account. You can typically find on your credit card statement and there is more info on other places you can find that here: https://wordpress.com/support/billing-history/#retrieving-a-transaction-id

    Hope this helps point you in the right direction!

  • The topic ‘Need wordpress.com support to respond: user account mix up’ is closed to new replies.