No invoice sent by email or posted to admin

  • Unknown's avatar
    brsara · Member ·

    It appears on Nov. 13 wordpress removed our premium account and changed our theme. We just completed a domain transfer and I thought we paid for everything then. If we owed money elsewhere (separate from the domain), there was no invoice or notification. Please confirm if this was the case, or if there was a different issue that caused an unknown user to cancel our premium service.

    The blog I need help with is: (visible only to logged in users)

  • staff-zinnia · Staff ·

    Hi –

    Please confirm which site you’re inquiring about? Is it brandonsearchandrescue.com?

    Do you know which theme you were using? I will help you get things set back up as best I can. I can see the domain is registered but no premium plan on it, under this account.

  • Unknown's avatar
    brsara · Member ·

    Thank you! Yes it is brandonsearchandrescue.com

    We were using the Adventure Theme. I am confused, when I paid the domain fees, I wanted to ensure that the premium plan was included, on the billing screen, the invoice appeared to say it was a premium plan, so I assumed that was the price including it. Was it supposed to be paid in a different way? Because we did a domain transfer at that time, I cannot see how it was billed in the past. If there is a fee we didn’t pay, I would appreciate seeing a bill/invoice so I can apply the payment. (I would be willing to provide the receipt number privately, as well as the wp support thread that information will help).

    Additionally, I was worried there was something else wrong technically. The last time I used this website, was Nov. 11. Two weeks later my computer was hacked and I ensured my computer was restored and secured before coming back. Can you check to be sure that our account/website wasn’t hacked as well (or maybe that’s how my computer was accessed to begin with)?

  • kokkieh · Staff ·

    Hi there,

    It doesn’t look like you’ve ever made any payments for this site, and we don’t have any payment information stored for your account.

    The only upgrade in your account is the domain, brandonsearchandrescue.com, and this domain was transferred to your account by another account, burnettrachel on 10 November. That user had paid for the renewal of the domain on 9 November, but neither purchased nor renewed any Premium Plan on the site.

    Prior to that renewal, the domain was transferred to that account by another account, gracierosie The gracierosie account also appears to be the owner of the site itself.

    gracierosie also owned a Premium Plan for that site, but the last renewal for that plan was in October 2017, and the plan was removed from the site on 13 November after it expired. I see no record that gracierosie attempted to renew the Premium Plan.

    I do see gracierosie requested that we transfer ownership of the site to burnettrachel on 9 November, but they never replied to our emails to confirm this ownership transfer. We have previously communicated with you around this in this thread: https://en.forums.wordpress.com/topic/how-to-transfer-administrator-of-domain-name/

    Can you please give me the date appearing on the receipt you mention as well as the amount of the payment, and can you also tell me at which email address you received it? The email address will be hidden automatically here provided you type it on its own line.

  • Unknown's avatar
    brsara · Member ·

    Ok that makes sense, the old domain owner would have likely received the plan request for renewal. It was incredibly difficult to get in contact with @gracierosie, and she had finally responded around the time we were going to prove ownership using another method. I had asked her to transfer the domain to the @brsara account, but she transferred it to my personal user (I administer both @brsara and @burnettrachel) which is why I made the payment, then transferred ownership to @brsara because I never really wanted my personal email associated with the domain to begin with. I believe the old user never checks her email, and we caught her by fluke (she has not been administering this website for many years now).

    The receipt does not appear to include the premium plan now that I look closely, I have no problem making that payment If I can get an invoice please!

    Domain Receipt dated November 9, 2018: WordPress.com Receipt #32673971

    Sent to:

    (email visible only to moderators and staff)

    Thank you for helping me clear this up quickly! I clearly made an assumption that in renewing the domain it would include the website plan and renew everything at the same time. Please let me know if this is a separate process every year.

  • fstat · Staff ·

    Hi there,

    Plans and domain are not bundled together and can be renewed separately. You can go ahead and purchase the Premium plan (or any other plan) for your site brandonsearchandrescue.com and a receipt will be automatically generated upon payment.

    If you have any other questions, just let me know and I’ll be happy to help.

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