No reply from email support

  • Unknown's avatar
    walydabdallah · Member ·

    I have emailed support on 12th April about a missing site, they requested some details after a back up did not work. I provided the details on the 14th, and then followed up again on the 16th and 17th, still no reply. I sent another support request and still nothing – I need help.

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

  • Unknown's avatar
    aisajib · Member ·

    Hi there!

    Apologies for the delay in getting back to you. I’m here to help you with this.

    I noticed that the domain chasetheaceorg.com is currently pointing to external IP addresses, which means the site you see at chasetheaceorg.com is not hosted by us at WordPress.com.

    To show you the WordPress.com site, I set the WordPress.com address as the primary address. As a result, you can access this link to see the WordPress.com site: https://chasetheaceorg.wpcomstaging.com

    It looks a little broken now, but does it look similar to the site you’re looking for? If yes, we can remove the IP addresses from the domain so that it starts loading your WordPress.com site and make it primary again.

    If the site at https://chasetheaceorg.wpcomstaging.com/ doesn’t look like what you’re expecting, did you perhaps have your website hosted elsewhere?

    It’s worth noting that not all WordPress sites are hosted on WordPress.com. For example, if you built a WordPress site with Namecheap (your domain registrar), it’ll be completely separate from us. Those WordPress sites are called self-hosted WordPress.org sites.

    There are some differences between WordPress.com and WordPress.org. If you aren’t sure about them, please check the following page that explains the differences between the two: WordPress.com vs. WordPress.org.

    Can you also tell us the rough time around when the site stopped loading for you? Based on the time, I can investigate some more to see what might have happened to the site you’re expecting to see in your domain. But right now, your WordPress.com site is at https://chasetheaceorg.wpcomstaging.com, and the domain chasetheaceorg.com is loading an externally-hosted WordPress.org site.

    Thanks!

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