Other users can’t log in to wordpress dashboard

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  vertigrowcanada · Member · Apr 14, 2021 at 12:38 am

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  I have a few people working on my site. I can login without any issues but my teammates cannot (one had some success with a VPN). I tried making another account with admin privileges for them but still no luck. What’s going on here?

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  staff-totoro · Staff · Apr 14, 2021 at 3:28 am

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  Hi there,

  I do not see any sites under your @vertigrowcanada WordPress.com account when I check on our end. You can confirm by visiting this page: https://wordpress.com/sites.

  Is it possible you created your site under a different login?  Is it the case that you are using another provider like GoDaddy, Bluehost, Hostgator, etc. instead? What is the URL of the site you are needing help with?

  Happy to check in our system so we can take a closer look.

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  vertigrowcanada · Member · Apr 15, 2021 at 12:59 pm

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  Hi Jerry,

  Could we please move this over to email as I do not want to share private information on this public forum.

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  helper-heroponriki · Member · Apr 15, 2021 at 2:15 pm

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  @vertigrowcanada – we only have email support for paid plan accounts, so we’ll need to continue assisting you here in the forums.

  You can reply with the site URL and we’ll note it securely on our end and remove it from your post if you’re concerned.

  Additionally, since we cannot access files or data for sites that are hosted elsewhere, WordPress.com staff can only assist with sites that are hosted on our servers.

  Thanks!

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  vertigrowcanada · Member · Apr 15, 2021 at 2:45 pm

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  The site [REDACTED] was initially created by a contractor who used their email address/account. I am happy to become a paying customer of yours, but I cannot see how to do so on my account page since my site is not linked to my account. How can I go about doing this?

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  helper-heroponriki · Member · Apr 15, 2021 at 3:57 pm

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  Thanks for the URL! It looks like your site is not hosted with WordPress.com. It is a site using the open-source WordPress software (from WordPress.org) but hosted at Digital Ocean.

  Because WordPress.com and WordPress.org are two entirely separate entities, we cannot access files or data for sites that are hosted elsewhere, so WordPress.com staff can only access and assist with sites that are hosted on our servers.

  You can find more information here about the differences between WordPress.org software and WordPress.com: https://wordpress.com/support/com-vs-org/

  https://wordpress.org/support/ is a great resource for sites using the open source WordPress.org software, and you can find support for that at: https://wordpress.org/support/forums/

  You can also reach out to your host for help with this. Since they’re hosting your site’s files, they also have access to those files and are the best ones to help you with this login problem.