Paid for premium but not purchase not recognised
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Hello Team,
I have paid for a premium package but I cannot use the domain I have paid for. The links to take me through to the site I have paid for are broken. I’ve been trying to get help from a bot which tells me I need a paid plan to get a response. A vicious circle.
I have probably misunderstood it somewhere but it has been very hard to navigate. Please let me know what I need to do. Very grateful for your assistance.
9K764SPH31
Kind Regards,
Laura
The blog I need help with is: (visible only to logged in users)
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You registered your domain on the 23rd July but this WordPress.com account was only created on the 25th July. Have you accidentally confused things by creating more than one account/site. Can you log out from here and log back in with the credentials you used initially. I assume you wrote that down?
At some point, you may run into a situation in which you’ve lost access to your account. This guide will explain the steps to avoid getting locked out and how to recover your account if you cannot log in. Before you follow the instructions below to recover your account, verify that your site is hosted through WordPress.com. You can use our Site Profiler and enter your custom domain to ver -
Hi magic robot,
I have just logged in under an email that was previously used and it brings me right back to the one I was already signed in with. I’m so confused.com
I was only following what the emails were guiding me to do. It does look like there is two sets of details but they come out the same.
what on earth have I done 🙈
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hi Magic Robot,
I have logged in under the email I would have previously used but brings me back to cirrusgroup.uk very confused.com
I was following the email set up guides but it does seem like there are two profiles.
what have I done 🙈
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Hi Magic Robot,
I was just following what was being suggested in the emails, I just assumed they would all connect up through the same information. I wasn’t to know.
I have just tried to log in under the email I would have used at set up and it took me straight back through to cirrusgroup.uk
Would it be easier to get a refund on the website and start again?
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Dear Magic Robot,
I can assure you it was not on purpose, I tried to link them, I didn’t know there was a set way to do things? I logged into the email that was originally used and it takes me straight back to Cirrus, very confusing. – Thus I cannot recover my account.
Should I cancel and refund on my domain and start again?
Kind Regards,
Laura
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Hi there!
I don’t see any purchases on your WordPress.com account with the username “salesaa7de5dea8”. It appears you ended up creating two WordPress.com accounts and you are checking the wrong one.
The domain cirrusgroup.uk is linked to the WordPress.com account with the username “lauramariekearns”. What you have on that account is not a Premium plan, but instead, you have purchased a WordPress.com Personal plan on it.
Canceling and refunding can only help complicate this matter further. Hence, please don’t do that.
Instead, make sure you are logging in to the correct WordPress.com account “lauramariekearns” where you made the purchases.
You can refer to this guide to learn where to log out and log in on WordPress.com: https://wordpress.com/support/log-in-to-wordpress-com/
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Hi Nigel,
I’ve managed to log into lauramariekearns but unfortunately my issue is not resolved, I went to publish the site, once again was saying my paid plan is not recognised. Whether or not my plan is premium or personal I have still paid for it until I can expand my business.
just frustrated I can’t use it. Probably the most complicated looking site I’ve ever had to navigate.
I don’t know where to go from here and left feeling very dissatisfied that one to one support is impossible to obtain.
Please help me if you can. Thank yoi
Laura.
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Hi Laura,
I am so sorry to hear that. We will have to continue this conversation over email.
Since your concern is related to the WordPress.com account “lauramariekearns”, we will be contacting you via the email address on file for this account.
I was able to find an email thread where you reported this issue.
My colleague will be sending an email soon with more details. Please check the inbox of the email address associated with that account.
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