Premium account locked due to wrong email – billing verified-

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  optimisticc5af2d1cf7 · Member · Feb 18, 2026 at 11:17 pm

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  Hi there,
  

  Right now i cant access the account because verification is being sent to (email visible only to moderators and staff) instead of (email visible only to moderators and staff)… we do not own the domain and i havent been able to create an alias with the .com to access verification and get on with working

  (ive tried 3 seperate payment infos.. 3 seperate references, and 3 seperate receipt infos from our business AMEX account and still cant get through )

  For context, there have been three WordPress.com charges totalling $513, so the Premium plan is fully paid. Unfortunately, the recovery form wouldn’t accept my payment references, and I can’t receive verification emails sent to the incorrect address.

  This is a bit time-sensitive, as I’m in the middle of actively working on the site, so I’m keen to resolve access as soon as possible.

  I’m very happy to provide billing proof, transaction details, or any other verification privately if that helps move this forward.

  Could someone please advise the best way to securely verify ownership and regain access, or let me know where I can email this information to assist?

  
  

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  staartmees · Member · Feb 19, 2026 at 8:09 am

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  To restore access to the account owning that site, simply use the Transaction ID as described at https://wordpress.com/support/account-recovery/#transaction-id

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  optimisticc5af2d1cf7 · Member · Feb 23, 2026 at 12:55 am

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  I am unable to submit an account recovery request because the recovery form does not accept my valid billing information and cannot be completed.

  I have attempted the recovery process multiple times and it is not possible to submit successfully. This is not a forgotten-password issue.

  Please escalate this case to Account Security for manual verification or advise on an alternative recovery method, as the standard recovery form is unusable in this situation.

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  elcristofue · Staff · Feb 23, 2026 at 6:35 pm

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  Hi @optimisticc5af2d1cf7, thank you so much for bringing this to our attention!

  I’ll be reaching out to you via email shortly so we can continue helping you from there.