Problems accessing domain

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  help413 · Member · Jan 18, 2017 at 4:49 pm

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  Hi there, firstly, I have found it incredibly difficult to contact support! I’m not contacting you for help413.wordpress.com – I’m actually contacting you about http://www.lanternaeducation.com a site hosted by someone else but with a WordPress installation.

  I am facing MAJOR issues with trying to access the site, specifically, if someone tried to log in to /wp-admin and tries unsuccessfully or tries to change their password, our IP address seems to be blocked. Currently I cannot gain access to http://www.lanternaeducation.com or our sister companies site http://www.kognity.com through our current IP address, we keep getting connection timed out!

  I’d appreciate any help you can give ASAP as this is business critical

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

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  help413 · Member · Jan 18, 2017 at 4:51 pm

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  Please note, I don’t actually need help with help413.wordpress.com – but I could not find any other way to contact WordPress without having created a new account.

  The issue I have is we now keep getting ERR_CONNECTION_TIMED_OUT and no way to access the site unless we hotspot.

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  help413 · Member · Jan 18, 2017 at 9:50 pm

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  Can anyone help me?

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  timethief · Member · Jan 18, 2017 at 9:53 pm

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  lanternaeducation.com is a wordpress.ORG software install on paid hosting, hosted by Bahnhof Internet AB, not by wordpress.COM.

  That site is not on our servers. You are posting to the wrong support forum.

  WordPress.COM and WordPress.ORG are completely separate and have different username accounts, logins, support docs and support forums, and many people get confused about the two.

  The wordpress.ORG login link is here https://login.wordpress.org/ If you do not have an account yet then click Create an account https://login.wordpress.org/register/ and if you have lost an account password click Lost password? https://login.wordpress.org/lostpassword/

  This is wordpress.COM support. We provide support only for wordpress.COM hosted sites. Our support docs do not apply to
  (1) local installs of wordpress.ORG software on your own server or
  (2) wordpress.ORG software installs on paid hosting, and we do not provide support for them at wordpress.COM.

  Also, note that we do not provide Jetpack support https://jetpack.com/support/ for sites linked to wordpress.COM accounts with the Jetpack plugin so they display on the My Sites wordpress.com account page.

  Some Jetpack solutions are here http://jetpack.com/support/

  Others are in the Jetpack support forum at WordPress.org
  http://wordpress.org/support/plugin/jetpack

  However, if help cannot be found at either one then they can file a Jetpack support ticket here > http://en.support.wordpress.com/contact/?jetpack=needs-service

  WordPress.COM and WordPress.ORG are completely separate and have different username accounts, logins, features, run different versions of some themes with the same names, and have separate support documentation and separate support forums. Read the differences here http://en.support.wordpress.com/com-vs-org/

  WordPress.org support docs are at https://codex.wordpress.org/Main_Page
  See also https://apps.wordpress.org/support/

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  help413 · Member · Jan 18, 2017 at 10:14 pm

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  WordPress should make that clearer.

  Thanks for the help.

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  timethief · Member · Jan 18, 2017 at 10:14 pm

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  You’re welcome and best wishes.