Recurring annual $99 charge

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  echoinco · Member · Aug 20, 2018 at 2:55 pm

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  Hello— I took over admin of our website and do not know why we have a $99 annual charge. Our hosting was moved back in November, and we have a custom theme. Can you help me understand what this recurring charge is for? Thank you!

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

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  dkmyta · Member · Aug 20, 2018 at 4:38 pm

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  Hey there,

  The $99 is likely the annual payment for a Premium plan.

  I’ve tagged modlook for staff to help you out with this. Staff will be in touch within a few hours to look into your inquiry.

  For more information about how to get the attention of staff please review the following documentation: https://en.support.wordpress.com/getting-help-in-the-forums/#how-do-i-get-a-moderatorstaff-reply-for-my-question

  Cheers

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  supernovia · Staff · Aug 20, 2018 at 7:53 pm

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  Hi @hadfielh, I can see the upgrade under another account ( echocolorado ). Can you log in as that user so we can get it cancelled as needed? Once you’re logged in as that user, you can reach out directly at http://wordpress.com/help/contact .

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  echoinco · Member · Aug 21, 2018 at 2:28 am

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  Hi Supernovia– thank you for your reply. I do not have the log ins for that user– is there a way to get support retrieving it?

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  echoinco · Member · Aug 21, 2018 at 2:28 am

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  thank you!

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  supernovia · Staff · Aug 21, 2018 at 5:11 am

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  @ hadfielh you can reset the password for echocolorado so long as you have access to the email address. Otherwise, use wpchrg.com to securely look up the most recent charge and get in touch with our billing team. I hope that helps!

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  echoinco · Member · Sep 4, 2018 at 5:50 pm

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  Hey all – I completed the form and received an image confirming it’s the premium charge but it didn’t get me in touch with the billing team so I guess I’m at a dead end.

  Any tips on how to proceed?

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  brookedot · Member · Sep 4, 2018 at 8:18 pm

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  Hi there,

  Glad you were able to confirm the charge using wpchrg.com. We will need to hear from the owner of the account, echocolorado before a refund can be issued.

  Since you have a paid upgrade you may use that as verification of the account using our account recovery form at:
  https://wordpress.com/wp-login.php?action=recovery

  You’ll find complete information on account recovery at:

  Recover Your Account

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  echoinco · Member · Sep 17, 2018 at 8:57 pm

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  Hi all– I have completed the account recovery after setting up the two-step authorization and received a confirmation “we will investigate your details and get back to you soon.”

  This was last Monday- and I have not received any additional follow up or details.

  I’m at a total stand still/grid lock/ and have no idea what to try next? Any advice or ideas?

  Thank you!

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  gemmacevans · Member · Sep 18, 2018 at 9:02 am

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  Thanks for doing that — I’ve checked your support history and I can see a member of staff sent a follow up email to address on your Account Settings page on 10th September 2018. Can you check your spam folder in case it has gone there?