Renewal

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  chambersa1997 · Member · Sep 22, 2022 at 6:46 am

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  Good morning, we received an email stating our product is set to expire shortly. Can you please help me confirm whether we are on an auto-renew plan or do I need to action this to keep our site up?

  WP.com: Yes
  Correct account: Yes

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

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  aleone89 · Staff · Sep 22, 2022 at 1:08 pm

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  Hello there,

  I can’t see a purchase made on this account. You would need to access the account which made the purchase in order to confirm that.

  Has this notification come to address of this particular account?

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  chambersa1997 · Member · Sep 22, 2022 at 1:14 pm

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  Hello, no, it came through to our admin account.

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  staff-zinnia · Staff · Sep 22, 2022 at 3:08 pm

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  Looking at the logs we can see that the payment renewal has failed. Yes, it is set to auto renew, but that is not working. You’ll need to contact your bank and clear that up with them. Then the renewal should process through fine.

  We send an automated email out whenever a payment fails. If you receive one of those emails after contacting the bank be sure to write back and let us know.

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  chambersa1997 · Member · Sep 22, 2022 at 3:10 pm

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  thank you. Can you please confirm what bank account this tried to take it from? It is a Natwest account?

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  helper-heroponriki · Member · Sep 22, 2022 at 3:45 pm

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  We cannot provide that information as your chambersa1997 account is not tied to this upgrade.

  The only thing I can provide is that it’s the same form of payment used for the last two renewals.

  I hope that helps!

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  chambersa1997 · Member · Sep 23, 2022 at 9:12 am

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  can you please provide me with a contact number for yourselves to change the card details. We no longer have access to the main account in order to change the card details

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  chambersa1997 · Member · Sep 23, 2022 at 9:39 am

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  sorry update on the previous message. we do have access to the main account. can you please share instructions on how i update the payment method and how we can also change the main account?

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  staff-zinnia · Staff · Sep 23, 2022 at 2:01 pm

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  Yes, of course. The first thing you need to do is sign in to the proper account. The one where this upgrade has been renewed before.

  Once you are signed in, you can update the payment information on file by following these steps: https://wordpress.com/support/payment/#edit-payment-details

  I don’t understand what you mean by change the main account Please let me know what y’all are looking to change and I’ll be able to provide instructions on how to do it.

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  chambersa1997 · Member · Sep 23, 2022 at 2:42 pm

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  thank you for the above instructions.

  How do i change that account that is in charge of our account to a different user?

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  staff-blorbo · Staff · Sep 23, 2022 at 5:28 pm

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  Hi there, the first step is to log out of WordPress.com at https://wordpress.com/me

  Then, log back in under the correct account.

  If you do not recall the password for the correct account, we have some options for you at https://wordpress.com/support/account-recovery/

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  chambersa1997 · Member · Sep 26, 2022 at 8:46 am

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  please can you confirm if our renewal has gone through now? We changed the card details to the new ones

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  aleone89 · Staff · Sep 26, 2022 at 10:47 am

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  Hello there,

  I wouldn’t be able to confirm billing details for another account due to security and privacy purposes.

  If you can access the account, all transactions can be found on this page here: https://wordpress.com/me/purchases/billing