Restore Our Website

  • Unknown's avatar
    jeanpouget34 · Member ·

    Hello,

    our subscription ended on the 16 of november and we just paid a year but the website is not back as it should.
    Could you help us restore our Website with Jetpack please ?

    Thank you in advance.

    WP.com: Yes
    Jetpack: No
    Correct account: Yes

    The blog I need help with is: (visible only to moderators and staff)

  • kathrynwp · Staff ·

    Hi @jeanpouget34 – I’m taking a look at this now and will keep you posted here.

  • kathrynwp · Staff ·

    Hi @jeanpouget34 – here’s what I did:

    I reactivated the Hosting Configuration features on your site, which brought back the Jetpack backups. I also re-set izosell.com as your site’s primary address.

    I then set a restore point of Nov. 15, the day before your site lost the Business plan features, which happened at Nov. 16 at 18 UTC. The restore is currently still running and you’ll get an email once it completes.

    Please look over the site once the restore is finished.

    If all looks OK, you will need to make the site public again, under Setting > General > Privacy, as it was automatically set to private when you lost your Business plan features on Nov. 16.

    If you wish to roll back to a different restore point, you’re welcome to do it yourself, under Jetpack > Sauvegardes. Just be sure to choose a date BEFORE Nov. 16 at 18 UTC. (Also keep in mind that that the dates indicated on your backups area are set to your site’s time zone, not UTC.)

    Let us know if you need further assistance.

  • Unknown's avatar
    jeanpouget34 · Member ·

    Hello Kathrynwp,

    Thank you for your action, we can see that our website is back online and working !

    We have one more issue: I added a user on november 30 but since the backup he can’t access any pages and I can’t see him on the list of users anymore. When I try to add him it says “already a member”.

    Could you take a look ?

    Thank you for your work ! :)

  • staff-dragon · Staff ·

    Hey there,

    Thanks for getting back to us, we would be happy to take a look. Can you share the email address of the user who is unable to sign in? Generally, we recommend against sharing information like this in the forums but the email will be automatically hidden except to Forum Moderators and Staff.

    Thanks! Look forward to hearing from you.

  • Unknown's avatar
    jeanpouget34 · Member ·

    Hello,

    Sure, here it is: (email visible only to moderators and staff)

    Thanks again for the quick reply.

  • fstat · Staff ·

    I’ve made a tweak on our end, so you should be able to re-add them without issues.

  • Unknown's avatar
    jeanpouget34 · Member ·

    Hello again

    I added the user back but when he goes on “Pages” he has an error message saying “Jetpack is unable to communicate with your site because it is not connected.” and he can’t see any pages. On my side everything is working fine.

    Could you provide some help ?

    Thanks

  • staff-dragon · Staff ·

    I checked your Jetpack connection and was able to resolve the connection issue. Please have the user take a look and let us know if they are still having trouble connecting.

  • Unknown's avatar
    jeanpouget34 · Member ·

    Hello, sorry for the delay, the issue is still here… I don’t understand why…

  • Unknown's avatar
    helper-heroponriki · Member ·

    Hello! I delved deeper into the problem, and it seems that although we successfully restored the site and users, their login token for the user got corrupted. I’ve addressed that issue and managed to reconnect them.

    Could you kindly ask them to log out, log back in, and then inform us if the problem persists? Your cooperation is much appreciated!

  • Unknown's avatar
    jeanpouget34 · Member ·

    Hello everyone, Everything is fixed now, the log out log in solution worked, thanks a lot !

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