Site renewal
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Good morning,
I recently received an email stating that the credit card used for the site was going to expire and we need to update the credit card information in order to keep the site. When I login, a message pops up stating that I do not own the site and cannot make changes to the account. However, no one else within our organization seems to have an account to manage this site. Is there any way to get the account set-up so that I can manage it and update our credit card information before our website expires?The blog I need help with is: (visible only to logged in users)
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Hi there,
I am adding a ‘modlook’ to the thread. So that a staff member will soon look into the issue.
please be patient!
Thanks!
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Hi @turtletrapper, are you able to log out, then log in using the email address that received the notification? That one should be the upgrade owner.
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Hi @supernovia,
When I click the link in the email (says Keep my subscription) the site requires me to login and then takes me to the Manage Purchases tab. As soon as I login and get to that page, I get a message at the top right of my screen saying: “Sorry, this user account does not own the product you are trying to renew.” I also cannot see any billing history, saved credit cards or upcoming charges.
Thanks!
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Can you tell me what email address the email was delivered at?
Our forum software is going to strip that email address out, you won’t be able to see it once published but I will be able to. Then I can look up the proper account and try to reach you from there.
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The email address that the renewal notification was sent to is (email visible only to moderators and staff).
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Thanks. Is there any chance that you have an email forward set up somewhere?
Have you already tried to clear the browser cache and start from the beginning?
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I cleared my browser cache and tried to login to renew the subscription. I still got the same message in the upper right of the screen.
I don’t believe there is an email forward set-up (that I have set-up at least). I have spoken with other co-workers and they claim that they were not involved in the initial set-up of the website, although it may be possible that one other person was. Could you look up (email visible only to moderators and staff) to see if maybe something was set up through his email and an email forward was set to my email?
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The emails you’ve given us don’t match the one on the account that owns the account. But if you got the expiration notice it’s almost assuredly being forwarded.
Maybe you could use that to reset the password too, if needed?
If not, another option would be to look up the transaction ID on your statement from last year. You can use that to regain access to the correct account.
Don’t post the ID here in public, but do let us know if you have it… we’ll email privately.
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I think we got it figured out! The email was being forwarded from another address, so I used that email to login and reset the password to regain access.
Thanks!
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