Split: How do I contact support to recover my website???

  • Unknown's avatar
    enesdeniz · Member ·

    Don’t know where to post that but my sole purpose is to ask for help. I never intend to break any forum rules. Been searching for this issue on multiple sites but I have not found a solution.
    I have a wordpress.com blog (kesinlically.wordpress.com) but realized yesterday that someone somehow moved some of my posts to drafts and possibly did other things that I don’t yet know and will probably never discover. This apparently happened some 3 days ago.
    I need to know what happened to my blog and restore an up-to-date backup.
    I even attempted to download a recent Google cache of my blog to have an offline backup but to no avail! Then I noticed after some time that the Google cache was updated already, which means that the recently cached complete version is now gone. I therefore urgently need help.
    Note that I do have the option to restore/republish my posts but in that case, they will appear as if published just now. These will even include posts that I had published months ago.
    Besides, I don’t really know what else I lost, so my safest option would be to ask for a recent backup to replace the currently ruined version.

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

  • Unknown's avatar
    staartmees · Member ·

    If someone was able to access your wordpress.com site and account, it means they also have full access to your email account.
    To thighten security on your wordpress.com account: change your password to a really strong password and activate 2FA. https://wordpress.com/support/security/two-step-authentication/.
    You can check all activities on your site yourself at https://wordpress.com/support/activity/.

  • kokkieh · Staff ·

    Hi there,

    I’ve moved your reply to its own thread – when you post into an unrelated thread created by someone else, you make it harder for us to help both you and the person who created the other thread.

    You can create your own support request at any time by clicking the question mark icon that appears bottom-right on all the dashboard pages.

    someone somehow moved some of my posts to drafts and possibly did other things that I don’t yet know and will probably never discover. This apparently happened some 3 days ago.

    There are two admins on your site: you, and the account with the username, muwaffiq, who you added to your site in August 2019. Based on your site’s activity log at https://wordpress.com/activity-log/kesinlically.wordpress.com, those changes were made by the muwaffiq user.

    When you add someone to your site as an admin, you give them the ability to change anything they want on the site, including deleting the site entirely, so we consider these changes to have been made by someone who was authorised to access the site and make those changes.

    If you don’t want that person to have this level of access to your site, you can change their user role or remove them completely under Users ->All Users in the dashboard:

    https://wordpress.com/en/support/user-roles/#changing-user-roles

    I need to know what happened to my blog and restore an up-to-date backup.

    Real time backups that you can restore on-demand to reverse changes are only available to sites on our Business Plan. While we do also keep backups of all sites on WordPress.com, those can only be restored in the event of a system failure on our end which caused data loss. We cannot restore those backups on demand to reverse unintended changes to a site.

    So I’m afraid in this case restoring a backup won’t be possible. Upgrading to Business also won’t help – if you upgrade, we’ll only start keeping real-time backups as of the moment you buy the upgrade, and you still won’t be able to restore your site to a point earlier than that.

    Though the activity logs I linked to above aren’t complete (on the free plan we only display a limited number of log entries), it will give you at least some idea of what has been changed.

    To restore any posts that have been deleted, go to Posts ->All Posts ->Trash and restore them from there. For posts that have been set to draft, change their status back to Published. And for posts that have been modified, you can use the revision history in the Editor to revert the post to an earlier version, before it was changed:

    https://wordpress.com/en/support/trash/

    https://wordpress.com/en/support/editors/page-post-revisions/

    Note that I do have the option to restore/republish my posts but in that case, they will appear as if published just now.

    Republishing a post doesn’t change the publication date. It should republish at the same date and time as it was originally published.

    The only way the publication date of a post can change is if you deliberately change it in the editor, before you republish it.

    Let us know if you run into trouble making any of these changes.

  • The topic ‘Split: How do I contact support to recover my website???’ is closed to new replies.