Switched to own domain as primary domain and the site disappeared

  • Unknown's avatar
    oysmal · Member ·

    Hi,
    I switched my site from the free domain to our own domain (configured at external domain registrar). While waiting for the pending SSL certificate, I used the health-check tool, which said I needed to reconnect Jetpack. I did that, but got an error related to the SSL not being up and running yet (Jetpack said it could not find a valid certificate for the site). After this, the site DISAPPEARED from my wordpress.com account, and I cannot find it again. The regular wp-admin console is still available, but not the one on wordpress.com – which I need to control the wordpress.com plan.

    Is there any wordpress.com staff that can help with this, or anyone that knows how to fix this?

    WP.com: Unknown
    Jetpack: Yes
    Correct account: Unknown

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

  • Unknown's avatar
    oysmal · Member ·

    NOTE: The site I need help with is NOT twr.bergen.works (that is one I migrated). The correct site is twr.no

  • aleone89 · Staff ·

    Hello there,

    Many thanks for reaching out.

    I can see twr.no is using WordPress.com A Records, but using different name servers.

    From what I can see the site is being hosted elsewhere – can you confirm if this is the case please? As this will determine next steps.

    Many thanks.

  • Unknown's avatar
    oysmal · Member ·

    Hi,

    Thanks for your swift reply.

    twr.no is hosted on wordpress.com using a Business plan. It is not hosted elsewhere, but was migrated from twr.bergen.works. twr.bergen.works is the only page showing up in my wordpress.com dashboard, where this morning both this and twr.no showed up (twr.no on the Business plan, so I lost my ability to use the live chat as well).

  • aleone89 · Staff ·

    Hello there,

    Understood – ok so it looks like a migration could have been run using All In One WP Migrate – is that correct?

    If yes, we may need to reach out via email to fix things up there.

  • Unknown's avatar
    oysmal · Member ·

    Hi,

    Yes, that is correct. My colleague (who is the owner of the wordpress.com account), as it turns out actually still has access to the wordpress.com dashboard site.

    It seems that even though I was an administrator, my user for the dashboard site has disappeared somehow.

    There appears to be major issues with the dashboard site, as when my colleague tries to do certain changes to the settings (e.g. activating wordpress.com login from the users setting-page, so that he can add me as an admin again), we get a generic error stating “an error occurred when saving”.

    My colleague sent a mail via the Live Chat help system on the dashboard site, so you can reply on that mail-chain if you prefer.

    Thanks!

  • Unknown's avatar
    helper-heroponriki · Member ·

    Thanks for the update. Since this will require access to the site’s backend, your colleague should work with our priority support team to get this resolved.

    I see your colleague’s request in their queue, so they should look out for their response.

    Thanks!

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