Unable to Access

  • Unknown's avatar
    nwalkerhatchet · Member ·

    Hi,

    Earlier today, I was trying to get my website’s speed to quicken up, because my website has been very slow lately. I activated a plugin of some sort, I believe having to do with cache clearing, and I instantly lost access to WordPress. I, and everyone else with access, am unable to access WordPress, and our website is now very slow. I don’t even know where to start in terms of getting back online. Jetpack also appears to have lost connection to WP Admin.

    Please get to me when you can.

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

  • aleone89 · Staff ·

    Hi there,

    Apologies, but we can’t help with your issue directly because we don’t host your site on our WordPress.com managed hosting.

    Ideally, you need to seek to deactivate this plugin – do you have access to the site via SFTP? On WordPress.com, we have a fail safe whereby the WordPress.com account can be accessed in order to solve these types of issues.

    To explain, we are a fully managed hosting provider and use a custom server environment that is optimized for WordPress, provides built-in security and performance improvements, as well as in-house support for your site questions.

    Because of the way we’ve optimized our service, we also use a customized version of WordPress that is different (under the hood) from what you use at your current provider. As a result, we do not have access to your site and are not familiar with the source of your issue.

    You definitely have the option to move your site to us so we can provide in-house help, using our migration plugin: https://wordpress.org/plugins/wpcom-migration/ and the site would need to be on the business plan.

    As it stands now, we cannot help since it is hosted elsewhere. The good news is that help is available here at the open-source WordPress forums: https://wordpress.org/support/forum/how-to-and-troubleshooting

    The folks in that forum are more familiar with these kinds of issues and are in the best position to help. Thanks!

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