Unable to get a WordPress support agent
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I’m trying to get to a WordPress support agent but for some reason the WordPress AI assistant won’t let me.
The AI keeps saying I need to have a ‘paid plan’ which I already do.
Is there another way to get to a support agent?
The blog I need help with is: (visible only to moderators and staff)
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I’m trying to connect a domain to my existing wordpress site. I have the auth code but when I go through the process it is giving me an error message: “user or token does not have access to this site.” My user is an administrator, and I have validated I’m using the proper EPP code so trying to figure out what is going on.
So… I click on the “?” box for support and the AI comes up. It says I have to use the forum because I don’t have a paid plan even though I have one.
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I have tagged your post so the staff can see it. Please wait patiently, someone will get back to you shortly. 😃
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Hi there @mwassmer124d9d09ea is it possible you have a different WordPress.com account that you need to be logged in with to access that info?
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I guess your other account is perhaps mwassmer. – https://wordpress.com/forums/users/mwassmer/
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Hello @mwassmer124d9d09ea! I’ll be happy to help with this.
It looks like the issue may be happening because the account you’re using doesn’t have the right level of permission to connect the domain. Only the site owner or an administrator can complete that action. The account you’re currently using to contact us doesn’t have that level of access.
Please make sure you’re logged into the correct account with the proper permissions. If you’re unsure which email is connected to that account or need help recovering access, feel free to email us directly at help@wordpress.com so we can help you privately from there.
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In the Users UI (wp-admin/users.php) it shows my account with a role of “administrator.” I have full access to the admin UI… I can edit the site, update plugins, etc.
Is there another place I need to check for the proper permissions?
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Thanks for sharing this with us, @mwassmer124d9d09ea!
Can you confirm which site you’re trying to connect the domain to? Once I know that, I’ll be able to take a closer look and guide you from there.
Looking forward to your reply!
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Sure, the current site is condata.com and I’m attempting to link the condataglobal.com domain to that site.
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You’re logged in to an account at the host WordPress.com. The AI assistant here helps with sites hosted here. Yours appear to be hosted at Azure. If you have a paid plan perhaps it is with them?
WordPress powers millions of websites, from bloggers and small businesses to massive news sites and companies. This guide will help you to understand the difference between WordPress.com and WordPress.org, and which might be the best fit for your website. In this guideVideo overviewOverview of differencesComparison of featuresOverview of WordPress.comOverview of WordPress.orgFr -
The condata.com site is a hosted site as wordpress.com (the plan shown below)
The condata.com and condataglobal.com dns zones are both serviced through azure.
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Thanks for your reply, @mwassmer124d9d09ea!
I’ll be reaching out to you via email shortly so we can continue assisting you from there. -
The backup plugins on my site are not working. There have been problems that I have been emailing customer support about for at least two weeks. Fayyaz was unable to figure out the problem. I scheduled a Zoom call. The first planned Zoom, he failed to attend. The second time we made contact, but no progress was made. He requested all of my hosting documentation and then my internet went dowm. I forwarded the information and told him that I had scheduled another zoom. His excuse for not attending that scheduled zoom was that it interferred with his gym time. I then rescheduled again for ½ hour ago and he again has failed to attend even after my emails.I need to talk to someone who can actually help me and who is reliable.
How can I get in touch with someone at this company?
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Hello @pam8080!
Could you please share the domain name of your site so I can guide you better?
If your site is hosted on WordPress.com and has a paid plan, you can contact us directly from your dashboard by following this guide:
https://wordpress.com/support/help-support-options/#how-to-contact-us
Alternatively, you can email us at help@wordpress.com, and we’ll be happy to continue assisting you from there.
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