Urgent: Domain Access Lost After Refund – Business Disruption Risk
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Hi there,
I’m hoping someone from the WordPress team or community can assist. Our business is facing a critical issue:
My brother-in-law originally set up our website using WordPress. Since then, he has filed for divorce and is no longer responsive. Prior to his departure, we explicitly requested that our WordPress premium plan not be renewed. Despite this, we were charged $300—twice. Once via his account, and once automatically.
- Domain Renewal: We paid to renew our domain (stenetransportation.com) in January 2025. It should be active through January 2026.
- Hosting Charges: We were charged again in March 2024 despite our request to cancel.
- New Website: We’ve since hired a designer to build a new site on Wix and updated the nameservers to point to our new host. It was working for about a week.
- Refund & Issue: We disputed the $300 charge with our credit card company. WordPress initially denied the dispute, but later issued a refund. Since then, we have been locked out of our domain and cannot access it through our WordPress account.
This domain is critical to our business operations. We use it for email communication with clients and partners, and any interruption would cause significant damage.
We still have the receipt showing that the domain was renewed and should be active until 2026. I have not been able to reach WordPress support and am at a loss for what to do next.
Can someone please advise on how I can regain control of our domain or who I can escalate this to directly?
Thank you.The blog I need help with is: (visible only to logged in users)
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Hello there.
Thanks for bringing this to our attention. We’re not able to handle these cases on the forums as they involve account-sensitive details.
So, to begin this process, we’re reaching out to you via email.
Please do reply to us there when you have that.
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