Urgent Help Needed!
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My entire site is not showing up correctly and I appear to be missing the Elementor plugin all together. Please help!
The blog I need help with is: (visible only to logged in users)
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@katelandcarr can you send a link to the affected site? Plugins won’t work without a business plan, and I can’t see any business plans on this account.
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I do see that user @matthewdomaineserenecom does have a business plan that was recently deactivated. If possible, have them re-add that or contact support so we can help.
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Hi there,
As @supernovia said, the site domaineserenewinelounge.com is owned by the user @matthewdomaineserenecom. Also, they are the ones that have purchased the Business plan and have mapped the domain.
You need to contact them and ask them to renew the Business plan in order the site to start functioning.
If you’re unable to get in touch with them, you can try and recover access to their account by reading our Account Recovery guide:
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I sit right across the desk from him. It will not let him renew the account. We get an error message saying “Sorry, this user account does not own the product you are trying to renew.”
I am very frustrated with the customer service I am receiving… I have asked both through chat and email for someone to please contact me via phone to resolve this issue. We have now had our website down for over a day. Can someone please give me a phone number to call?
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katelandcarr –
I understand that this has been frustrating. Could you ask matthewdomaineserenecom to post in this thread too? Then we can make sure that they are in the correct account.
One suggestion I have is to clear the browser cache and then sign in to matthewdomaineserenecom again.
If they’ve ever accessed a different account on that computer, the browser could be holding on to the wrong details.
There isn’t any phone support available. All of our support comes through online channels.
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