User Login Loop
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I recently tried out some plugins and got converted to a wpcomstaging URL. I deleted the plugins but don’t know how to get back to the old URL, if that’s even possible. I only mention this in case it is related to the real problem: users cant log in to the private website. I’ve tried clearing caches and I’ve found suggestions to deleting the /jetpack/ folder (my site doesnt have one). Nothing seems to work. When users try to login then get stuck in a loop. Any help would be much appreciated!
-p
The blog I need help with is: (visible only to logged in users)
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Hey there,
When you enable plugins on your site we upgrade the backend to support this functionality which moves your site from .wordpress.com to .wpcomstaging.com. It sounds like one of the plugins may have caused an issue on your site. If you would like, we can revert the site to how it was when you enabled plugins. This will move your site back to .wordpress.com and will remove any changes that installed plugins may have made. You can also enable plugins again if you wish.
I hope this helps, and let us know if you would like to rever the site.
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Hello,
Yes, please do. I have tried reverting to a backup, deleting the only plugin I added as well as disabling all my plugins and none of those actions have fixed the issue.
-p
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Hi @pandmz, we’re just setting this up for you and I noticed we need to address these caveats first:
- Plugins and third-party themes will be removed and can’t be added without re-upgrading to Business
- The site will likely revert to using a theme you had prior to the change
- We’ll do our best to migrate any content over, but there is some potential for loss, as any custom content created by plugins and themes may not be carried over
- The site will be set to private when we downgrade it, so you have a chance to fix the theme and whatnot as needed.
- If needed, you can make a backup of the site first.
Please confirm if that’s okay!
Also:
users cant log in to the private website.
This is most likely just browser cache, for what it’s worth. So if you want to fix the issue but keep access to plugins, this guide may help them. Please confirm what you’d like to do. Thanks!
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Re-upgrading to business? I have had a business account for years and it worked fine until now. I let it lapse for a couple of weeks to resolve an issue and then paid the subscription again, and now it’s not working. The login issue is not for only one user; it is ALL users. Also, the Jetpack app is no longer working for me; media shows as a black square and I cannot see what I have uploaded into a post until after I click “publish.”
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Hi there,
Re-upgrading to business? I have had a business account for years and it worked fine until now.
You are correct that it is possible to use the Business plan for the other features (besides the ability to install plugins and 3rd party themes) which is the case for your site. The URL change is related to the time the plugin was added, not when you upgraded on your account
I have tried reverting to a backup, deleting the only plugin I added as well as disabling all my plugins and none of those actions have fixed the issue.
Thanks for clarifying. In this case you need staff to revert the site at the server level, so this is not something that can be reset on your end.
When we revert the site it will still use the Business Plan, but will return the site to the “wordpress.com” URL just as it was before you added your plugin. Same theme, basically your site is taken back in time to how it appeared right before you added your plugin.
However, reverting like this can result in losing any changes you made to the site after adding your plugin.
Did you publish any additional blog posts or make other change to your site? Or did you just add the plugin, and stop with any other changes since the site URL is different now. If you can let us know about any changes you made we will do our best to retain those during the revert.
Thanks!
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I have made a couple new posts since then but it is not a big deal to lose them. In fact, I think they were already lost in reverting to an old backup myself. I would like to revert it to WordPress.com, but I want to make sure that I will keep my business plan and the theme I have always had. Thank you.
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Hey there,
Many thanks for chasing up on this, I’ve taken a look at this and would like to check a few things before reverting or running any kind of restore…
I recently tried out some plugins and got converted to a wpcomstaging URL. I deleted the plugins but don’t know how to get back to the old URL, if that’s even possible.
Are you able to confirm what the old URL was please?
Nothing seems to work. When users try to login then get stuck in a loop.
With regards to the loop, what are users logging, and where were they ending up?
Re-upgrading to business? I have had a business account for years and it worked fine until now.
I see the site was on the ,WordPress.com Premium plan and then later upgraded to the Business plan in 2021 – to check, was all well from 2021 to recently?
Many thanks.
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Hi – all was well until very recently. I allowed the business plan to lapse for a couple of weeks because I don’t need most of the functionality for the price and was looking for a different solution. I gave up and renewed the business plan, which was functioning fine until renewal. Since the change to wpcomstaging, viewers have been unable to log in and the jetpack app no longer works for me.
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Hey there,
Thanks for getting back to me.
I gave up and renewed the business plan, which was functioning fine until renewal. Since the change to wpcomstaging, viewers have been unable to log in and the jetpack app no longer works for me.
With the original, WordPress.com Business plan and with the renewal – do you remember actually having plugins installed?
Additionally, are you able to provide answers to the questions above, as this will also point to more clues that could be helpful!
Speak soon and thank you again!
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I am not aware of using any plugins until we were trying to download a backup in order to move the site somewhere else. This is a super basic private site with the sole purpose of sharing captioned photos with friends and family and does not require most of the functionality of WordPress. I need it to have the theme I’ve used since 2014, be private with a login for viewers, and work with the Jetpack app. I haven’t looked for much more than that until I maxed out the storage space and was looking for a different solution.
The original address was http://thelittlezs.wordpress.com/. -
as for the login loop, this is what users have described:
It seems to be stuck in an infinite loop. Prompts me to log in via Jetpack login into WordPress. I click ‘Log in’ and It then shows the below error:
We couldn’t find your account. If you already have an account, make sure you have connected to WordPress.com.
and it prompts for what looks like a WordPress username/password so I re-enter those and it then takes me back to the JetPack login where when I click the ‘Log in’ button, I’m back to the above error msg.
The same type of thing happens to multiple users so it is not a cache issue. It started malfunctioning for all users at the same time. It also requires me, as administrator, to log in over and over again while I am trying to use the Jetpack app.
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Hey there,
Thank you for providing this additional information. I was able to confirm that the revert will only move the site back to when the plugin was added, roughly three weeks ago. I have processed the revert, and your domain looks to be back to thelittlezs.wordpress.com. Please take a look at the site to make sure it looks as expected, since the site has active backups we can restore a backup again if needed.
Additionally, please test to see if you are still experiencing the sign-in issues. My theory is that the sign-in issues were related to the plugin that was installed, but if you continue to experience these issues we will be happy to keep digging around.
Looking forward to hearing if this worked!
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