Website disappeared

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  adminbandre · Member · Apr 23, 2024 at 6:59 pm

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  Hello,

  My client had her website since February 2023, under bianca-andre.com. The domain name was registered with GoDaddy and the website hosted on WordPress.com. Everything was working great, until just yesterday when entering that URL, an error message is returned:
  ‘bianca-andre.wordpress.com doesn’t exist
  The address bianca-andre.wordpress.com cannot be registered. Site names can only contain lowercase letters (a-z) and numbers. But you can sign up and choose another one.’

  The website is entirely gone, but what is most stressful is that I cannot access the admin panel at all. When I try to, it takes me to a new auto-generated panel that doesn’t have any of the pages or e-commerce set up anymore. All of the setup on the GoDaddy side are still correct, and service paid for until 2026, but it does say it can ‘take a few days to connect’, which makes no sense since it was just fine a few days ago. How can WordPress unilaterally delete an entire website without notice? As you can imagine, this is quite distressing, as it took a long time to set everything up, and we’d have to do it all again from scratch. What can be done?

  Thank you,
  Pauline

  WP.com: Yes
  Jetpack: No
  Correct account: Yes

  The blog I need help with is: (visible only to logged in users)

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  adminbandre · Member · Apr 23, 2024 at 7:23 pm

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  Update: I’ve now found out that the plan did not get renewed on time (long story short, the email associated with the account is not monitored for a variety of reasons, and I was brought on this project only fairly recently). Is there anything that we can do to retrieve the original content so we can upload it again once we’ve sorted out the upgraded plan situation?

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  helper-heroponriki · Member · Apr 29, 2024 at 5:00 pm

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  Hi there!

  It looks the account in question had a Creator subscription, which expired on February 24, 2024. When a Creator Trial expires, any content added to the site during that trial is deleted and the URL is reverted back to the free *.wordpress.com URL. This is why there does not appear to have any content at their biancaandrecom.wordpress.com site address.

  The following would need to be done in the account of the site and plan owner; this is not something you can do from your @adminbandre account.

  You would need to first purchase a Creator plan and get your site back to a plugin-enabled state.

  Once that plan is in place, you can restore your site by following the steps here: https://wordpress.com/support/restore-default-plugins-and-themes/#restore-default-plugins-and-themes

  If you have trouble with that restore, please contact us as soon as possible. If you’re logged into the owner’s account, you should have access to email and live chat support via https://wordpress.com/help

  If you have any concerns or questions about this process, feel free to ask!