website down
-
Hi, my website is down (elizabethmarianaranjo.com) and I think I know why: the debit card I used to auto-renew my domain registration expired, but I cannot see where to pay with a different card. Please help?
WP.com: Yes
Jetpack: No
Correct account: YesThe blog I need help with is: (visible only to logged in users)
-
Me again. According to GoDaddy the domain is paid through next December, so that’s not an issue. According to Bluehost, the IP address needs to be updated. No one seems able to help though. Also, the elizabethmarian.wordpress account above is not the one I need help with, only elizabethmarianaranjo.com. Any help is appreciated.
-
These forums are really just intended for sites that are hosted by WordPress.com. It would be difficult for the staff here to provide support to a site that is not hosted by WordPress.com.
When I checked the URL you provided, I did not see Bluehost listed as your service provider.
Your hosting service is listed as Amazon with registration by Wild West Domains.
You can see that here: https://wordpress.com/site-profiler/elizabethmarianaranjo.com
-
Thank you. That is so strange. I don’t know why Amazon would be involved at all. I have a WordPress.org site and use Bluehost and WordPress.com is the reseller for the Wild West/GoDaddy domain. It’s so confusing I am just not sure who to reach out to at this point. But the site worked fine until 2 days ago.
-
Hey there,
As mentioned by @parkdanil, we will be limited in our ability to provide support since your site is not hosted with us, and your domain is not registered with us. You can learn more about the differences between self-hosting with WordPress.org and hosting with WordPress.com here.
It looks like the issue might be with your DNS records, which may explain why they are pointing to Amazon. When I visit the URL I see a generic parking page from the domain registrar. If this is the issue, you will need to reach out to your hosting provider (Bluehost) for information on where to point the domain, in order to connect it to your server. Then, you will need to reach out to your registrar, so that you can fix the records to point to the correct place. We will not be able to assist with any of this process since the site is not hosted here, and the domain is not registered with us.
It looks like these providers can be reached here: Bluehost support, GoDaddy support.
I am sorry to hear that you are having so much trouble with your providers, and I know how frustrating it can be to not be able to find the assistance you need. If you are interested in transferring your site and/or domain to WordPress.com we would be better able to assist you with any issues you may come across in the future. If you are interested, you can get started here, or feel free to ask any questions you may have and we will be happy to help!
-
Thank you so much! I have spoken at length with both Bluehost and GoDaddy; they each want the other to fix the issue. I do believe WordPress.com is the registrar, and this is part of my problem. I transferred my domain in 2016 to WordPress.com. My yearly charge for the domain name is charged by WordPress.com, which is why I am reaching out here.
-
Hey there,
Thank you for following up, and I apologize for missing this. I do see your domain in our system. I missed it previously, as the domain is connected to a different WordPress.com account.
In this case, it looks like the domain was suspended by ICANN for non-verification. This means that the contact information provided to ICANN was not verified so they suspended the domain which disconnected it from your site. I have just resent the domain verification email which will be delivered to the email you provided as your domain contact information. Please check for that email to verify domain ownership. If you need to update the domain contact information, you will need to do so from the ownership account.
Once the domain verification has been completed, it should restore the domain which will reconnect it to your site automatically. This can take up to 72 hours but generally happens much faster. You can also let us know once the domain verification is complete and I will be happy to check the domain health.
Thanks!
-
Thank you! It’s a relief to know what the problem is. However, I did not receive an email. I checked the site account settings, and my email is correct, but I did not receive the one you sent today and I have never received an email prior to this asking me to verify any information.
Yesterday, when I still thought GoDaddy/Wild West Domains could help, I filled out a change/update request per their suggestion. Will that help?
Thanks :)
-
Hi there,
I understand how confusing these situations can be, so let’s try to clear this up together.
Firstly, it’s important to note that since your domain is registered through us (WordPress.com), the verification process must also be completed through us.
You are currently logged into a different account than the one that owns the domain. To proceed with the verification and resolve the issue, you will need to log into the account that originally registered the domain.
If you’re having trouble accessing that account, please follow our account recovery guide here: https://wordpress.com/support/account-recovery/. This guide will help you regain access to your account so we can move forward with the verification process.
Once you’re logged into the correct account, we’ll be more than happy to assist you further and get everything sorted out.
-
Hello. I’m fine completing the verification process through WordPress.com.
I believe I am logged into the correct account. That account has two websites. One is an old (and original) site (elizabethmarian.wordpress.com). I don’t use that website, but I’ve never been able to unlink it from elizabethmarianaranjo.com. This second site is the one I cannot access. I can’t add a recovery email because anything I click on there takes me to the parked page.
However, I can access the settings on elizabethmarian.wordpress.com. I just added a recovery email at a yahoo address. I can’t add my main email because it’s already listed as the primary email. I also just added my phone number and received an email at my gmail address notifying me that the recovery phone number was added. So that’s progress?
Thanks for you help, please let me know any next steps.
-
Hi @elizabethmarian, you are logged into the wrong account for your domain. Given the recent domain renewal, locating the transaction IDs from the charges on the correct account will be crucial. To prove ownership and initiate support from WordPress.com, you can use the Account Recovery form.
Here’s the link to the form: https://wordpress.com/wp-login.php?action=recovery
Please provide as much information as possible, including a contact email for Support. The transaction IDs, resembling “WordPress XXXXXXXXXX” on your bank statement, will be vital for verification. If you don’t see the 10-digit alphanumeric code on your bank statement, you can call your bank to get that information.
For more details on the account recovery process, you can refer to this resource: https://wordpress.com/support/account-recovery/
Feel free to reach out if you have any further questions or concerns. We’re here to help!
-
Thank you. I don’t see a 10-digit code, but there is an 8-digit code. I’ll input all of that information.
-
Okay, I provided the Transaction ID and again reset the recovery email and password. However, I am still taken to the account you say is the wrong one. Can I provide a screenshot of my account which shows BOTH websites? When I am on my account and click “my sites” both websites are listed. I just cannot access the elizabethmarianaranjo.com one. I’ve owned it for over 10 years.
-
When I am on my account and click “my sites” both websites are listed. I just cannot access the elizabethmarianaranjo.com one. I’ve owned it for over 10 years.
Given that the
elizabethmarianaranjo.comsite is hosted elsewhere, it sounds likely that what you have on this account is a Jetpack connection between that site and this WordPress.com account. However that isn’t the same thing as the domain registration unfortunately!You mentioned that you had located an 8-character reference; had you been able to submit that in the Account Recovery form?
-
Hi, yes, I submitted the Account Recovery form with all of the information from my transaction on my account statement. Thank you! Fingers crossed. Also, I DID figure out, I think, the other account, and I signed into it. It’s my WordPress.org account. Hope this helps. I appreciate all of you, thank you.
-
Hi all, is there any way to check the status of this? I submitted my Transaction ID and additional information in the Account Recovery form on Monday, December 11. I have a book coming out in less than a week and no way to promote it. It’s never a good time for a website to go down, but this is a particularly bad time for me, and it’s been over a week. I’d really appreciate any updates. Thank you!
-
I’m sorry to hear about the trouble you’re experiencing. Could you please share the email address you used for the form submission? I’ve checked both the email associated with your account and the one linked to the domain, but I couldn’t find any related information. I completely understand your frustration, and I’m here to help investigate and locate your request within our system. Thank you for your patience.
-
Thank you for your response. The email address I used is (email visible only to moderators and staff).
-
Hello @elizabethmarian
Many thanks for confirming that – please may we ask you to resend that please?
Again, we appreciate your patience, and looking forward to hearing from you!
Speak soon!
-
Okay, I resubmitted the information, including the Transaction ID, via the Account Recovery form. Can someone please confirm it’s been received? I used my email, (email visible only to moderators and staff). I don’t know if I’m supposed to get an emailed confirmation that I submitted the form, but I haven’t received it, nor did I receive it the last time. Thank you
- The topic ‘website down’ is closed to new replies.
WordPress.com Forums 