Website down + can’t log in under my wcnutrition account
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Hello,
My website is down –
The wordpress account I use to log in to it is different from this one:
– when I try to log in to that account on WordPress my password doesn’t work, and resetting the password does not result in an email being sent to any of my associated email accounts.I am super concerned it has been hacked – what are next steps for recovery?
Thank you.
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Hey there! I’m so sorry your site is down. It does not use our services (we actually take care of security for our customers.) But from what I can see, it appears to be more of a domain problem, unless it’s that on top of some security issue. Can you get in touch with GoDaddy to see if they can fix the domain?
Then if the underlying site is also having trouble, here are some tips on cleaning up a hacked WordPress site. WordPress is usually safe and secure so long as you’re using clean plugins and keeping all your code up to date, so that article explains what to do, and how to tighten security going forward.
Or, after the site is recovered, if you’d like to import it to our services so we can take care of it going forward, we’d be glad to assist. Here’s a short article on the difference between our services and the free WordPress software, and this article has more information. Let us know how we can help!
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Thanks for your prompt response!
I’ll connect with godaddy and have also reached out to the hosting service about trying to restore the website.
That leaves the larger problem – I still don’t know how to recover my actual wordpress account. As mentioned above, I can not reset the password (the email login link is not going to me) and I am currently using an alternate account to access the help forums as there is no other way to contact support. Who do I connect with about recovering a hacked wordpress account?
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Hi there,
Typically the best way to recover your site (from a hack) is to restore it from backup so your site is rolled back to the day before the hack. To do this you will need to ask your host if they have a backup available that they can deploy on your account. Because we are a separate host, we have backups only for our sites on WordPress.com managed hosting, and not sites with other providers.
That leaves the larger problem – I still don’t know how to recover my actual wordpress account. As mentioned above, I can not reset the password (the email login link is not going to me)
Restoring your site from backup should resolve this issue as well. We use a custom login system on WordPress.com (for enhanced security) and because of this our procedures for regaining account access do not work on sites hosted with other providers.
However, if you continue to have login issues, the good news is that as long as you have access to the server control panel through your host, it is always possible to regain access to your self-hosted WordPress site. This WordPress.org support article will walk you through it: https://wordpress.org/support/article/resetting-your-password/
You can ask your host for direct assistance in completing the steps in that article; they would be in the best position to help. You can also find help in the open-source community forums at this link, as this is the version of the WordPress platform that your host uses: https://wordpress.org/support/forum/how-to-and-troubleshooting/
Hope that points you in the right direction!
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