Website is down and my subscription disappeared

  • Unknown's avatar
    rachelfu4 · Member ·

    Two days ago Jetpack notified me that my website was down. Usually when this happens, the problem tends to fix itself after an hour or so. However this time it’s different.

    I went to WordPress for human assistance but I was told by the AI bot that I don’t have an active subscription at the moment which is bizarre because I even got my subscription extended by an extra year last year when I contacted support. So my subscription should still be active till June 2026. I’m so confused.

    When I say my website is down, I can’t visit my site and my dashboard.

    My domain is still active. However my host has been switched to Jetpack from WordPress?? I even see an option that I can ‘migrate to WordPress’. How does that even make sense when I initially hosted with WordPress.

    I’m really hoping someone from the WordPress team can help me out because I’m not about to pay more money when I shouldn’t have to.

    WP.com: Yes
    Jetpack: Yes
    Correct account: Yes

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

  • Unknown's avatar
    staartmees · Member ·

    We can’t help as that site is in no way connected to the wordpress.com platform. – https://wordpress.com/site-profiler/http://estheticalbeauty.com

    You must contact your hosting support to solve this problem yourself.

  • staff-arihere · Staff ·

    Hi @rachelfu4!

    Happy to clarify! As mentioned, we can’t help with your issue directly because we don’t host your site on our WordPress.com managed hosting. Your site is built with the open source WordPress software, but appears to be hosted with Amazon.

    WordPress.com – (the “.com” part is key here) – is a fully managed hosting provider for WordPress, and we use a custom server environment that is optimized for WordPress, provides built-in security and performance improvements, as well as in-house support for sites hosted with us.

    We also make Jetpack here at Automattic, so when you install the Jetpack plugin on your site, that connects to a WordPress.com account in order to support Jetpack’s features. However, this is a Jetpack-connection to WordPress.com; under the hood, your site’s servers, storage, and management features are still provided by your host.

    Pulling up your site, I see a notice that your domain is “parked” rather than pointing to a hosted site. I’d recommend connecting with your domain registrar to see if they can help get that sorted out.

    I hope that helps get you started! For further support from WordPress.com’s engineers, we hope you consider migrating over to our Business Plan – we’d love to support your site, and can even process the migration for you. Cheers!

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