WordPress account deleted without consent
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At 1230pm AEST today our WordPress account vanished without a trace – (email visible only to moderators and staff)
Our login details no longer work and the password reset button also is useless.
Account recovery states our account ‘does not exist’ which is false, we have multiple emails from WordPress regarding our account. Has the recent update removed our profile? This is extremely alarming given our business website is now down – we need an urgent follow up to retrieve our account and recover our website. Please explain what has happened to our account and why
Jennifer Smith
(email visible only to moderators and staff) -
Hi there,
If your site is fixandflex.com.au, then it is not hosted by us (WordPress.com). It is using the open-source WordPress.org software and it is hosted by hoppingmad.com.au. Therefore, you need to contact them regarding your issue.
We’re only able to provide support for WordPress websites that are hosted by us. For help with your site you can also ask over at the WordPress.org forums:
https://wordpress.org/support/forums/
If you want to know more about the differences between WordPress.com and the open-source WordPress.org software you can read this article:
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Hi,
Thanks for the follow up. Our site was designed by hoppingmad and originally hosted there but moved to netregistry 3 years ago. Although they host our site now they couldn’t explain why our WordPress linked details have vanished, resulting in our website crashing (www.fixandflex.com.au).
When we attempted to resolve the issue with our current host, netregistry, they explained our WordPress log-ins have ‘disappeared’ along with out site. We are highly concerned about why the log-in details we used for WordPress have gone and want to know if they have been hacked (username: admin-FAF@fixandflex) – see below instructions from our web host which it looks like requires us to create a new account and move over the old site backup into the new profile. This seems ridiculous and we want to know what the root cause of the error is
From: (email visible only to moderators and staff) <(email visible only to moderators and staff)>
Sent: Thursday, October 31, 2019 7:17 AM
To: (email visible only to moderators and staff) <(email visible only to moderators and staff)>
Subject: #03633734 : fixandflex.com.au-Issue:website error https 550 error [ ref:_00D90o3Ac._5006F2Qlh3m:ref ]Hi Martin,
Thank you for calling support, We are always here to help and as for your request here is some instruction on how to put your website files on your word press just follow this steps…Step 1: Download WordPress
Download the WordPress package to your local computer from http://wordpress.org/download/.
Unzip the downloaded file to a folder on your local computer.Step 2: Upload WordPress to Hosting Account
There are three available options for uploading WordPress to a hosting account.
Upload via FTP – Please see FTP Getting Started for more information.
Upload via File Manager – Please see How to Upload Using the File Manager for instructions.
Upload via SSH – Please see How to Get and Use SSH Access for instructions.Step 3: Create MySQL Database and User
WordPress stores its information in a database. Therefore, a database will need to be created.
Log into cPanel.
In the Databases section, click the MySQL Database Wizard icon.
For Step 1: Create A Database, enter the database name and click Next Step.
For Step 2: Create Database Users, enter the database user name and password and click Create User.
For Step 3: Add User to the Database, click the All Privileges checkbox and click Next Step.
For Step 4: Complete the task, make note of the database name, username and password, as you will need them for Step 4⤵ below.Step 4: Configure wp-config.php
The wp-config-sample.php file contains the database information and tells the WordPress application which database to pull information from. This step must be completed to ensure the correct database information is associated with the WordPress installation.
The wp-config-sample.php file can be found in File Manager in the folder where WordPress is installed. To modify the file:
Log into cPanel.
In the Files section, click the File Manager icon.
In the pop-up box, select Web Root and check the box for Show Hidden Files (dotfiles), then click Go.If you don’t see the pop-up box, you may have selected the “Skip this question, and always open this directory in the future when opening File Manager” option.
To make the pop-up reappear, simply click reset all interface settings at the very bottom of your cPanel.
From the left navigation menu in File Manager, click public_html to expand the folder.
Click the folder containing the WordPress installation.
On the right side of the File Manager screen, locate the wp-config-sample.php file.
Right click on the file, select Rename and change the name of the file to wp-config.php. Click the Rename File button.
Right-click on the wp-config.php file and select Code Edit. When the file opens, look for the following information:define(‘DB_NAME’, ‘database_name_here’);
/** MySQL database username */
define(‘DB_USER’, ‘username_here’);/** MySQL database password */
define(‘DB_PASSWORD’, ‘password_here’);Replace database_name_here with the name of the database you created (above in Step 3: Create MySQL Database and User ⤴).
Replace username_here with the username of the database you created.
Replace password_here with the password of the database that you created.
When done editing, click the Save Changes button, then close the file.Step 5: Run the Installation
Open a new browser window and go to the installation page to run the installation script. Depending on where you installed the script, you will find it at either of the following URLs:
http://example.com/wp-admin/install.php
http://example.com/blog/wp-admin/install.php
Be sure to replace example.com in the example above with your actual domain name.
You should now see a welcome page that says “Welcome to the famous five minute WordPress installation process!”
Step 6: Complete the Installation
On this page, fill in the fields for:Site Name
Username
Password (needs to be entered twice)
Email address (login information will be sent to this email address)
Select whether or not to have the search engines index the siteClick Install Now, and you should be taken to the final screen, showing the following message:
Success! WordPress has been installed.
Kind Regards,
RainThe Netregistry Team
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As Fstat already explained we can’t help you as these forums are for sites running on the wordpress.com platform but your site uses the open source wordpress.org.
Wordpress.com and wordpress.org are 2 completely different things, https://en.support.wordpress.com/com-vs-org/.
Support for sites using the open source wordpress.org is at https://wordpress.org/support/forums/ -
As @fstat mentioned, WordPress.com and WordPress.org are independent entities and we’re not able to help you with your issue. We do not have access to your site or account.
If you’re not happy with your current host’s reply, you may want to post to the community forums at https://wordpress.org/support/forums/
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