WordPress.com billing issue

  • Unknown's avatar
    marilynbelford · Member ·

    I can’t figure out how to contact billing support directly by email. It appears that I last bought a two year service on the personal WordPress.com plan level back in March 2019. When I look at my purchase info it looks as if I still have an active credit card on file, but I found a notification in the upper right corner of my dashboard that says ‘We can’t process the renewal’ and I didn’t notice this back in March of this year so now my paid plan has lapsed. Have I lost all my website files? Why wasn’t my card billed so that my account stayed active? I never wanted my account to lapse. I need to contact billing support somehow to sort this all out but I can find a way to reach billing with my questions. Any help would be much appreciated.

  • aleone89 · Staff ·

    Hello there,

    Just to reassure here, you wouldn’t lose any content in this instance.

    It looks like the site (http://marilynbelford.wordpress.com) was on the personal plan previously, are you looking to re-instate this?

    Also, I noticed the domain marilynbelford.com was also mapped, were you looking to use this as well?

    Many thanks.

  • Unknown's avatar
    marilynbelford · Member ·

    Hi!

    Yes, I would like to re-instate this plan. Honestly, I am not sure why the charge did not automatically go through in March. The lapse was totally accidental.

    The domain marilynbelford.com has pointed to my wordpress.com website for years so I want to keep this as well, yes. Any particular steps I need to follow to have things pick up just as they were before?

    Thanks so much. It is a relief to hear that everything on the site is not lost!

  • staff-totoro · Staff ·

    What I have done is added the upgrade (WordPress.com Personal Plan) you had before, as well as your domain mapping, to the shopping cart here: https://wordpress.com/checkout/marilynbelford.wordpress.com

    Please make your purchase by following the steps on the screen, and once you are done, go here:
    https://wordpress.com/domains/manage/marilynbelford.wordpress.com

    After your purchase you will see marilynbelford.com listed on that page. At the top right is a button you can click to “change primary domain” and you will want to click that button, then click marilynbelford.com to set it as your site address.

    At that point, order will have been restored to the universe… well, your personal universe at least. ;)

    Hope that helps. Please let us know if you have any more questions.

  • Unknown's avatar
    marilynbelford · Member ·

    Thank you for your help. I bought the plan, however, I think I made a mistake. The wordpress blog I wanted to map to the paid account was https://mbaqdemo.wordpress.com/ and it seems like the only one I can map is the marilynbelford.worpdress.com. It is like the two blogs are on separate accounts. I can switch between them on the “switch sites” option in the upper left of the dashboard, but I can’t switch the mapping at the link you gave. The https://mbaqdemo.wordpress.com/ blog is not even available for that.

    Reading the domain you’d think marilynbelford.wordpress.com is the one I would want to have mapped, but way back in the day I ended up building the website on the mbaqdemo.wordpress.com blog and…long story. Short story is, all my website material is on https://mbaqdemo.wordpress.com/ and I seem unable to map the paid account to that blog.

    Anything you can do to help with that?

  • supernovia · Staff ·

    We certainly can help with that. I was able to move the plan and domain to the correct site for you. If that’s not showing on your end yet, you might try restarting your browser, or restarting the computer to see if that helps.

    Let us know if you need more help!

  • Unknown's avatar
    marilynbelford · Member ·

    Thanks so much! When I type in Marilynbelford.com it does go to the right blog now. I appreciate all your help in this.

    One more small thing. I think it used to be when I typed in marilynbelford.com the browser would go to my blog and the web address “marilynbelford” would still appear in the browser. That was back before all these issues. Now when I type in marilynbelford.com the blog comes up and the address switches to mbaqdemo.wordpress.com.

    What setting needs to be switched so the domain name stays instead of the blog address?

    Thanks again for all you have done.

  • Unknown's avatar
    marilynbelford · Member ·

    Also, though it appears the site is working rightly as per my above post, I just noticed in the backend it says that mbaqdemo.wordpress.com personal plan expired two days ago. Whereas on marilynbelford.wordpress.com it has the appropriate charge for the renewal at the same time. Does the charge need to be switched onto the appropriate blog so that the personal upgrade is recognized for mbaqdemo.wordpress.com?

    Thanks again.

  • Unknown's avatar
    helper-heroponriki · Member ·

    Also, though it appears the site is working rightly as per my above post, I just noticed in the backend it says that mbaqdemo.wordpress.com personal plan expired two days ago. Whereas on marilynbelford.wordpress.com it has the appropriate charge for the renewal at the same time.

    Thanks for letting us know! I moved the payment from marilynbelford.wordpress.com to mbaqdemo.wordpress.com – you should be all set there.

    What setting needs to be switched so the domain name stays instead of the blog address?

    You need to change your primary domain to be your domain in your dashboard:

    https://wordpress.com/home/mbaqdemo.wordpress.com

    Go to Upgrades -> Domains and click the “Change primary domain” button in the upper right part of the screen: screenshot https://d.pr/i/7P1jnz

    Then, make sure marilynbedford.com is selected and that should take care of it! Let us know if you have trouble with that and we’ll be happy to help.

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