WordPress says account doesn’t exist, but website is live and active

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  irenewright4730 · Member · Sep 2, 2025 at 11:54 pm

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  When I try to login to WordPress to update my website, I am told that my account doesn’t exist with the provided email. I know the email is correct because when I check which email is registered with the domain it is the same.
  I no longer have access to this email — hence why I needed to get into the website and update my account. I have been paying for the domain and website for multiple years, but those receipts were sent to the email I no longer have access to, and were on cards I no longer have access to.
  The account should still exist — I see no reason why it wouldn’t with the active and live website and domain still registered until summer of 2026.

  WP.com: Yes
  Jetpack: No
  Correct account: No

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

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  themagicrobot · Member · Sep 3, 2025 at 7:26 am

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  You created this new account minutes before posting here. Log out from here and log back in to the correct account. Use your username and password rather than an email address. Once you are back in, update your email address to one you can actually reach to save problems in the future.

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  elcristofue · Member · Sep 3, 2025 at 12:24 pm

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  Hi @irenewright4730!

  As @themagicrobot mentioned, the account you’re using to contact us was just created, and the domain you mentioned is linked to a different email address. In this case, you’ll need to log out and log back in with the email you may have used previously.

  If you don’t remember the correct email or no longer have access to it, please feel free to email us at help@wordpress.com so we can continue helping you privately from there.

  You can also try our account recovery methods by following this guide:

  https://wordpress.com/support/account-recovery/

  Please let us know if you have any questions or need any extra help, and we’ll be happy to assist you.

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  ashervayne663 · Member · Sep 3, 2025 at 2:35 pm

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  Hi @irenewright4730

  From my experience Nathan is absolutely right. In these cases, the best first step is to use WordPress’s official account recovery form. Also, take a look at this guide https://wordpress.com/support/account-recovery/ it explains the process step by step and can help you get access back.