WP won't accept my login and I'm not getting an email to reset the password

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  infiniti01 · Member · Jun 30, 2018 at 9:12 pm

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  Hi

  I tried to login using my email address and password but I get a message it’s incorrect. I’ve tried to use the user name and that doesn’t work either. I’m not getting an email to reset my password when I choose that option. Is there anyone at WP that monitors this and can send me a link or reset my password?

  Thank you
  Linda

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  infiniti01 · Member · Jun 30, 2018 at 9:15 pm

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  It also won’t even accept my email address when I try to reset my password. It doesn’t recognize my email address. I have no clue what happened

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  torres126 · Member · Jun 30, 2018 at 9:33 pm

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  Hi there,

  Yes, the WordPress.com team is likely able to help with this. As such, I’ve tagged staff so they’ll respond to this thread soon: https://en.support.wordpress.com/getting-help-in-the-forums/#how-do-i-get-a-moderatorstaff-reply-for-my-question

  Hope this gets sorted out soon!

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  infiniti01 · Member · Jun 30, 2018 at 9:40 pm

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  Thank you so much for the reply and help. I really appreciate it

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  infiniti01 · Member · Jun 30, 2018 at 9:43 pm

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  To WP Support:

  Let me know if you need my domain name. If you email me, I”ll send you the domain name

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  infiniti01 · Member · Jul 1, 2018 at 1:28 am

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  Do they usually take awhile to respond? I need to get into my site

  Is there any other way to contact them?

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  torres126 · Member · Jul 1, 2018 at 6:00 am

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  They shouldn’t take that long to respond, you’re not too far up (it works bottom to top) in the list: https://en.forums.wordpress.com/topic-tag/modlook/

  They probably will within a few hours.

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  staff-zinnia · Staff · Jul 1, 2018 at 2:39 pm

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  Hi infiniti01 –

  Morning’ Thanks for getting in touch. Could you please tell me what site you are trying to access? There aren’t any connected to the infiniti01 user account.

  Another thing that sometimes works is to try using the password reset option in a different web browser. Let me know if you have better luck trying a different browser.

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  infiniti01 · Member · Jul 1, 2018 at 2:47 pm

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  Hi

  The site address is http://www.catherinebeach.com

  It’s not under that account so you wouldn’t find it in there. I searched everywhere online yesterday for contact information for WP and I found it in the inifite account so that’s why you’re seeing that account

  I tried the reset my password option but it doesn’t recognize my email address. I get a message there is no registered user with that email address. I tried IE and Chrome and got the same results

  I paid someone to put up a website for me. He gave me the login and I haven’t changed it since he gave it to me. In the past, I have been able to get in but for some reason, it all of a sudden won’t let me in. It doesn’t recognize my email or the password

  The guy that did the website for me is still a user on the account and so am I but he hasn’t changed anything either so I have no clue what’s going on

  Is this a private or public post?

  I’d appreciate it if you could get back to me as soon as possible

  Thank you
  Linda

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  torres126 · Member · Jul 1, 2018 at 3:36 pm

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  Hi,

  It appears that your website uses the self-hosted version of WordPress (hosted by CyrusOne) rather than WordPress.com, which is what this forum is designed to help with. Note the difference here: https://en.support.wordpress.com/com-vs-org/

  You may be able to find help here: https://wordpress.org/support/

  All forum threads are public, but personal information can be redacted by staff so only staff can see it.

  Hope this gets fixed soon!

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  infiniti01 · Member · Jul 1, 2018 at 3:43 pm

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  Hi

  You’ve been so helpful. I really appreciate it

  So they won’t respond and I have to go to the url you sent me?

  Thank you
  Linda

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  torres126 · Member · Jul 1, 2018 at 3:45 pm

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  Hi,

  Happy to help! This forum is the WordPress.com forum, so although we can respond and try to direct you to the right place, there’s not much that we can do as your site isn’t hosted with WordPress.com.

  The URL I posted is the place where you could potentially receive help (and you’re more likely to than the WordPress.com forums) since it’s the self-hosted forums. Alternatively, you could try contacting your hosting provider’s (CyrusOne) support. :)

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  staff-zinnia · Staff · Jul 1, 2018 at 3:52 pm

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  torres126 – Thanks for the follow up here. Much appreciated!

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  infiniti01 · Member · Jul 1, 2018 at 10:17 pm

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  Thank you both very much

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  kokkieh · Staff · Jul 2, 2018 at 8:23 am

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  @infiniti01,

  You can find the password reset instructions for the version of WordPress you’re using here:

  https://codex.wordpress.org/Resetting_Your_Password

  The WordPress.org support link that @torres126 provided above is the best place to go for general support with that version of WordPress, though they won’t be able to help you much in this case beyond pointing you to those same instructions.

  Should you need to access phpMyAdmin or your site’s files directly as per those instructions, you’ll need to contact your hosting provider directly, as only they can give you that access.