You no longer have access to this site and its purchases.
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We have an active subscription for our site fulcrum.sg but when we take a look at our purchases in our main account the status is showing that “You no longer have access to this site and its purchases.”.
All our Admins and Editors have lost their access as well. We had paid the yearly subscription renewal in Jun 23. Receipt ID 81603613.
Now some users can access the site, by logging in via https://fulcrum.sg/wp-admin/, but the site looks like not part of WordPress.com, the jetpacks not even working.
The blog I need help with is: (visible only to logged in users)
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Hi there! You’ve landed on the support forums for websites that are hosted here on WordPress.com. This WordPress.com account you’re writing from doesn’t appear to have any sites associated with it. It sounds like you might be logged in on the wrong account, and your site should be associated with a separate WordPress.com account?
If you’re able to log in on that account, is it possible for you to access https://fulcrum.sg/wp-admin and then check again if you still see the “You no longer have access to this site and its purchases” message?
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Hi the account above is actually one of my Admin account. This account that i’m using to reply is the actual account that has active subscription.
However as mentioned i don’t see my site, even under this account. This is what i see.
I would rather a Live chat support of course, since i have a business subcription, but the button doesnt works.
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Hi @itadmin2020
Thanks for replying from the correct account. I noticed a few issues there:
- The domain fulcrum.sg is set as the primary domain, but it’s not pointing to WordPress.com, which causes issues with the site.
- Jetpack connection was broken, which might partially be due to the domain not pointing to WordPress.com.
I’ve made fulcrumdotsg.wpcomstaging.com the primary domain so that the site can be accessed and reconnected Jetpack to the @itadmin2020 account. While logged into that account, you will see the subscriptions on https://wordpress.com/me/purchases.
Can you take a look and see if it works now?
Feel free to let us know if you have more questions.
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Hi There,
Yes, we can see the site now
But now our site is using this domain https://fulcrumdotsg.wpcomstaging.com/. What can we do here?
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Hi there!
You’d need to point your domain to WordPress.com nameservers or IP addresses first. If you make fulcrum.sg primary, it will just load the external site that you have hosted elsewhere, not your WordPress.com site.
You can find the instructions for that here: (You only need to do one of the following, not both)
- Change your domain’s nameservers: https://wordpress.com/support/domains/connect-existing-domain/#step-2-change-your-domains-name-servers
- Or, add our IP addresses to the domain: https://wordpress.com/support/domains/connect-a-domain-alternative-method/
Then, you can set fulcrum.sg as the primary domain by following these steps:
Your primary site address is the domain that people will see in their browser’s address bar when they visit your site. It is the address you use to promote your website. With a WordPress.com plan, you can set a custom domain as the primary site address. Without a paid plan, all custom domain(s) on the site will automatically redirect to your free .wordpress.com or .wpcomstaging.com site addressHope that helps! Feel free to let us know if you have more questions.
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Hi There,
Let me send the 2 options to my domain provider. I will update again here once i have everything resolved or if there are more issues.
Cheers!
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Hi WordPress Team,
Web are subscirbed to WAF service DOSarrest at the moment and fulcrum.sg DNS records is currently points to the virtual IP provided by the WAF.
WAF then points the virtual IP directly to WordPress, screenshot below
(redacted by staff)
Is this an issue? If we point DNS directly to WordPress, it will invalidate the WAF and bypass it.
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Hi there!
I see; thanks for the additional details. If the domain is actually pointing to WordPress.com IPs, you can try setting the domain as primary now and check if everything works as expected.
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Hi There,
I suppose its working, as now i can view the site using fulcrum.sg. However the domain setup still showing this:
Any concern?
Secondly, this setup is actually similar to what we have been doing for the past few years, so I wonder what actually caused our site to somehow disappear from our wordpress.com account.
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Hi there!
I suppose its working, as now i can view the site using fulcrum.sg. However the domain setup still showing this
I checked, and visiting your domain loads your WordPress.com site on my end as well. You can ignore the message for now, as it’s showing up because our system can’t see that your domain actually has WordPress.com IPs (which is expected in the way your domain is set up).
Secondly, this setup is actually similar to what we have been doing for the past few years, so I wonder what actually caused our site to somehow disappear from our wordpress.com account.
If there were no changes in the way the domain is set up, something else must have caused the Jetpack connection to break. I didn’t find anything specifically, but I did see a number of Jetpack-related settings changed in the Activity Log, which you can see here. I wonder if this was some sort of a glitch or an accidental disconnect, though I’m not really sure how that would happen.
Do you recall any other major changes between when the error occurred and the last time everything was functioning properly?
By the way, since the issue is now resolved, live chat should also be working if you’d like to chat with us. If you start a live chat about this, feel free to share a link to this thread so that the Happiness Engineer you chat with can catch up on what’s going on.
Hope that helps!
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Sounds good. We can’t really convert the forum thread into a chat, but can you click “Contact Us” on this page? Then choose the live chat option. Then when you’re talking to a Happiness Engineer, share this link with them:
https://wordpress.com/forums/topic/you-no-longer-have-access-to-this-site-and-its-purchases-12/
Normally they would just see that, but since the thread was started from your other account, sharing the link will help. -
Hello, I have exactly the same problem. I think I deleted Jetpack and my site is gone and I can no longer access my wp-login.php account.
Thank you for helping me it’s important
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Hi @stephane91750 you are referring to one of the sites you see here? https://wordpress.com/sites/
Or are you instead referring to a site that is not listed there. If so can you share the URL? The site owner that started this post was referencing an issue with a site hosted on our WordPress.com Managed Hosting, but if you are hosting a site with a different provider, like GoDaddy, Bluehost, etc. then the process for regaining access to your site will be different. Thanks for the additional info!
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Hey @stephane91750, I see you’ve got another thread open, so we’ve replied to you there.
I’ve split @deryabalci’s comments into a new thread, too, so we can work with them separately.
@itadmin2020 are you good to go now?
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