You no longer have access to this site and its purchases.

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  ammglobal · Member · Sep 9, 2023 at 5:21 am

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  Hi,

  I have been using my wordpress.com account to build my website.

  I have an outside domain hosting service with a website address “www.ammglobal.net”

  I was trying to add my “ammglobal.net” domain in the add domain area of wordpress and I think i disturbed some setting in the Jetpack.

  Now the following messages are appearing in my account purchase history

  

  I have tried using the live chat or email support service from within the wordpress.com account but it refuses to recognize the web address and does not let me contact the support.

  Can you kindly restore my access so that i can continue to use the editing tools.

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  staff-totoro · Staff · Sep 10, 2023 at 12:20 am

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  Hi there,

  I noticed that your domain ammglobal.net is currently using the following custom domain name server (NS) addresses:

  ns5.privatesever.com
  ns6.privatesever.com

  This has the effect of pointing the domain traffic to your other host instead of WordPress.com, and can lead to some odd connection messages such as the ones you are seeing. Is WorldStream the name of your host for ammglobal.net at the moment?

  If I can ask, is it your intention to migrate your site from it’s current host to our WordPress.com Managed Hosting instead? Or did you have something else in mind? Thanks for the additional info!

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  ammglobal · Member · Sep 10, 2023 at 3:59 am

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  Hi,

  Thank you for replying.

  “Is WorldStream the name of your host for ammglobal.net at the moment?”

  I do not know. I have been using hosting service from a small company for about 3 years now. So far, i was only using ammglobal.net domain for an email address to communicate with customers and i had not developed any website.

  “If I can ask, is it your intention to migrate your site from it’s current host to our WordPress.com Managed Hosting instead? Or did you have something else in mind?”

  I do not mind using hosting manage by wordpress.com. However, right now my most pressing concern is to recover the wordpress account usage that i have lost.

  WordPress provides a staging website address so that a creator can see the changes before one decides to publish the final version online.

  Can you please rewind the clock and put my website back on the wordpress staging website address? AND restore my access so that i am able to access my paid account again.

  Thank you.

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  aleone89 · Staff · Sep 11, 2023 at 10:57 am

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  Hey there,

  Many thanks for reaching back out!

  I have been using hosting service from a small company for about 3 years now….Can you please rewind the clock and put my website back on the wordpress staging website address? AND restore my access so that i am able to access my paid account again.

  Because the site is not hosted with WordPress.com, and with another provider, we don’t have access to the site in order to solve that critical error.

  You would need to reach out to that hosting company for help in solving that.

  I do not mind using hosting manage by wordpress.com. However, right now my most pressing concern is to recover the wordpress account usage that i have lost.

  Once the above is solved, we can help you migrate the site over to WordPress.com.

  You wouldn’t necessarily be reliant on the other company, and these are the kind of issues we solve on a daily basis, should they ever occur. It would be good future proofing for the stability of the site.

  I hope this helps!

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  ammglobal · Member · Sep 11, 2023 at 11:51 am

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  Hi,

  Sorry, but I did not understand correctly.

  I have already gotten the website removed from the third party hosting.

  Besides, my concern is that currently wordpress.com is not letting me have access to my paid account. Hence, if I can not have access to my paid business account then basically I can not do anything.

  I hope you can look into this. I have already included the screenshot of purchase screen in my first post.

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  supernovia · Staff · Sep 12, 2023 at 11:21 pm

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  Hi @ammglobal, gotcha. I think I see two problems preventing proper connection currently:

  • The site was using ammglobal.net as its primary address, even though that didn’t point here. So Jetpack was disconnecting over that. I’ve set the primary address to your staging address for now.
  • The theme is also throwing errors that are preventing a Jetpack connection. May we temporarily deactivate electro so that we can help you regain access to the staging site?

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  supernovia · Staff · Sep 13, 2023 at 3:07 pm

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  Hi @ammglobal – we were able get this reconnected and your theme reenabled too. Can you confirm you’ve got access now?

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  ammglobal · Member · Sep 13, 2023 at 3:55 pm

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  Hi @supernovia

  I am sorry i was not able to reply to your first mail in time, life got in the way today.

  “The site was using ammglobal.net as its primary address, even though that didn’t point here. So Jetpack was disconnecting over that. I’ve set the primary address to your staging address for now.”

  Thank you for doing this. My primary concern was to recover the site first and then plan my next steps later.

  Yes, i have access to the website now. I know that you were asking my permission to deactivate Electro theme temporarily, i would have granted that permission but whatever you did before i could reply, it is all working fine now.

  Once again thank you!

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  supernovia · Staff · Sep 13, 2023 at 10:53 pm

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  I was worried we’d have to remove it altogether, but we were able to work around that. So it was only a brief moment; we just went for it so you could get access sooner. Glad it’s working for you now! If you need anything else, just let us know.