Title: Login Problems Last modified: September 27, 2018 --- # Login Problems * [kingsworth](https://wordpress.org/support/users/kingsworth/) * (@kingsworth) * [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/) * Our website was recently hacked and the hacker left some malware and deleted some key files. We have since paid the hosting company to help clean the website and put up the necessary online protection. But we have tried every method to reset the password and get access into the website through the admin dashboard and through other methods, but nothing has been successful so far. Please, can anyone give us ideas or any assistance in resolving the problem? Thank you * The page I need help with: _[[log in](https://login.wordpress.org/?redirect_to=https%3A%2F%2Fwordpress.org%2Fsupport%2Ftopic%2Flogin-problems-87%2F%3Foutput_format%3Dmd&locale=en_US) to see the link]_ Viewing 15 replies - 1 through 15 (of 20 total) 1 [2](https://wordpress.org/support/topic/login-problems-87/page/2/?output_format=md) [→](https://wordpress.org/support/topic/login-problems-87/page/2/?output_format=md) * [Orlando Alonzo](https://wordpress.org/support/users/ogalinski/) * (@ogalinski) * [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/#post-10730890) * You can try using the info in this guide: * [https://codex.wordpress.org/Resetting_Your_Password](https://codex.wordpress.org/Resetting_Your_Password) * But I’ll strongly suggest that starting now, the moment you have completely cleaned your site, start doing backups. It’s the perfect cure for this and other headaches. * Thread Starter [kingsworth](https://wordpress.org/support/users/kingsworth/) * (@kingsworth) * [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/#post-10730900) * Yes, the old administrator never backed up, that’s the problem. We have tried all the steps on [https://codex.wordpress.org/Resetting_Your_Password](https://codex.wordpress.org/Resetting_Your_Password), except the emergency password script because we could not find the config.php file. Someone suggested that maybe some of the missing files are responsible for the login problems * Moderator [Steven Stern (sterndata)](https://wordpress.org/support/users/sterndata/) * (@sterndata) * Volunteer Forum Moderator * [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/#post-10730918) * It’s possible that wp-config.php is one level above the rest of the WordPress files. WP will look for it there if it’s not in the “normal” place. * Thread Starter [kingsworth](https://wordpress.org/support/users/kingsworth/) * (@kingsworth) * [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/#post-10730932) * Thank you, Steven, so could you point me in the right direction of possible places to look, please? * Moderator [Steven Stern (sterndata)](https://wordpress.org/support/users/sterndata/) * (@sterndata) * Volunteer Forum Moderator * [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/#post-10731036) * Assuming your wp files are in public_html, it would be whatever directory is above that. * Thread Starter [kingsworth](https://wordpress.org/support/users/kingsworth/) * (@kingsworth) * [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/#post-10731055) * Cool, thanks. I will try that and get back to you if I have any further questions or further assistance. Thanks a lot, Steven. * Thread Starter [kingsworth](https://wordpress.org/support/users/kingsworth/) * (@kingsworth) * [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/#post-10741084) * Hi guys, I tried using the emergency password script, but that did not work too. I added the emengency.php file into the root directory containing the wp-config. php files. But when I typed [http://example.com/emergency.php](http://example.com/emergency.php), it says page not found. Was wondering if you have any other ideas on how to salvage the situation. * Moderator [Steven Stern (sterndata)](https://wordpress.org/support/users/sterndata/) * (@sterndata) * Volunteer Forum Moderator * [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/#post-10741103) * Use the database method in [https://codex.wordpress.org/Resetting_Your_Password](https://codex.wordpress.org/Resetting_Your_Password) * Thread Starter [kingsworth](https://wordpress.org/support/users/kingsworth/) * (@kingsworth) * [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/#post-10741307) * Thank you, Steven, we have used the database method previously. The emergency password script was the last of the 5 methods we have tried so far. Is there a way WordPress could help us reset it from their side? * Moderator [Steven Stern (sterndata)](https://wordpress.org/support/users/sterndata/) * (@sterndata) * Volunteer Forum Moderator * [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/#post-10741433) * Contact your host. Their tech support may be able to help. * Thread Starter [kingsworth](https://wordpress.org/support/users/kingsworth/) * (@kingsworth) * [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/#post-10743495) * We did contact them and paid to protect the website and remove the malware, but they asked us to contact WordPress for further assistance. * Moderator [Steven Stern (sterndata)](https://wordpress.org/support/users/sterndata/) * (@sterndata) * Volunteer Forum Moderator * [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/#post-10743505) * The database methods should work. * Thread Starter [kingsworth](https://wordpress.org/support/users/kingsworth/) * (@kingsworth) * [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/#post-10743538) * Yeah I wish it did. The hacker deleted some tables including the users’ table, which I had to reconstruct back, But I have tried resetting the password using the database method and other methods without any success so far. * Moderator [Steven Stern (sterndata)](https://wordpress.org/support/users/sterndata/) * (@sterndata) * Volunteer Forum Moderator * [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/#post-10743583) * If the database method doesn’t work, I (respectfully) suspect that you didn’t reconstruct wp_users and wp_usermeta correctly. * Thread Starter [kingsworth](https://wordpress.org/support/users/kingsworth/) * (@kingsworth) * [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/#post-10743590) * You could be right, only that I have given my friends and colleagues who are good at WP coding the opportunity to log in and see what could be wrong and they also did not find anything. Viewing 15 replies - 1 through 15 (of 20 total) 1 [2](https://wordpress.org/support/topic/login-problems-87/page/2/?output_format=md) [→](https://wordpress.org/support/topic/login-problems-87/page/2/?output_format=md) The topic ‘Login Problems’ is closed to new replies. ## Tags * [login problems](https://wordpress.org/support/topic-tag/login-problems/) * In: [Fixing WordPress](https://wordpress.org/support/forum/how-to-and-troubleshooting/) * 20 replies * 3 participants * Last reply from: [kingsworth](https://wordpress.org/support/users/kingsworth/) * Last activity: [7 years, 8 months ago](https://wordpress.org/support/topic/login-problems-87/page/2/#post-10743818) * Status: not resolved ## Topics ### Topics with no replies ### Non-support topics ### Resolved topics ### Unresolved topics ### All topics