Problem with JetPack/WordPress.com login

  • Resolved alex784f

    (@alex784f)


    1 year, 10 months ago

    Hello,

    Sorry for posting here, but I can’t seem to get support for my issue with Jetpack and WordPress.com.

    I have a self-hosted site with the JetPack plugin, and I have a subscription to Jetpack Social. After changing servers, I got disconnected from JetPack, and it’s asking me to reconnect. JetPack uses WordPress.com for the connection, but when I try to log in, they ask for an SMS code, but I no longer have access to the phone number.

    I tried using the WordPress.com account recovery form by providing my email, the transaction number of the Jetpack Social subscription, but for the URL, I can’t put my site’s URL because it says it’s not a WordPress.com site, which is true since I only use the WordPress.com account to use the JetPack plugin on a self-hosted site. So, I had to put a WordPress.com URL; otherwise, I’m stuck with a message like “Sorry, but the website you provided does not exist on WordPress.com. Is it a self-hosted ww.wp.xz.cn website?”

    I sent this message two days ago and haven’t received any response from WordPress support. I have no way to contact JetPack either. I’m just stuck with a JetPack plugin that tells me I have a valid Jetpack Social subscription, but I need to log in to use it, which I can’t do.

    How can I contact JetPack support when I can no longer log into my WordPress.com account?

Viewing 7 replies - 1 through 7 (of 7 total)
  • Bruce (a11n)

    (@bruceallen)

    Happiness Engineer

    1 year, 10 months ago

    Hi @alex784f

    Can you tell us your site URL? We will then reach out to the account on file as owning the site to assist you.

    Thread Starter alex784f

    (@alex784f)

    1 year, 10 months ago

    The URL is http://www.lebigusa.com/ @bruceallen

    Bruce (a11n)

    (@bruceallen)

    Happiness Engineer

    1 year, 10 months ago

    Hi @alex784f

    Thanks – so there are two accounts with this site, the one which purchased the Jetpack Social Upgrade and then another which has a similar username to what you’re using here. Which account are you trying to sign into?

    Thread Starter alex784f

    (@alex784f)

    1 year, 10 months ago

    @bruceallen, I managed to log in to the second account with my email address, but it wasn’t the main account. As a result, I can’t manage the subscription, for example; I get the message: “This product was purchased by another WordPress.com account. To manage this product, log in to that account or contact its owner.”

    The main account should normally be under the username “lebigusa” and the email address “news”, but I can’t log in because WordPress sends me a SMS code, and I no longer have that phone number.

    Bruce (a11n)

    (@bruceallen)

    Happiness Engineer

    1 year, 10 months ago

    Hi @alex784f

    I’ve sent an email to the “news” address, if you can reply to that, we can get this sorted out for you.

    Thanks!

    Thread Starter alex784f

    (@alex784f)

    1 year, 10 months ago

    I replied to your email @bruceallen Thanks

    Bruce (a11n)

    (@bruceallen)

    Happiness Engineer

    1 year, 10 months ago

    Got it! As we’re in touch via email now, I will close this thread.

Viewing 7 replies - 1 through 7 (of 7 total)

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