How do I contact Support?

gordonbp · Member · Jun 6, 2015 at 10:47 am
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I have a blog to which I’ve forgotten the password.
I have re-set the password, but I have two-step authentication set up to a cell phone number which I don’t have any more, and my Windows phone doesn’t have an authenticator app.
There appears to be NO WAY to actually contact support about this – I’m just going round and round in circles from help page to support page to here.
galois · Member · Jun 6, 2015 at 11:34 am
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There appears to be NO WAY to actually contact support about this

https://en.support.wordpress.com/account-recovery/
and
https://en.support.wordpress.com/account-recovery/#sms-recovery-with two-step-authentication

and the last step:
https://en.support.wordpress.com/account-recovery/#account-recovery-form
https://wordpress.com/wp-login.php?action=recovery
gordonbp · Member · Jun 6, 2015 at 2:13 pm
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https://en.support.wordpress.com/account-recovery/
and
https://en.support.wordpress.com/account-recovery/#sms-recovery-with two-step-authentication

I’ve tried all those.
None of them work because I have two-step authentication set up and have none of the information required in the second link – On this form, you can provide certain pieces of information, under Proof of Ownership, to verify that you are the owner of the blog in question

I don’t have any of these:

Do you have a transaction ID?

Do you have an activation URL or key?
Do you have two factor authentication codes?

So I can’t use ANY of the methods ion this site – that’s why I need to contact support directly.
galois · Member · Jun 6, 2015 at 3:32 pm
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Ok, I tagged this thread for Staff assistance. Be patient while waiting.
gordonbp · Member · Jun 8, 2015 at 10:25 am
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hello? Any staff around? it’s now nearly 48 hours since my first post….
galois · Member · Jun 8, 2015 at 10:28 am
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There are lots of threads waiting staff assistance.

it’s now nearly 48 hours since my first post….

And it was the weekend. Please, be patient while waiting…
akryworuka · Member · Jun 8, 2015 at 3:50 pm
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Hi there! When you setup two factor authentication, you were provided with 10 backup codes that you were to either write down or print out. Do you have access to those codes as they will work for two factor authentication even though you don’t have the cell phone any longer.
gordonbp · Member · Jun 8, 2015 at 5:38 pm
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I thought I did have the codes – but an extensive and exhaustive search hasn’t found them.
One other strange thing – I have an Android phone (which I don’t use) on which I installed the Authenticator app. Every time I try a code from that, I get “invalid code” – and so can’t use that either!
rachelmcr · Staff · Jun 10, 2015 at 11:25 am
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Hi there,

Please fill out the Account Recovery form with the details for the account/blog you lost access to, and in the “Extra Details” section at the end you can explain the details you mentioned here. That way, our recovery team can take a look at the account and blog in question and discuss your options for regaining access there.

One other strange thing – I have an Android phone (which I don’t use) on which I installed the Authenticator app. Every time I try a code from that, I get “invalid code” – and so can’t use that either!

If you set up the Windows phone more recently, the codes from the Google Authenticator app you set up on your Android phone won’t work since your account is now using the Windows phone for authentication.
gordonbp · Member · Jun 10, 2015 at 11:34 am
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Please fill out the Account Recovery form with the details for the account/blog you lost access to, and in the “Extra Details” section at the end you can explain the details you mentioned here

Unfortunately that form won’t submit unless I fill in the sections for prrof of ownership – none of which I have. I’ve tried that before…
rachelmcr · Staff · Jun 10, 2015 at 11:39 am
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Do you see a specific error message at the top of the page after you try to submit the form? If so, please copy and paste it here so I can take a look. (Please also be sure to fill in details in the “Extra Details” space before you try to submit the form.)
gordonbp · Member · Jun 10, 2015 at 11:59 am
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Nothing at all.
This is what happens:
I click on the “reset password” link.
It seems that my current phone number is registered – as I get an SMS and a reset email.
I enter the code and change the password.
I then login using the new password, and I get the box telling me to enter the code from the Authenicator app.
EVERY TIME I do this it tells me “invalid code”. What am I doing wrong?
gordonbp · Member · Jun 10, 2015 at 12:50 pm
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I think what’s happened is that the Authenticator app (whether on Android or Windows Phone) has become completely detached from my WordPress account.
As I can’t log in to that account, how can this be fixed?
rachelmcr · Staff · Jun 10, 2015 at 1:30 pm
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Since that recovery form isn’t working for you, please email our team at help@wordpress.com from the email address linked to the account you’re trying to log into. That way, we can look up your account details and we’ll be able to discuss any private details about your account and your options for regaining access to it.
faithvoices · Member · Jun 19, 2015 at 2:45 am
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I need help getting my access to my domain email again. I have not been able to access it since 1/14. I was told that I need to update my mail DNS records in wordpress. I have the info from Homestead but don’t know what and where on wordpress I need to put this info. Please assist me in this matter. Thank you
timethief · Member · Jun 19, 2015 at 2:52 am
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@faithvoices
Start your own thread please by using this link https://en.forums.wordpress.com/?new=1 rather than posting off-topic into other threads like this one.

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