Site owner lost SSO access, comment replies misidentified

  • Resolved 2cats

    (@2cats)


    4 months, 3 weeks ago

    I’m working with a client whose website already has an established Jetpack and WordPress.com connection (it’s a self-hosted site). We recently changed hosting companies but I don’t know if that is part of the issue. If she logs directly into the site to reply to a comment, all is well. If she logs into the site via WordPress.com or via the Jetpack app on her phone, any replies to comments she makes now have MY name attached instead of hers. I went into the user list, and see that I have an SSO status of “connected” (I have never seen this SSO column before) while she has “send invite”. I attempted to send an invite and I get this message: “An error occurred when inviting the user to the site.” I logged into her Jetpack account and it still shows her as the owner — my name is nowhere to be found. My only role, that I know of, is as an admin on her site. Has anyone ever seen this before? Any idea what the solution might be? Any help would be greatly appreciated, thank you.

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Contributor Stef (a11n)

    (@erania-pinnera)

    Hi there,

    I’m sorry to hear about the trouble, but thanks for reaching out.

    Could you please post your site URL here so that we can have a look? If you want it to remain private, you can also contact us via contact form. If you choose to reach out directly, please include a link to this thread.

    Thanks!

    Thread Starter 2cats

    (@2cats)

    Hi and thank you for your reply. Here’s the site: https://babylovesbutter.com/

    Plugin Contributor Stef (a11n)

    (@erania-pinnera)

    Hi there, @2cats,

    I checked the site, and I can see only one WordPress.com account listed among the users. That makes me think that there might be some account confusion between the WordPress.com accounts and the www.ads-software.com accounts that have been used to manage the site.

    The mention of the Secure Sign On is another clue that supports my theory. Since we need to know your email addresses in details (yours and the site owner’s mainly), it’s better if you can contact us via email to protect your privacy.
    As mentioned before, please link this forum thread in your email so we can connect the dots.

    Look forward to your reply, thanks!

Viewing 3 replies - 1 through 3 (of 3 total)
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